Service Operations Manager

Mission statement:

Implement Service delivery strategy and drive Service growth locally at the regional level. Lead the Service delivery team and is responsible for the service portfolio to achieve performance targets and to optimize the utilization of service resources.

Your responsibilities:

• Drives implementation of the Service strategy as a member of the regional management team. Ensures corresponding plans are implemented consistently in the Service organization through collaboration with another businesses/hub.
• Drives, implements, reports and monitors performance targets as part of the regional unit P&L (financial, productivity, investments, customer satisfaction, operational excellence, etc.).
• Runs the day-to-day Services delivery while planning and managing workload to ensure profitable growth and improvement of Service productivity. Implements agreed delivery and performance standards to ensure consistency in quality and customer satisfaction.
• Executes the (global) service and delivery sales channel strategy within the local unit.
• Implements productized Service offerings and materials for marketing purposes and invests in Service Sales to increase market penetration. Builds sustainable customer relationships to ensure local client growth, satisfaction, and retention together with Sales.
• Supports Sales resources in customer meetings. Drives consistent development of processes and practices based on customer feedback (Net Promoter Score (NPS)).
• Invests in improving the quality of existing Service products and in developing new Service products to expand the portfolio in line with global direction.
• Enforces a Service integrity culture throughout the Service organization. Ensures that the area of responsibility is properly organized, staffed, skilled and directed.
• Guides, motivates, and develops direct and indirect subordinates. Improves service availability, provides training and develops capabilities and competencies.
• Living the Hitachi Energy's core values of safety, quality, and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

• You hold an engineering/Trade qualifications or Electrical or equivalent,
• With > 10 - 15 years of experience in Electrification, Power generation or Power T&D in similar role.
• Experience across Electrical Industry, Utilities, Power T&D or Power Systems projects and service delivery management is essential.
• Knowledge of health & safety, quality standards and continuous improvement methodologies from value engineering & problem-solving perspective will be a plus.
• Advanced computer skills across MS Office, MS Teams, Outlook, SharePoint.
• Must be able to understand project and portfolio financials, maintain and forecast financial KPIs for quarter and financial year.
• Excellent written and verbal communication skills, high attention to detail, Expresses opinions, able to work with multiple stakeholders and positions.