Services Operations Manager

Mission Statement:

Implement Service strategy and drive Service growth locally mining the installed base of customer contracts at the APAC regional level. Lead the Service organization and is responsible for the P&L to achieve performance targets and to optimize the utilization of service resources across Installation, Commissioning and Services jobs from across the region and INOPC.

Your Responsibility:

• You must drive 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 other businesses / hub / INOPC.
• You must drive, implement, report and monitor performance targets as part of the regional unit P&L (financial, productivity, investments, customer satisfaction, operational excellence, etc.) for the SLAs as well as transactional customers. Mining the installed base of GES customers with a view to increase the revenue stream from customers by XX $/ year
• You must run the day to day Service business 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.
• You must execute the (global) service and delivery sales channel strategy within the local unit. Implements productized Service offerings and materials for marketing purposes, and invests time 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 as needed. Drives consistent development of processes and practices based on customer feedback (Net Promoter Score (NPS)).
• You must invest in improving the quality of existing Service products and in developing new Service products to expand the portfolio in line with global direction. Warranty management administration and ensuring costs of poor quality is kept lower and ensure on time delivery of customer reports from SLA's execution as well as from Installation & Commissioning works.
• You must enforce a Service integrity culture throughout the Service organization.
• You must ensure 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.
• You must lead, drive and hold itself accountable for the highest standards of health, safety and environment to ensure Zero Harm is achieved. Responsible for compliance with relevant HSE policy and procedures, ensuring proactive risk assessments take place and corrective actions monitored/followed up. Build an injury, incident, near miss and hazard reporting culture within the team, guaranteeing reported incidents will be investigated and action taken. Create a workplace where everyone views health, safety and environment as the most important non-negotiable value of your business.
• You must manage the Service Level Agreements thro Service Project managers with a focus on forecasting PMs, Demand scheduling and Invoicing & Cash Collection.
• Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

• Engineering/Trade qualifications - Electrical, Controls or equivalent.
• Minimum 10 years' 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.
• Awareness of power system technology, safety and IEC/IEEE standards.
• Advanced computer skills across MS Office, MSTeams, 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.