Service Operations Manager

Operational Performance Leadership:

• Oversee end-to-end service delivery workflows across Service Coordination, Remote Support, On-Site Support, and Parts & Materials.
• Identify constraints, handoff issues, rework drivers, and system gaps to drive improvement.
• Deliver measurable improvements in KPI including response time, resolution speed, first-time fix, utilization, and cost-to-serve.

KPI, SLA, and Capacity Management:

• Maintain a KPI framework aligned to service outcomes and create visibility through dashboards and scorecards.
• Identify capacity constraints and recommend staffing models, tiering structures, and workload balancing.
• Implement leading indicators to proactively manage risk such as aging backlog, parts readiness, and escalation volume.

Process Improvement & Systems Enablement:

• Own continuous improvement initiatives using Lean/CI tools like value stream mapping and root cause analysis.
• Partner with IT to evaluate and enhance service enabling tools including CRM, field service management, and knowledge base.
• Translate operational needs into system requirements and user stories to reduce manual work and improve data quality.