Senior Service Operation Manager

Senior Service Operation Manager

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Jeddah (JED site), Saudi Arabia.
Contract type
Full time
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Position: Senior Service Operations Manager

Region: Jeddah

Department: Operations

Reports To: Senior Service Manager

Direct Reports: Shift Duty Managers, Senior shift leaders, Shift Leaders

Work Pattern (Day/Shift)



“Education and Certificates”

1- Bachelor/Master’s in engineering (Technical, Electrical or Mechanical)

2- Lean Six Sigma Certificate

3- Certified Operations Manager (COM) is a plus


“What Experience are key to success in this job”

1- 8 Years of Experience in Operations or technical function (Electrical or Mechanical).

2- 5 Years Experience in Managing / Leading a team


Summary to the general objective of the job

Manage the Operations crew and activities to assure the service contract deliverables.


The most important tasks you need to perform in order to achieve your key outputs

1- Manage Operations Crew to Ensure optimal manpower & skills distribution.

2- KPI Reporting and major incident reporting (based on root cause analysis RCA)

3- Communication and coordination with stakeholders during operation and in case of major breakdowns

4- Initiate and drives improvements regarding processes, procedures and systems used

5- Team Management, Escalation management, and stakeholder management.

6- Work collaboratively with different departments to ensure achieving contract deliverables and KPIs

7- Design and create plans of action for the various stages of the service operations process.

8- Oversee recruitment, hiring, and training of new employees.

9- Monitor team productivity and address issues as they arise to ensure maximum efficiency and consistent service experiences

10- Day-to-day management of all customer-facing teams to ensure all teams work towards the same goals

11- Continuously monitor metrics and leverage customer feedback to drive continuous improvement of service practices.

12- launch new initiatives and projects that improve upon support-related processes to meet changing customer needs

13- Budget control: managing, monitoring, and adjusting budget to ensure that the business remains on track to meet companies’ financial goals and deliver on the organization's objectives.

14- Run a safe, injury/accident-free workplace

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