Job
Description
Purpose of the job: DGM, Operations Head Service centres We are seeking an experienced and hands-on Operations Head to lead and scale our nationwide network of third-party service centers. The role demands a strategic thinker with operational rigor who can streamline workflows, optimize service performance, build SOPs, and drive service level excellence. The ideal candidate will lead a team of on-roll and off-roll employees and act as the owner of the entire service center operations value chainfrom inbound material movement to final customer delivery. Roles & Responsibilities: Build and implement SOPs, KPIs, and SLAs across all service centers. Lead the expansion from 12 to 20 centers, ensuring smooth onboarding and standardization of services. Act as the central authority for all third-party service center contracts, compliance, and service audits. Lead a team of central planners and order coordinators for daily material movement and service planning. Coordinate with local service center staff to ensure operational alignment and on-ground issue resolution. Ensure zero downtime and maximum throughput at centers by proactively managing loading/unloading, slitting, cutting, and dispatching processes. Drive process standardization, layout efficiency, material flow, and cycle time reduction across service centers. Liaise with third-party inspection agency (SGS) to ensure quality checks, resolution of NCRs, and compliance to customer specs. Conduct periodic service audits and implement corrective actions. Collaborate closely with Sales, Procurement, Logistics, and Customer Service teams to enable seamless order fulfillment. Manage and govern third-party service providers with clear metrics and periodic performance reviews. Act as escalation point for major operational issues affecting customer experience. Key Performance Indicators (KPIs) TAT (Turnaround Time) per order On-Time, In-Full (OTIF) deliveries Service center uptime and productivity Complaints % and resolution TAT Vendor SLA adherence Operations cost per ton Who can apply: 1015 years of experience in managing warehouses, logistics operations, or central operations (preferred: b2b experience) Proven ability to manage third-party operations with high service intensity Proven experience in setting up and managing systems and processes in a multi-location environment. Strong knowledge of quality assurance, inventory management, and logistics. Ability to learn the nuances of steel industry, of coil processing (slitting, cutting, packaging) Hands-on approach with strategic execution ability Data-driven mindset with familiarity in ERP or SCM systems Excellent leadership, problem-solving, negotiation, communication, and team management skills Willingness to travel frequently across India Flexibility in switching from strategic to tactical and operational levels of thinking and working, specifically in strategy deployment Must have tolerance for a complex, ever-changing and dynamic work environment Ability to demonstrate good decision making in ambiguous circumstances
