Senior Manager - Service Operations (Central)

As the Service Operations Manager, you will be responsible for overseeing day-to-day warranty and service operations across multiple client accounts and geographies. Your role will involve tracking SLA performance, ticket resolution, repair cycle times, and field resource coordination to ensure efficient service delivery. It will be crucial to maintain data accuracy and provide timely inputs into the Service CRM. You will act as the primary point of contact for client operations teams, handling service escalations, coordinating resolution plans, and ensuring high client satisfaction. Additionally, you will schedule and lead regular review meetings with client stakeholders to address their needs effectively. Your responsibilities will also include developing customized proposals, decks, and data-backed presentations for clients, internal leadership, and potential partners. You will support business development and pre-sales discussions with structured documentation and case studies while collaborating closely with cross-functional teams to tailor solution offerings as per client requirements. In terms of analytics and reporting, you will generate and manage dashboards related to service health, warranty cost, and performance KPIs. You will analyze degradation and failure data, packaging insights for both internal and external use, and track and report monthly performance metrics, invoicing, debtor aging, and business MIS. Moreover, you will be involved in creating SOPs, service workflows, and training materials to drive process standardization. Identifying bottlenecks in operations and recommending improvements will be essential, as well as contributing to tech-led initiatives for service automation and CRM enhancements. To qualify for this role, you should have a Bachelor's degree in Engineering, Science, or Business, with an MBA considered a plus. A minimum of 6-8 years of experience in client-facing service delivery or business operations roles is required. Proficiency in PowerPoint, Excel, and BI/reporting tools (e.g., Tableau, Google Data Studio), as well as experience in handling client proposals, pricing models, and business documentation, is essential. Strong verbal and written communication skills, coordination abilities, and an aptitude for working in a cross-functional, fast-paced environment are also necessary. The ideal candidate for this position will possess a hustler mindset with structured thinking, be comfortable in both frontline operations and boardroom discussions, detail-oriented, analytical, proactive, and able to work independently while collaborating across departments. Your success in this role will be measured by the timely and accurate reporting of operational KPIs, high-quality client presentations and proposals, reduction in TAT and SLA breaches, positive client feedback and relationship growth, and process improvements and SOP implementations.,