Senior Services Staff Operation Manager

Summary

The Senior Services Staff Operations Manager is a people leader role responsible for driving sustained customer success and growth across controls retrofit projects and post-sales lifecycle management. This includes Services projects, technical support agreements, training, professional services, renewals, outcome attainment, retention, expansion, and customer advocacy across the India subcontinent, Pakistan, Turkey, and Iraq.

This role is responsible for managing P&L, Customer order & Fulfillment and customer satisfaction within the assigned subregion by managing customer obligations, overseeing fixed-price and time-and-materials project management, and service agreements.

The Senior Services Operation Manager will collaborate closely with teams across Customer, field services Engineers, cross functional team, and operations with a forward-thinking approach aligned to GE Vernovas SQDC priorities and Lean principles for maximum impact. In addition, this role will work on the Inquiry-to-Order (ITO) phase by partnering with sales and commercial teams to develop competitive service proposal. The role has moderate autonomy, requiring high levels of operational judgment.

• Serve as a liaison between internal and external stakeholders for the assigned subregion. In this role, you will support Controls Solutions and Services clients, manage customer relationships, and contribute to the overall CSS business strategy for the MEIA region.
• Build and maintain strong customer relationships, serving as the single point of contact and managing all communications for the assigned subregion.
• Own the P&L for the subregion, customer order and fulfillment, identifying growth opportunities and driving revenue, margin, billing, and cash collection performance
• Develop and own the site-level customer communication plan and coordinate regularly with GE Vernova and the customer to propose change orders that deliver added value.
• Own the development of service proposals by providing estimates for labor, schedule, proposal language, subcontractor scope, tooling, logistics, and conducting risk assessments.
• Provide leadership and structure for project delivery planning, risk identification, mitigation strategies, and contingency planning for successful job execution.
• Ownership of contract leadership ensuring all project deliverables are met while fully understanding the T&Cs and contract requirements.
• Be responsible for leading and coaching multi-disciplinary, multi-cultural teams consisting of GEV personnel, contingent workers, craft labor, and subcontractors.
• Build trusting relationships and collaborate effectively with senior-level customer and supplier management on commercial, execution, technical, and compliance matters
• Provide subject matter expertise (SME) on controls retrofit projects and post-sales

• Bachelors degree in engineering from an accredited university
• Minimum of 10 years of experience with GEV control product systems (Mark VI, Mark VIe, EX2100/ EX2100e etc.) in commercial, services, engineering, and/or project management
• Ability and willingness to travel domestically and internationally, as needed

• Ability to develop influential customer relationships.
• Master's degree from an accredited university
• Strong oral and written communication skills. Strong interpersonal and leadership skills. Demonstrated ability to analyze and resolve problems. Demonstrated ability to lead programs / projects. Ability to document, plan, market, and execute programs. Established Services management skills.
• 5 years of experience in the Controls Mark VI*/ and or Electrical field Services or OTR engineering
• High proficiency with computer tools (MS Office suite)
• Experience in SAP