Senior Manager - Service Operations Central

Key Responsibilities

Service & Operations Management

Oversee day-to-day warranty & service operations across multiple client accounts and geographies.

Track SLA performance, ticket resolution, repair cycle times, and field resource coordination.

Ensure data accuracy and timely inputs into the Service CRM.

Client Management & Stakeholder Coordination

Act as a primary point of contact for client operations teams.

Handle service escalations, coordinate resolution plans, and ensure high client satisfaction.

Schedule and lead regular review meetings with client stakeholders.

Proposal & Presentation Development

Create customized proposals, decks, and data-backed presentations for clients, internal leadership, and potential partners.

Support business development and pre-sales discussions with structured documentation and case studies.

Work closely with cross-functional teams to tailor solution offerings as per client needs.

Analytics & Reporting

Generate and manage dashboards related to service health, warranty cost, and performance KPIs.

Analyze degradation and failure data and assist in packaging insights for internal and external use.

Track and report monthly performance metrics, invoicing, debtor aging and business MIS.

Process Documentation & Improvement

Create SOPs, service workflows, and training material to drive process standardization.

Identify bottlenecks in operations and recommend improvements.

Contribute to tech-led initiatives for service automation and CRM enhancements.

Qualifications & Skills

Bachelor’s degree in Engineering / Science / Business; MBA is a plus.

6–8 years of experience in client-facing service delivery or business operations roles.

Strong skills in PowerPoint, Excel, and BI/reporting tools (e.g., Tableau, Google Data Studio).

Experience in handling client proposals, pricing models, and business documentation.

Excellent verbal and written communication skills.

Strong coordination and execution ability in a cross-functional, fast-paced environment.

Ideal Candidate Traits

Hustler mindset with structured thinking

Comfortable in both frontline operations and boardroom discussions

Detail-oriented, analytical, and proactive

Ability to work independently while collaborating across departments

Success Metrics

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

Process improvements and SOP implementation