Senior Manager, Service Operations - Los Angeles, CA

Job Title : Service Operations Manager

Reporting to the VP of Service Operations this position is responsible for all activity related to the efficient and effective provision of service on defined contracts to meet contractual obligations on services projects with services revenue $20 million or greater in value. They will build and maintain strong customer relationships for service operations and act as the senior point of contact for the customer or a point of escalation.

This role includes oversight and / or management of functional leaders, ensuring contract management and delivery services are appropriately executed. This role is responsible for periodical reporting for the contract, inclusive of customer led audit functions are complete, accurate and to schedule. The role holder is responsible for all change orders, proposals, and business development that is scope centric to their areas. This position will work with internal departments to develop and facilitate business improvement solutions that support effective and efficient customer focus, inclusive of but not limited to device defects, device improvement initiatives and new device solutions.

The position may also have leadership and management of a service delivery team and is responsible for the performance and outputs of that team. This position works under limited supervision and exercises regular decision-making authority.

Essential Job Duties and Responsibilities :

• Build and maintain a strong working relationship with multiple customers.
• Service Operations P&L owner for given region, responsible for ensuring AOP compliance YOY in partnership with finance.
• Oversee and monitor the delivery of contractual obligations within the parameters of the assigned contract, including the reporting of contract performance and management of customer requirements
• Work with Customer Services, Engineering and sub-contractors in managing and meeting key metrics including Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) which stimulate growth and performance.
• Management of the financial performance of the assigned contract
• Identify and promote opportunities to reduce operating costs. Generate additional revenue via variation orders in collaboration with internal teams.
• Identify and where appropriate implement process improvements or other changes to enhance the Customer Service organization.
• Senior point of contact for assigned contract / s and point of escalation including technical or performance queries and downtime exemption applications. Provide guidance to team on problem resolution.
• Escalate or resolve issues as appropriate.
• Work with internal teams to develop end of life estimates, performance impact statements maintenance and recovery plans.
• Collaborate with the Growth team for change order support and to identify new business opportunities and participate in bids as needed.
• Manages multiple programs in accordance with contracts and policies, procedures and department instructions.
• Act as the lead in customer discussions on potential or proposed contractual changes.
• Prepare and distribute detailed technical and performance reports or statistics as required by internal and external stakeholders. Work with internal analysts to identify trends and insights.
• Undertake contract level performance management resolution. Resolve or escalate as required.
• Work with project management and other internal teams to plan and deliver system upgrades and variation orders where reasonable and appropriate.
• Ensure internal and external contractual commitments are achieved within the parameters of performance standards and budgetary constraints.

Minimum Job Requirements :

Skills knowledge and experience :

Education and Qualifications :