Service Operations Manager

Client of Itineris HR (KU); Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Service Operations Manager, where you'll lead maintenance operations for vertical transportation systems. This role offers an exciting opportunity to oversee service teams, ensure compliance with safety standards, and drive efficiency across operations. You'll leverage your expertise in field service to enhance customer satisfaction and operational performance. If you're passionate about leading teams and making a significant impact in the elevator and escalator industry, this position is perfect for you. Embrace the challenge and elevate your career today!

Qualifications

• 5+ years of experience in field service operations in the elevator industry.
• Proven leadership skills and team management experience.

Responsibilities

• Oversee service teams and ensure compliance with maintenance contracts.
• Conduct quality audits and enforce safety protocols.

Skills

Field Service Operations

Team Leadership

Technical Problem-Solving

Customer Service Orientation

Preventive Maintenance

Education

Bachelor's Degree in Engineering

Bachelor's Degree in Business

Tools

MS Office

Service ERP Tools

Job description

The Service Operations Manager will lead the maintenance operations of vertical transportation systems, including elevators and escalators. The role entails full responsibility for contract service performance, corrective actions, repair oversight, quality audits, and team leadership to ensure compliance, safety, and customer satisfaction. The ideal candidate will bring hands-on expertise in field operations, a deep understanding of technical processes, and a passion for driving efficiency and excellence across service activities.
Position Location: Dubai, UAE
Business Industry: Elevators, Escalators and Moving Walkways
Key Responsibilities
Service Operations Oversight
Supervise and coordinate service teams, including Field Managers, Engineers, Coordinators, and Call Center personnel.
Ensure all maintenance contracts are fulfilled with monthly preventive service visits, minimizing callbacks and maximizing unit uptime.
Oversee the diagnosis and resolution of technical issues, with proactive repair planning to maintain equipment reliability.
Manage repair backlogs and ensure timely execution of repair orders.
Monitor and report on KPIs related to service performance, unit reliability, callback frequency, and customer satisfaction.
Quality & Safety Management
Enforce strict adherence to health, safety, and environmental (HSE) protocols.
Conduct regular site visits and quality audits to ensure compliance with safety and performance standards.
Ensure the timely completion of all safety and compliance audits, including ASSA (Area Safety Self-Assessment), SBO (Service Business Optimization), and PCI (Product Critical Items).
Lead local safety initiatives and ensure all team members are adequately trained and certified.
Customer Relations & Technical Support
Maintain a high level of professional communication with clients; handle escalations and service complaints promptly and effectively.
Collaborate with sales and project teams to provide technical support during repair quotations and new business proposals.
Participate in job site meetings, final inspections, and project handovers to ensure service readiness and client satisfaction.
People Management & Workforce Planning
Lead, coach, and mentor a team of service professionals to promote a performance-driven culture.
Evaluate staffing needs and coordinate inter-branch workforce transfers to meet service demands.
Drive team development through regular feedback, coaching sessions, and individual performance reviews.
Administrative & Reporting Duties
Administer spare parts usage, fleet resources, and operational tools to ensure cost-effective and timely service delivery.
Prepare and submit regular reports on operational metrics, manpower planning, and service quality indicators.
Ensure accuracy and integrity of data across reporting systems and service management platforms.
Required Qualifications
Bachelor s degree in Engineering, Business, or a related field.
Minimum 5 years of hands-on experience in field service operations within the elevator or escalator industry.
Proven experience in leading teams and managing service operations.
Strong understanding of elevator/escalator mechanics, preventive maintenance, troubleshooting, and modernization.
Familiarity with international standards (e.g., EN norms) and safety regulations.
Excellent leadership and people management skills.
Strong problem-solving and decision-making ability.
Outstanding communication and customer service orientation.
Proficient in MS Office; experience with service ERP tools is a plus.

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