Service Operation Manager

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Sector: Aviation
Role: Manager
Contract Type: Permanent
Hours: Full Time

Job Description

Location: Jakarta, Indonesia

A new opportunity has arisen for a skilled Service Operations Manager to join our team in Indonesia. This role is responsible for overseeing service operations in Field Service and Workshop locations, ensuring efficient execution of deliverables, driving continuous improvement, and leading the team towards operational excellence.

At Rolls-Royce, we look beyond tomorrow. We continually pioneer integrated power and propulsion solutions to deliver cleaner, safer, and more competitive power.

Key Accountabilities

Business Operations Management

1. Oversee and manage Service Operation activities in Field Service and Workshop locations.
2. Ensure all deliverables are fully met and executed according to defined KPIs.
3. Supervise operational workflows to enhance efficiency, quality, and performance.
4. Drive continuous improvement initiatives in service operations, ensuring best practices are implemented.

Leadership & Team Management

1. Lead and inspire the Service Operations team to achieve department goals and company objectives.
2. Ensure the team possesses the necessary capabilities and skills to successfully perform within their areas.
3. Conduct performance management, including skill gap identification and development planning.
4. Foster a continuous improvement mindset for skills development and operational processes.

Quality, HSE & Compliance

1. Ensure all service operations align with company policies, ISO standards, Quality Management System, Compliance, and HSE requirements.
2. Drive continuous improvement of processes and procedures in line with industry best practices.
3. Support and participate in internal and external audits, ensuring compliance with company and regulatory standards.

Customer Support & Local Service Desk

1. Coordinate technical support and advisory services to customers as required.
2. Oversee ticket management (corrective & preventive maintenance) in CRM/SAP systems.
3. Align with the Service Sales department to ensure seamless preventive maintenance execution.
4. Maintain strong relationships with key customers and service partners at the management level.

Strategic Planning & Execution

1. Develop and implement business strategies to drive service excellence and operational efficiency.
2. Create and execute innovative service strategies that align with overall company objectives.
3. Focus on customer satisfaction and profitable growth, ensuring service operations contribute to business success.

Expense & Budget Management

1. Plan, maintain, and monitor OPEX/CAPEX, ensuring efficient budget utilization.
2. Oversee annual and mid-term planning for tooling and asset management.
3. Prepare and submit financial reports as required, supporting internal and external audits.

Continuous Improvement & Training

1. Drive KAIZEN initiatives to enhance service operations and employee skills.
2. Identify training needs to support the evolving products and solutions portfolio.
3. Develop and implement process improvement programs to optimize service delivery.

Collaboration & Stakeholder Engagement

1. Foster cross-functional collaboration with internal departments to align processes and strategies.
2. Work closely with key stakeholders, customers, and service partners to enhance service quality and efficiency.

Qualifications

1. Bachelor's degree or higher in Engineering, Business, or a related field.
2. Minimum 8-10 years of experience in service operations, maintenance, or technical support within an industrial, defense, or energy sector.
3. Strong understanding of service operations management, KPI-driven performance, and compliance requirements.
4. Proven leadership experience in managing teams, driving process improvements, and developing service strategies.
5. Experience in CRM/SAP systems for service ticket management and reporting.
6. Strong financial acumen with experience in budgeting and expense management.
7. Excellent stakeholder management, communication, and negotiation skills.
8. Proficiency in English and Bahasa Indonesia to effectively communicate with local teams, customers, and international stakeholders.

Why Join Us?

We offer excellent opportunities to develop, along with a competitive salary and exceptional benefits.

Pioneer optimum performance

Join us and you'll develop your skills and expertise to the very highest levels, working in an international environment for a company known the world over for brilliance and innovation.

Our People are our Power

We are an equal opportunities employer. We're committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we'll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realize their full potential.

Rolls-Royce follows a merit-based employee recruitment process and does not charge/accept any payment/security deposit from candidates during the recruitment process. Candidates seeking employment with Rolls-Royce should be cautious of potentially fraudulent communications and offers from individuals and agencies purporting to be from, or acting on behalf of, Rolls-Royce.

Please refer to the Career section on the Rolls-Royce website to verify employment offers or vacancies. Rolls-Royce shall not be liable for any loss, damage or consequences that may arise from any communication or offer of employment not directly made by Rolls-Royce.

Rolls-Royce reserves the right to take legal action against any individuals or agencies acting on behalf of Rolls-Royce without authorization.

Job Category

Customer Account Management

Posting Date

18 Mar 2025; 00:03