Service Center Manager

Supervise, lead, and motivate the service team to achieve productivity and quality targets.

Monitor and manage customer service interactions to ensure satisfaction and timely resolution of issues

Coordinate repair and maintenance operations, ensuring adherence to procedures and safety standards.

Maintain inventory of tools, parts, and equipment, and authorize purchasing as needed

Review performance metrics and generate reports on service center effectiveness.

Implement training programs and conduct periodic staff evaluations.

Handles escalations

Manage Reliever availability on branches.

Monitoring of project implementation internal and external clients

Ensure SLA meet based on the BOM provided

Experience

2 to 5 years of experience in Service Management, Operations Management, or IT Service Delivery.

Experience leading teams and handling customer escalations.

Experience managing SLAs, project implementation, and branch operations.

Technical Skills

Strong knowledge of IT services, repair, maintenance, and service operations.

Proficient in:

MS Excel

MS Word

MS PowerPoint

MS Outlook

Workflow and management systems

Leadership Competencies

People management

Conflict resolution

Problem-solving

Results orientation

Sense of urgency

Organization and multitasking

Attention to detail