- Designation: Deputy Manager - Service Delivery
- Reporting to: AVP - Operations and Marketing
- Location: Mahape, Navi Mumbai
- Educational Qualification: BE/B.Tech/MBA
- Work Experience (yrs.): 5-8 years of relevant experience
- Working Days: 5 day working
I. Key Results and Activities
#1 Provide Deputation and full kitting support for projects to ensure Business revenue targets are met, ensure zero rework, zero delays and high Customer Delight on every job.
- Improve site planning by conducting detailed briefings in advance, excluding urgent/same-day deputations.
- Execute jobs within the estimated mandays without manpower overruns for lumpsum jobs, ensuring a 95% gross margin.
- Overview on Briefing and Debriefing with team and maintain QVC
- Ensure on-time delivery, achieving 90%+ Order to Job Completion rate.
- Timely scope assessment, manpower estimation, and use of barcharts for core engine services.
- Ensure full kitting support incl manpower deputation, tool kit readiness, Briefing , debriefing, Site support, Customer support, Post site feedbacks and improvements.
- Daily touch base with the site team and solve their queries related to hygiene, passes, documentation, minor technical queries etc.
- Submit Analysis report for any gaps for all the contracts for continual improvements.
- Update Project Master service planning report with the completion of the projects and sanitize the report created by Asst Manager
#2 Drive Continual Improvement in Delivery to reduce time by ¼ to ½ day every site compared to the Bar Chart.
- Work on corrective actions from past learnings, site debrief and customer interactions so that Quick Service can become a competitive advantage.
- Build capability through upgradation, adoption and training of technology and addition of tools such as Condition Monitoring Systems.
- Implement and monitor safety practices in the workshop and on-site, providing necessary training and briefings, while tracking safety performance for continuous improvement.
- Reduce rework and rejections to <2% of executed contracts (Spares and Services).
- Achieve zero reported safety violations at site and workshop executions.
- Maintain Customer Delight score >4.5 across all service contracts.
- Continual improvement through site debriefs and customer feedback.
- Ensure compliance with health and safety standards by implementing safe practices, conducting safety briefings/debriefings, and monitoring sites for safety breaches.
#3 Build Capability, Develop People and Plan for Succession
- Continuously update the Service Team's skill matrix through regular reviews and feedback-driven trainings, internally and with designated institutes..
- Ensure Service Team skill matrix is constantly updated by continual review and site feedback based trainings arranged internally and along with institutes designated.
II. Knowledge/Skills/Behaviours - Must Have (M)/ Nice to Have(N)
A. Knowledge (Functional and Non-Technical):
- At Least 5-8 years of relevant Experience in service industry with team deputation or coordination as a core function and handling multiple sites / project on any given day.(M)
- Team deputation to Foreign sites (over 50 deputation - awareness of the importance of insurance; VISA, foreign currency; arranging accommodation;time difference etc) (M)
- Good understanding of internalising the Procedures; Review and analysing the Service POs; foreseeing the possible threats to Velocity and Cost(M)
- 4-5 years of work experience in a fast paced industry such as Marine, Ship Repair, Oil & Gas Drilling(N)
- Knowledge of propulsion systems (N)
- Knowledge of taxation - GST; basic accounting.(N)
B. Skills (Functional and Non-Technical):
- Good Communication in verbal and written English to be able to communicate information clearly.(M)
- Attention to detail so that getting information, Documents, people pulse and channelisation can be done seamlessly. (M)
- Setting, managing and executing priorities of the team based on Organisational goals (N)
C. Behaviours (Technical and Non-Technical):
- Mindset to dive deep into problems, find solutions and implement them (M)
- Mindset of learning, continual improvement and delivering excellence(M)
- Interest in emerging technologies and trends in engineering, O&M and related industries.(N)
