Senior Operations Manager - BMS

Mission:

The purpose of this role is to lead the Digital Energy Service Regional organisation in the execution of support contracts and non-contract field quote activity.

Fully accountable for the financial performance of the Digital Energy regional Service business as well as delivering excellent customer satisfaction in line with our Quality standards & process.

The leader will be an active member of the Services Management team, driving best practices, margin improvement initiatives, migration to digital connected services, transition of legacy installed base, customer development, development and upskilling our Services workforce.

You will deliver Service excellence to our end-user base and throughout the contractual chain (FM's, contractors, consultants, etc.)

The role is supported by technical specialists and experts in field - you will need to have a good technical background but more importantly strength in operational deployment management and ability to converse directly with customer on issues for resolution and growth opportunity.

Responsibilities:


* Ensure compliance with our quality process and drive continuous improvements.


* Health and safety practices -Cascade of Moment of Month, toolbox talks and Weekly Safety briefs.


* Ensure audit of site personnel to maintain highest safety practice and mitigation of injuries


* Regional Contract Revenue.

Regional Non-Contract Order and Revenue performance - work with the


* support of your SDE (Service Delivery Expert) to achieve year on year growth of field quote activity -


* ensuring team are skilled and able to increase scope of works undertaken.

Be able to build a pipeline


* of opportunities for conversion


* Reported GM%.

Working with Marketing, Internal Sales team and external Sales team to build


* engagement plans for Lost and Dormant installed base customers - to re-initiate support contract and ensure the Service team operates at the highest standards of Health and Safety


* Services business growth and profitability.


* Convert orders into revenue to meet financial forecast, maximise scope variations and profitability.


* Customer focus to reignite contracts with Lost and dormant accounts C-Sat results (weekly phone survey and OvE)- ensure the customer is delighted with our service provision delivery via regular 1-2-1 review meetings with client / customer base owned


* Detractor feedback actioned within 48 hours, review of customer feedback on Medallia to continually drive excellence in team NCN's, compliance with ISO standards, OFI's follow up.


* Engineer Utilisation and delivered GM% -Build a resource plan for the region - work with support team on scheduling of visits with time to drive new opportunity, improvement site plan and system optimisation at customer site level through your field engineers


* Adoption of new tools and best practices Reported GM%.

Work with Service Transformation lead and back-O...