Sr General Manager| Service Delivery Operations

About the role: There are various Business as well as Digital transformation initiatives within Schneider Digital for making it agile as well as best in class. We are looking for North & West India territories Service Delivery leader to make a difference! This role’s pivotal responsibility would be to lead Services delivery operations, taking up complete end-to-end ownership of Customer service support, right from Business requirement gathering to delivering the return on experience.

Key KPIs

• EHS & Cyber security

• Zero Field Accident, Perform Service Engineer’s Audit,

• Weekly exchange safety information to all FSRs & lead by example

• Consolidate PPE assessment/budget on yearly basis and implementation

• Ensure sub-contractor engaged by us follows /implement the safety guidelines (sub-contractor safety management)

• Cyber security compliant

• People Management

• Securing Field resources engagement/Utilization/Limit FSR attrition

• High contributor to continuous improvement initiatives/action plan

• Ensure SIM weekly implementation & efficiency & good team communications

• Analyze Team competency gaps, build budget & develop training Plan.

• Coordinate FS Country SIOP process & challenge (pipeline /orders/Sales/ GM)

• Implement flexible contract to ensure optimum service coverage & Monitor under absorption

• Service delivery Operations

• Deploy GFS initiatives, ensure adoption and process compliances

• Lead Generations by FSR to boost service orders/contracts

• Develop FS Lean (SPS, MMR, Value Stream Mapping, organization sizing)

• AO2P country action selection & implementation to drive productivity

• Ensure FSR Daily activity to execute jobs as scheduled & quoted

• Analyze WO deviation forms and deviations between Planned/estimated/ standard hours and Lead action Plan to improve

• Customer Experience

• Drive customer centric & VIP culture within ops team

• Ensure NSS country target level, share feedback & action plan to team

• Ensure FSR Signature: Polite / On time / Branding / Quality level / good communication

• Follow field products quality issues per BU and associated cost

• Follow-up FSR Team Opportunities status with sales/tendering for conversion

• Ensure IB tracking

• Digital Enablement

• Understand & promote Eco-struxure Asset Advisor offer

• BFS Timesheet Adherence +5% / clocking implemented 100% / Daily team connection

• BFS WO Timely validation (Minimize late WO)

• Onsite, FCM & Partner Module fully deployed

• Implement Geolocation & AR glass for remote expertise, ...

• Ensure IB Genius use before FSR dispatch

• Bring new initiatives (IA chatbot, ...)

Qualifications

Desired Skills

• Knowledge of Enterprise Architecture, Engineering drawings

• Customer Problem solving, team management, Customer relationship management

• Risk assessment & Control

• Familiar with latest Digital Trends in Finance & Accounting

• Electrical distribution network & data center design & engineering

• Critical thinking & problem solving

• Crisis/conflict management with partners (Suppliers, distributors & consultants)

Qualifications & Certifications

• Engineering Graduate with 10-15Yrs relevant experience with excellent communication & coordination skills

• Experienced in managing large size team of Technical experts preferably in Industrial Services delivery operation & reporting in highly matrixed organization

• Technically hands-on in LV/MV/Data Center/Critical Power solutions

Schedule: Full-time

Req: 008DQQ