Service Department HOD (Project Life Cycle management)(RARR Job 5357)

Job Summary:
We are looking for a highly motivated and experienced Head of Service Department to lead our service operations and enhance customer satisfaction. The ideal candidate will possess strong leadership skills, a deep understanding of service management practices, and a proven track record in driving operational excellence. This role requires strategic thinking, effective communication, and the ability to manage cross-functional teams.

Key Responsibilities:

• Leadership and Management:
  • Oversee the daily operations of the service department, ensuring that all activities align with company goals and objectives.
  • Lead, mentor, and develop a team of service professionals to enhance their skills and performance.
• Strategic Planning:
  • Develop and implement service strategies that improve efficiency, effectiveness, and customer satisfaction.
  • Set departmental goals and objectives, measuring performance against key performance indicators (KPIs).
• Customer Relationship Management:
  • Foster strong relationships with customers to understand their needs and expectations, ensuring high-quality service delivery.
  • Handle escalated customer issues and complaints promptly and effectively.
• Process Improvement:
  • Analyse current service processes and identify areas for improvement to enhance productivity and service quality.
  • Implement best practices and standard operating procedures (SOPs) within the service department.
• Budget Management:
  • Develop and manage the service department budget, ensuring cost-effective operations while maintaining service quality.
  • Monitor financial performance and implement corrective actions as needed.
• Collaboration and Coordination:
  • Work closely with other departments (e.g., Sales, Marketing, Technical Support) to ensure a cohesive approach to customer service.
  • Coordinate training programs for staff to enhance service delivery and product knowledge.
• Reporting and Analysis:
  • Prepare regular reports on service department performance metrics, providing insights to senior management.
  • Utilize data analytics to drive decision-making and continuous improvement initiatives.