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