Service Operations Manager Security Solutions Belux

Service Operations Manager Fire & Security

Reports to:      Service Director Benelux

Purpose:         Responsible for SERVICE Fire & Security. Develops strategic, tactical, financial and workforce plans for the department. Takes care of the follow-up of all service activities and service projects, the organisation of the planning, the timely execution of assignments, the management of budgets and general team management, with the highest EHS, customer and employee satisfaction standards.

Job Scope & Purpose

• Maximize revenue and profitability by focusing and driving operational excellence and execution within service.
  • • • • Focal point of contact for service customers
        • Pro-actively drive scope growth, profitability and customer satisfaction within an existing dedicated customer portfolio.
        • Under general direction, lead, develop and coach Team Leaders to ensure that delivery execution is achieved for existing dedicated customer portfolio
• Sustain high levels of customer satisfactionand workforce morale to support sustainable growth.

Key Accountabilities

Operations & Finance

• Manages the overall profitability, execution and performance of assigned delivery teams
• Assists in preparation of annual forecasting & operating plans.
• Assist in the review and interpretation of contract terms and conditions and ensure compliance with contractual obligations and customer satisfaction is achieved.
• Drive operational review meetings, reviewing bids and estimates for accuracy.
• Deliver to planned revenue and gross margin commitments. Continuously works to improve margins and optimize asset management including cost control, collections, and payables.
• Analyze and audit the effectiveness of the business operations and make changes to improve performance.
• Accountable for final capacity planning / effective utilization and productivity of manpower and overall resources.
• Resolve promptly all operational issues impacting customer satisfaction.
• Ensure that existing customer portfolios are achieving proper profit levels and customer satisfaction as well as scope growth.
• Ensures compliance with legal requirements and ensures that the business is conducted with the highest ethical standards.
• Build and maintain synergies with other departments within the company and report to the management in a precise, correct and transparent manner.

People and Organization

• • Recruit, hire, and retain operational staff. 
  • Prepare and deliver clear performance expectations, performance reviews and development plans for direct reports. Ensures a consistent level of coaching
  • Ensure individual & team goals and objectives are aligned and from a priority include EBIT, cash flow, backlog growth, SGA, productivity improvements, succession planning. 
  • Coach teams on the management of existing customer portfolio, operational risks, conflict resolution and establish recovery plans
  • Ensure compliance with the EHS Program for employees and subcontractors.
• Communicate transparently, smoothly and frequently with your team.

• Stimulate a constructive and efficient collaboration between all members of the team but also create a platform for cooperation with other departments (sales, service, installation,…).

Quality & Process:

• • Responsible for implementing, following up and respecting company and department procedures.
• Drive development and implementation of operational discipline (tools, processes).
  • Drive continuous improvement and implementation of best practices and you encourage all team members to take initiatives to this end.

Position Requirements

• • Degree in engineering/ business or equivalent through experience
  • Operational management experience in the industry or grown from within the organization
  • Good financial understanding
  • Experience in managing service front line delivery teams in contract, project, repair and commissioning environment
  • Good to solid experience in managing operational risks and optimizing executed gross margin
  • Analytical and process oriented
  • Good communication and cooperation skills
  • Drives results and business development with existing accounts
  • Solid experience with developing teams, change management and driving accountability
  • Track record in driving operational discipline and in creating team cultures in which results are measured, reported and recognized
  • Technically proficient in all technologies (security, fire and IT), products and services at a sufficient level to meet the requirements of the role
  • Excellent knowledge of Dutch and French and a good knowledge of English
  • Experience in corporate organizations
  • Two external references are requested from a potential candidate in the final stage before signing the contract

How to Apply

We look forward to receiving your application, please ensure you upload a version of your up to date CV. If your application is selected, our central talent acquisition team will inform you to arrange a telephone interview.

Feel free to reach out the talent acquisition team if you have any questions: careersbenelux@jci.com