Manager - Service Centre

The Manager – Service Centre is responsible for overseeing the daily operations, performance, and customer satisfaction of a service center, ensuring efficient workflow, timely service delivery, and adherence to UAE regulatory standards. This role involves managing staff, optimizing processes, handling escalations, and implementing service improvement strategies. The manager acts as a key liaison between customers, technical teams, and senior management to ensure high-quality service outcomes.

Responsibilities:

• Leading and managing all aspects of the service center’s operations, including scheduling, service quality, and client satisfaction.

• Monitoring key performance indicators (KPIs) and service metrics to ensure operational efficiency and compliance.

• Supervising service technicians and support staff, providing guidance, training, and performance evaluations.

• Handling complex customer issues and complaints, ensuring timely resolution and maintaining service standards.

• Coordinating with inventory and procurement teams to ensure availability of tools, spare parts, and supplies.

• Ensuring all service processes comply with UAE regulatory requirements, safety protocols, and quality standards.

• Implementing continuous improvement initiatives to enhance productivity and reduce operational costs.

• Preparing regular reports for senior management on service performance, customer feedback, and resource planning.

Requirements:

• Bachelor’s degree in Business Administration, Engineering, or a related field.

• 5–7 years of experience in service center operations, with at least 2 years in a managerial or supervisory role.

• Proven leadership and team management skills in a fast-paced, customer-facing environment.

• Strong understanding of service workflows, maintenance scheduling, and client support systems.

• Familiarity with ERP/service management software and reporting tools.

• Excellent problem-solving, communication, and interpersonal skills.

• Fluency in English is required; Arabic is an advantage.

• Valid UAE driving license preferred for site visits and vendor coordination.