What does a Service Operations Manager do?

Service operations managers are responsible for overseeing all aspects of service-oriented businesses. Typical duties of a service operations manager include hiring, training, and managing employees, developing and approving organizational policies and budgets, and managing all aspects of marketing. Additional duties include ensuring the successful and effective management of productivity, labor and quality control, communicating job expectations, and planning and reviewing compensation actions. Service operations managers are also expected to analyze space and employee requirements and process workflow, and to ensure that a safe and healthy work environment is maintained.

Service operations manager responsibilities

Service operations managers play a crucial role in ensuring smooth operations and maintaining high-quality service. They often work closely with customers to meet ongoing expectations and maintain service level agreements. This includes conducting employee evaluations, managing customer relations, and enforcing contract requirements. They also develop and foster relationships with key stakeholders to improve operational efficiency and student satisfaction. Additionally, they manage a broad scope of operational capacities, from payroll administration and budgeting to quality assurance and safety audits. As Casey DeRoo Ph.D., Assistant Professor at the University of Iowa, states, "As Operations Manager, you'll be the one checking to ensure all tasks are assigned and are completed in a timely fashion."

Here are examples of responsibilities from real service operations manager resumes:

• Lead heating and air conditioning (HVAC) service department increasing revenue, profit, safety achievements and employee morale.
• Manage external warehouse and serve as primary liaison to outsource logistics and field support providers.
• Manage and perform a broad scope of operational capacities, from payroll administration and budgeting to quality assurance and safety audits.
• Coordinate and participate with the installation teams to help troubleshoot problems and resolve customer concerns while managing service and commissioning engineers.
• Institute a quality management system in accordance with ISO standards.
• Spearhead logistics solutions for moving from California to a new facility in Massachusetts.
• Develop and implement in-house educational programs that increase staff productivity and OSHA environmental regulation compliance.
• Implement operating and preventative maintenance procedures bringing airborne cadmium level in casting below OSHA standards.
• Expedite service recovery relate to benefit, payroll and technology issues resulting in enhance partnerships and retention.
• Assess KPIs and identify opportunities to increase profitability across several business lines by improving fill rates with existing clients.
• Design company website, PowerPoint presentation, brochure, profile, machinery list & factory production capacity information for marketing purposes.
• Function as a SME and provide logistics analyses to include acquisition planning and maintenance.
• Function as subject-matter expert (SME) in aviation operations, program management and program analysis.
• Insure that all e-Navigation and content is accurately depict in the submission against the new FDA specification on a daily basis.
• Focuse on accuracy and timeliness to meet Medicare, Medicaid and key account groups' regulations and requirements.

Track all your job applications in one place with the Zippia Chrome extension.

Service operations manager skills and personality traits

We calculated that 18 % of Service Operations Managers are proficient in Customer Service , Patients , and Customer Satisfaction . They’re also known for soft skills such as Communication skills , Leadership skills , and Management skills .

We break down the percentage of Service Operations Managers that have these skills listed on their resume here:

• Customer Service , 18 % Have implemented/refined comprehensive training programs for new and existing employees to develop and improve customer service and supervisory skills.
• Patients , 7 % Conducted daily patient and environmental rounds, conduct patients satisfaction surveys and generate reports for presentation to administration.
• Customer Satisfaction , 6 % Developed new settlement process for credit card payments received via wire transfer compressing settlement and reconciliation time and boosting customer satisfaction.
• Service Operations , 5 % Promoted to Electrical Field Service Manager and eventually promoted to field service Operations Manager including Mechanical and Compressor Service.
• Direct Reports , 5 % Performed biannual/yearly performance evaluations for 20+ direct reports.
• Project Management , 5 % Project management and implementation of internal infrastructure improvements and data center consolidation resulting in company savings in over $50K annually.

Most service operations managers use their skills in "customer service," "patients," and "customer satisfaction" to do their jobs. You can find more detail on essential service operations manager responsibilities here:

Communication skills. The most essential soft skill for a service operations manager to carry out their responsibilities is communication skills. This skill is important for the role because "top executives must be able to convey information clearly and persuasively." Additionally, a service operations manager resume shows how their duties depend on communication skills: "played pivotal role in fostering long-term customer relationships, maintaining productive communications between manufacturing facilities and various edwards' global operations. "

Leadership skills. Another essential skill to perform service operations manager duties is leadership skills. Service operations managers responsibilities require that "top executives must be able to shape and direct an organization by coordinating policies, people, and resources." Service operations managers also use leadership skills in their role according to a real resume snippet: "provided primary leadership during a 37% increase in business and iso certification. "

Problem-solving skills. service operations manager responsibilities often require "problem-solving skills." The duties that rely on this skill are shown by the fact that "top executives need to identify and resolve issues within an organization." This resume example shows what service operations managers do with problem-solving skills on a typical day: "track and trend incident reporting to determine root cause, resolution and identifiers for process improvement. "

Time-management skills. Another common skill required for service operations manager responsibilities is "time-management skills." This skill comes up in the duties of service operations managers all the time, as "top executives do many tasks concurrently to ensure that their work gets done and that the organization meets its goals." An excerpt from a real service operations manager resume shows how this skill is central to what a service operations manager does: "manage outside field technicians for quality of workmanship, on time delivery of service requests, customer service and sales. "