Service Operations Manager

Position: Service Operations Manager Location: Field Based - Belfast Job type: Full Time, Permanent Job Purpose: Reporting to the GM Ireland, this is a key role in Arjo's Service leadership team.
This role involves being accountable for delivering the highest quality, cost effective service to all our customers in a geographical area and be the responsible for the management of contracted accounts.
Develop and maintain close working internal and external relationships and capitalise on networking opportunities to promote the Company and its services.
Manage and motivate direct reports on all aspects of people and staff management including performance, compliance, attendance, capability and disciplinary issues.
Key Duties and Responsibilities: Management of regional budget P&L with focus on Revenue, Cost Management and Gross Profit responding proactively to changes in operational budgets/costs to deliver on company EBIT targets Develop, implement and review operational policies and procedures adopting continuous improvement methodology to make efficiency and productivity changes Accountable for establishing and effectively delivering the regional budget, headcount planning and overall service delivery.
Continually strive to provide cost effective solutions and service delivery whilst meeting contractual commitments and exceeding customer expectations.
Key customer contact for a specific portfolio of contracted service accounts.
Accountable for delivery of compliance, achievement of SLA's, preparation and attendance at contract reviews, contract retention and renewal of specific accounts.
Develop and maintain close working relationships with customers and capitalise on networking opportunities to promote the Company and its services.
Expand the relationships with existing customers by continuously proposing solutions that meet their objectives Contribute to business proposals and quotes and collaborate with the commercial teams to understand customer strategy and tactics for the area.
Prepare and deliver regular reports to senior managers on the status of the business within the geographical area including P & L, contracted accounts and operational KPI's.
Manage and motivate direct reports on all aspects of people and staff management including performance, training, attendance, capability and disciplinary issues.
Such issues will be dealt with in line with best practice, Company rulings and current legislation Set goals, provide direction and identify development areas for direct reports.
Support and coach direct reports to ensure that issues and risks are escalated to allow adequate investigation and resolution.
Manage such situations to ensure business and individual credibility are kept intact.
Such issues will be dealt with in a timely and methodical manner.
All Operational and customer contract KPI's are achieved.
Develop corrective actions if required to achieve targets.
Develops strong relationship & develops a two way feedback relationship with all departments in all site locations.
Focus on commercial, finance & customer care Ensure that the company auditing processes and procedures for Quality, Health and Safety and Infection Control in relation to UK Service operations are adhered to and accountable for resolution through the CAPA process for non-conformity resolution.
System compliance is consistently adhered to and system accuracy reflects reality at all times Responsible for ensuring all area training, ensuring all staff are adequately trained and all records are maintained.
This includes management of any apprentice or other training and development schemes Completion of all required annual company staff reviews and ensures all staff participate.
Ensure all working periods have appropriate cover in line with the patterns set.
Allocated project management Member of the Ireland Management team Conduct regular status reviews and meetings with staff as required.
Champion and promote the core values of the Company at all times and challenge when departed from.
Quality System Duties and Responsibilities: Build Quality into all aspects of their work by maintaining compliance to all quality requirements.
Promote, develop and implement a safe working environment and ensure compliance at all times with quality standards, health and safety standards and Company standards.
Knowledge/Skills/Experience: Each organization shall have sufficient personnel with the necessary education, background, training, and experience to assure that all activities required by this part are correctly performed and shall establish procedures for identifying training needs and ensure that all personnel are trained to adequately perform their assigned responsibilities.
Training shall be documented.
Previous experience in an operations management role.
Must have experience of managing large multi-disciplinary operational teams.
Experience working in a medical device, logistics or healthcare industry.
Previous management of key strategic customer accounts.
Experience managing in planned service, reactive repair and rental environments.
Logical and practical approach and be able to apply sound problem solving skills.
Excellent organisational, administrative and interpersonal skills.
Able to work across functions and within a customer facing environment.
Able to work with minimal supervision to agreed timescales and be able to priorities their own workload as well as other members of the rental team to maximise results.
Experience of managing a budget highly desirable.
Excel's in all Arjo Operational procedures, and be able to plan his/her own workload and that of other team members.
Excellent presentation skills and can communicate effectively across levels Can form excellent working relationships with internal & external customers and also suppliers.
Very good working knowledge of all service applications and SAP, MS Excel, Word, Visio, Outlook Can demonstrate excellent knowledge of the Asset Tracking Systems High level of medical device/med tech knowledge Personal Qualities: Demonstrable people management skills Strong leader and motivator Good communicator, with a positive approach Approach situations with a responsible, tenacious and accountable attitude.
Able to coach, mentor and be "Hands on" and lead by example Have a logical and analytical approach to tasks and be able to review, adapt and develop existing procedures and processes.
Ability to plan, interpret and present on area budget where required Why diversity matters to us At Arjo, we believe in the power of diversity.
We strongly encourage applicants from all parts of society, which means building a more diverse, equitable, inclusive and engaging environment - not only in the workplace, but also within the communities that we serve, work in and live in.
We achieve this through a culture and mindset that values the uniqueness of all our people.
Please be aware that by applying for this role, you are giving Arjo permission to store your information.
#LI-LR1 About Arjo At Arjo, we believe that empowering movement within healthcare environments is essential to quality care.
Our products and solutions are designed to promote a safe and dignified experience through patient handling, medical beds, personal hygiene, disinfection, diagnostics, and the prevention of pressure injuries and venous thromboembolism.
With over 6500 people worldwide and 65 years caring for patients and healthcare professionals, we are committed to driving healthier outcomes for people facing mobility challenges.
For more information about Arjo visit