The Service & Project Manager is responsible for leading, managing, and developing the company’s service organization while also overseeing the successful delivery of projects supporting the full lifecycle of the company’s power and infrastructure solutions within the telecommunications and datacenter sectors. This includes installation, commissioning, preventive and corrective maintenance, technical support, troubleshooting, upgrades, retrofits, and system deployments across customer sites, covering DC Power systems, AC UPS, electrical distribution, and cooling infrastructure.

This role ensures the delivery of high-quality, safe, and reliable service support while also managing project execution from planning through completion. The Service & Project Manager is accountable for meeting contractual obligations, service level agreements (SLAs), project timelines, budgets, and internal performance targets. The role acts as the key interface between customers, service teams, project teams, vendors, and internal stakeholders to ensure timely resolution of technical and operational issues and successful project delivery.

In addition to operational and project leadership, the role carries commercial responsibility for growing both the service and project business. This includes driving service sales, developing long-term maintenance contracts, identifying retrofit, upgrade, and expansion opportunities, and supporting lifecycle service and infrastructure deployment offerings. The role contributes directly to revenue growth, margin optimization, and long-term customer retention.

The Service & Project Manager is expected to establish a strong culture of service excellence and project discipline, emphasizing responsiveness, technical competency, safety, quality execution, and customer satisfaction, while ensuring projects are delivered on time, within budget, and in accordance with industry standards and best practices.

Key Responsibilities

1.Service & Project Operations Management

·         Lead and manage day-to-day service operations including installation, commissioning, maintenance, and emergency support

·         Plan and allocate manpower, tools, and resources efficiently

·         Ensure service delivery meets quality standards, SLAs, and safety requirements

·         Oversee scheduling, site coordination, and service logistics

·         Monitor service KPIs and implement improvements where needed

2.Technical Leadership

·         Provide technical guidance and escalation support to service engineers and technicians

·         Ensure proper troubleshooting methodologies and root cause analysis

·         Support complex installations and critical site interventions when required

·         Maintain technical competency within the team through training and knowledge sharing

3.Customer Management

·         Act as the main point of contact for key service customers

·         Build strong customer relationships and ensure high satisfaction levels

·         Handle escalations, complaints, and critical service incidents professionally

·         Conduct service review meetings with customers where applicable

4.Business Development & Service Sales

·         Drive growth of the service business (maintenance contracts, parts, upgrades, retrofits)

·         Identify new service opportunities within the installed base

·         Support preparation of service proposals and costing

·         Collaborate with the sales team to position lifecycle and value-added services

·         Achieve service revenue and margin targets

5.Team Leadership & Development

·         Lead, mentor, and develop the service team

·         Set performance goals and monitor staff productivity

·         Support recruitment and capability development

·         Promote a strong safety and customer-centric culture

6.Process & Compliance

·         Ensure compliance with safety standards, company policies, and regulatory requirements

·         Improve service processes, reporting systems, and documentation practices

·         Maintain proper service records, reports, and customer documentation

·         Support audits and quality management initiatives