Service Operational Support Manager - P4 at Sandvik

About the role 

• As a Service Operational Support Manager, you will play a pivotal role in driving operational excellence across our service organizations in Africa.  You will be part of the Parts & Services Service Operations Management team and will report directly to the VP Service Operations. 

 Your mission is to ensure our service operations are efficient, cost-effective, and exceed customer expectations. You will:

• Champion continuous improvement, lean practices, and standardization across service operations.
• Support Service Digital Transformation
• Support implementation and execution of global standards, processes and systems
• Provide inputs and supports for Real Estate team
• Partner with Service Excellence Team to ensure seamless execution of processes, standards and improvement plans, for workshops and Field services
• Partner with CSM and Portfolio Managers to ensure seamless execution and introduction of contracts and products.
• Ensure compliance with Sandvik’s EHS policies and standards.
• Provide strategic input to Business Line Managers, CSMs, Portfolio managers, Service Excellence and Digital Transformation Teams on service requirements, offerings and technical support capabilities.
• Support Business Performance Manager and monitor service contracts in the respective Sales Areas to ensure performance meets or exceeds contractual obligations and cost targets.
• Support service workshops in the respective Sales Areas operations, ensuring optimal cost, utilization, quality, and cycle times.
• Support field service execution and performance management in the respective Sales Areas.
• Drive KPIs including workshop efficiency, service utilization, order intake vs. forecast, WIP aging, and service profitability.

Your Profile 

We are looking for a results-driven and experienced leader with a strong background in service operations and heavy engineering. The ideal candidate will have:

• At least 5 years of experience in a management or leadership role.
• A background in Engineering or Business Administration (minimum 5 years preferred).
• Proven experience managing heavy engineering workshop facilities.
• Exposure to mobile mining equipment in workshop and field service environments.
• Strong knowledge of service contract management and performance metrics.
• Qualifications or experience in Six Sigma or similar productivity improvement programs.
• A passion for continuous improvement, workforce development, and operational excellence.
• A commitment to EHS standards and a track record of supporting workforce retention and competence development.