Service Center Manager at SIMS Nigeria Limited in Victoria Island, Lagos

Position Overview

The Service Center Manager is accountable for managing the processes, effectiveness, profit margin and organizational approach of the service center. This position includes making sure client fulfillment, preserving service guidelines, and pushing ongoing development in operational frameworks.

Primary duties

• Oversee day-to-day activities of the service center, making sure smooth service dispatch and client fulfillment.
• Oversee and offer direction to all employees at the Service Center.
• Supervise the receipt, storage, and dispatch of spare parts, making sure precision and accessibility of inventory.
• Track and assess employee output, offering mentoring and development where necessary.
• Establish and track service KPIs, which includes client fulfillment, response/solution time, and stock precision.
• Ensure prompt solution of escalated client concerns and service issues.
• Organize with procurement and technical teams to align spare parts stock with service qualifications.
• Ensure adherence with organisation rules, health and safety protocols, and compliance guidelines.
• Organize and show periodic documentation on service effectiveness, client response, and stock levels.
• Lead ongoing development programs to improve service center processes and customer experience.

Credentials

• Bachelor's degree / Higher national diploma in Business Management, Stock Chain, or relevant field. A MSC is a plus.
• 5–7 years of expertise in client support or service processes, with a minimum of 2 years in a executive position.
• Demonstrated expertise monitoring stock or spare parts processes is highly preferred.
• Effective guidance, team management, and dispute settlement competencies.
• Clear articulation, logical, and corporate abilities.
• Competence in Ms office tools and Enterprise platform planning/stock management software.