Service Manager

About This Role

Job Summary

The incumbent’s goal is to oversee daily bus service operations at Mowasalat, ensuring efficient service delivery, optimal resource utilization, and high levels of customer satisfaction. The role ensures operational excellence through effective team leadership, engineering and maintenance oversight, compliance with safety and regulatory requirements, and continuous improvement of service quality and performance.

Main Responsibilities

Service Delivery & Operations

• Manage daily bus service operations to ensure schedule adherence, on‑time performance, reliability, and customer satisfaction.
• Coordinate and respond to service disruptions, emergencies, crisis situations, and contingency planning.
• Monitor service performance metrics, analyze operational trends, identify areas for improvement, and implement data‑driven solutions.

Engineering & Maintenance Oversight

• Provide technical guidance for fleet-wide engineering and maintenance programs to optimize asset utilization and lifecycle management.
• Oversee maintenance and repair activities of mechanical, electrical, and electronic bus systems, ensuring alignment with industry standards.
• Ensure compliance with safety procedures, regulatory requirements, and engineering standards through audits and risk assessments.

Team Leadership & Development

• Lead, supervise, and mentor engineering and technical teams, providing coaching, guidance, and development opportunities.
• Foster a collaborative, engaged, and high‑performance team culture focused on continuous improvement.
• Develop and implement training initiatives to enhance technical and leadership competencies.

Customer Service & Quality Assurance

• Ensure delivery of high‑quality customer service by addressing complaints, feedback, and inquiries professionally and promptly.
• Implement customer service initiatives aimed at improving satisfaction, loyalty, and overall service experience.
• Monitor and evaluate service quality, conduct customer surveys, and identify areas for enhancement.

Strategic Planning & Compliance

• Develop and manage budgets related to engineering and maintenance activities while ensuring cost‑effectiveness.
• Ensure compliance with regulatory standards, company policies, safety protocols, and environmental requirements.
• Implement business continuity plans, risk mitigation strategies, and disaster recovery procedures.

Qualifications, Certificates & Skills

Education

• Bachelor’s degree in Business Administration, Operations Management, or a related field.

Experience

• Minimum 12 years of relevant experience, including at least 4–5 years in a supervisory/lead role within the GCC.

Certifications & Training

• Relevant certifications such as:
• Certified Engineer (CE)
• Certified Maintenance Manager (CMM)
• Project Management Professional (PMP)

Skills

• Engineering & Maintenance Management
• Leadership & Team Management
• Communication & Collaboration
• Quality Control & Maintenance Planning
• Fleet Management
• Problem‑Solving & Time Management