Service Manager

Location: Bengaluru

Department:
Service & Operations

Location:

Bangalore, Karnataka
Reporting To:
Head – Operations / Business Head
Travel Requirement:
Extensive travel (local + outstation) – mandatory
Offered CTC - ₹5 - ₹5.5L per annum

Role Purpose
The Service Head / Operations Manager will be responsible for end-to-end service delivery and
operational excellence across the South region. The role ensures seamless coordination between
customers, sales teams, installation partners, and internal stakeholders to deliver high-quality
modular furniture installations, on time and as per design and safety standards.

Key Responsibilities
Service Operations & Execution
 Oversee and manage end-to-end modular furniture installation operations across assigned Southern
locations.
 Ensure installations are executed as per approved designs, technical drawings, and quality
standards.
 Conduct site visits to assess readiness, supervise installations, and resolve on-site challenges.
Customer & Stakeholder Management
 Act as the primary escalation point for customer service and installation-related issues.
 Maintain proactive communication with customers, ensuring transparency on timelines and
issue resolution.
 Coordinate closely with sales, design, logistics, and installation teams to ensure smooth
handovers and execution.
Team Leadership & Coordination
 Lead, guide, and monitor service engineers, installation teams, and external partners.
 Allocate work, monitor productivity, and ensure adherence to service SLAs.
 Drive a culture of accountability, safety, and customer-centricity.
Complaint & Quality Management
 Review and monitor the complaint tracker, ensuring proper root cause analysis and
permanent corrective actions.
 Reduce repeat complaints by implementing process improvements and preventive controls.
 Ensure final installations meet quality expectations before closure.

Process, Safety & Compliance
 Ensure adherence to installation safety norms, site regulations, and best practices.
 Identify gaps in service processes and drive continuous improvements.
 Maintain documentation related to installations, handovers, and partner agreements.
Travel & Site Supervision
 Travel regularly to customer sites and studios across Southern India, including outstation
locations.
 Conduct surprise audits and service reviews at active and completed project sites.

Key Result Areas (KRAs)
1. Installation Excellence
o ≥95% on-time installation completion rate.
2. Customer Satisfaction
o Improvement in customer feedback and reduction in escalations.
3. Complaint Reduction
o Reduction in repeat service complaints through RCA and corrective actions.
4. Operational Efficiency
o Improved coordination and reduced rework or installation delays.
5. Safety & Compliance
o Zero major safety violations at installation sites.

Required

Skills & Qualifications
Experience & Education
 Proven experience as a Service Manager / Operations Manager in the modular furniture
industry.
 Background in Modular Furniture, Interior Fit-out preferred.
Technical & Functional Skills
 Strong knowledge of modular furniture installation techniques, tools, and materials.
 Ability to read and interpret design layouts, BOQs, and technical drawings.
 Working knowledge of site safety regulations and best practices.

Leadership & Behavioral Competencies
 Strong leadership and decision-making capabilities.
 Excellent communication and interpersonal skills to manage clients and teams.
 High problem-solving ability with attention to detail.
 Ability to work under pressure and manage multiple sites simultaneously.

Location & Mobility
 Candidate must be based in West India, preferably Bangalore, Karnataka.
 Must be comfortable with extensive travel, including outstation assignments (non
- negotiable).

Why Join Us
 Opportunity to lead service operations for a fast-growing modular furniture brand.
 High ownership role with direct impact on customer experience and business reputation.
 Exposure to multi-city operations and senior leadership interaction.