The Operations & Project Delivery Manager plays a pivotal role in leading complex projects, managing the Operations area, and fostering strong client relationships.
The position incorporates the responsibilities of Operations, Solutions Proposition & Project Delivery, and Customer Service/Tech Support, ensuring efficient execution, financial excellence, and high customer satisfaction.

This role leads and develops a multidisciplinary team (Project Professional, Engineering, PDI,  After Sales & Technical Support), guiding them toward operational excellence and continuous improvement. The Manager also acts as the main point of escalation for clients and staff, ensuring timely resolution of issues, seamless project delivery, and alignment with business goals.

Key Responsibilities

Project & Operations Management

• Manage highly complex projects from initiation to completion, ensuring delivery on time, scope, and budget.
• Define goals and deliverables, ensuring alignment with client expectations.
• Conduct ongoing project business reviews, including resource allocation, financial delivery, and customer satisfaction.
• Support Solutions propositions during the offer phase, assessing feasibility and execution terms.
• Oversee and set strategy for process improvements, SOP implementation, and cost efficiency.
• Ensure proper planning through Sales, Inventory & Operations Planning (SIOP).
• Develop training programs for the team (including CTL).

Customer Service & Technical Support

• Act as the primary escalation point for clients when issues with installed systems or hardware arise.
• Provide guidance to clients on troubleshooting steps and ensure the best possible solutions.
• Coordinate the Technical Support Team to deliver efficient and high-quality service.
• Manage CRM tickets: open, update, and follow up on issues until resolution.
• Draft and distribute the weekly handover report to the Desk Support Team with client/hotel updates.
• Arrange engineers’ field visits, coordinating with suppliers when necessary.
• Provide quotes for additional services (channels, hardware, upgrades).
• Support the COO in evaluating whether urgent issues outside business hours require immediate on-site intervention.

Team Leadership

• Lead, develop, and mentor Solutions Proposition & Delivery and Execution + After Sales & Tech Support teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Monitor workflow and productivity, adjusting shifts and staffing as needed.
• Oversee recruitment, training, performance reviews, and career development of team members.
• Ensure succession planning and skills development across the organization.
• Lead daily stand-up meetings, providing direction and follow-up on objectives.

Qualifications

• Associate Degree (A.A.) or equivalent; Bachelor’s preferred.
• Minimum 5 years’ experience in Operations and/or Project Management, with exposure to Customer Service or Technical Support functions.
• Proven track record in leading teams and managing complex projects.
• Strong financial acumen and ability to manage project/business budgets.
• Excellent communication skills (oral and written), with ability to interact with clients, internal teams, and external stakeholders.
• Solid technical knowledge in Controls/HVAC systems, networking (LAN/WAN, routing, TCP/IP, wireless) is a plus.
• High customer focus, problem-solving ability, and organizational skills.