Operations & Commercial Manager

Job PurposeThe Operations & Commercial Manager is responsible for overseeing and developing the Maintenance Department's operational and commercial activities, ensuring efficient service delivery, customer satisfaction, business growth, and high standards of operational performance.The position combines maintenance operations management, commercial development, customer relationship management, and team leadership to ensure the effective delivery of maintenance services and the achievement of departmental objectives. Key ResponsibilitiesA. Operations ManagementOversee daily maintenance operations, including preventive and corrective maintenance activities.Ensure proper planning, scheduling, and execution of maintenance jobs and service requests.Supervise the performance and productivity of maintenance teams, engineers, supervisors, and field technicians.Ensure timely completion of PMSOs, CMSOs, and customer service requests.Optimize manpower allocation, equipment utilization, and operational resources.Ensure compliance with technical standards, safety procedures, and company policies.Monitor outstanding maintenance jobs and implement corrective actions to minimize delays.Ensure proper documentation and reporting of all maintenance activities.B. Commercial ManagementDevelop and implement commercial strategies to increase maintenance service revenues and expand the customer base.Identify new business opportunities and develop relationships with potential customers.Prepare, review, and follow up on maintenance contracts, service agreements, and commercial offers.Monitor contract renewals and ensure effective follow-up with existing customers.Maintain strong relationships with customers and ensure a high level of customer satisfaction.Negotiate commercial terms with customers while protecting the company's interests.Coordinate with the Sales and Finance Departments regarding quotations, invoicing, collections, and outstanding receivables.Identify opportunities to promote additional maintenance services and customized service solutions.C. Performance Management & ReportingEstablish and monitor departmental KPIs to ensure operational and commercial objectives are achieved.Regularly evaluate maintenance team productivity, performance, and service delivery.Monitor preventive and corrective maintenance completion rates and outstanding service requests.Track customer satisfaction, response times, and service quality.Identify performance gaps and implement corrective and improvement actions.Monitor employees' performance against assigned objectives and responsibilities.Prepare periodic operational and commercial performance reports for management.Recommend improvements to enhance departmental efficiency and service quality.D. Team Management & DevelopmentLead, supervise, and evaluate maintenance supervisors, engineers, technicians, and administrative staff.Establish clear responsibilities, objectives, and performance expectations.Assess manpower requirements and recommend recruitment or training when necessary.Promote accountability, teamwork, discipline, and continuous improvement.Conduct regular performance evaluations and ensure effective communication within the department.Develop employees' technical and professional capabilities through appropriate training and coaching.E. Coordination & Process ImprovementCoordinate with the Spare Parts, Procurement, Warehouse, Finance, and Sales Departments to ensure smooth workflow.Ensure proper coordination between field teams, maintenance supervisors, and administrative personnel.Review existing operational procedures and recommend improvements.Ensure compliance with company policies, internal procedures, and reporting requirements.Support management in implementing departmental development plans and operational strategies. Qualifications & ExperienceBachelor's degree in Mechanical Engineering, Electrical Engineering, or Business Administration.Minimum 7–10 years of relevant experience, preferably in the diesel generator or power generation industry.Proven experience in managing maintenance operations and technical teams.Strong understanding of preventive and corrective maintenance processes.Experience in maintenance contracts, commercial offers, customer relations, and business development.Good knowledge of operational planning, performance monitoring, and KPI management.Excellent leadership, communication, negotiation, and problem-solving skills.Very good command of English and Arabic.Proficiency in MS Office and ERP systems. Key Performance Indicators (KPIs)Performance will be evaluated based on the following indicators:Preventive maintenance completion rate.Corrective maintenance response and completion time.Number of overdue PMSOs and CMSOs.Maintenance team productivity and manpower utilization.Maintenance contract acquisition and renewal rates.Growth in maintenance service activities and customer base.Customer satisfaction and complaint resolution.Service delivery quality and compliance with agreed schedules.Employee performance and achievement of assigned objectives.Compliance with operational procedures and reporting requirements. Required CompetenciesStrong operational and commercial leadership.Business development and customer relationship management.Strategic planning and organizational skills.Effective decision-making and problem-solving.Strong negotiation and communication skills.Team leadership and performance management.Accountability and results orientation.Ability to manage multiple priorities and work under pressure.