Service Manager

We are seeking an experienced and business-oriented Service Manager to lead and develop our service organization. This role combines operational leadership, customer management, technical understanding, and commercial responsibility.

The Service Manager will be responsible for managing service delivery, improving operational performance, driving profitability, and fostering a culture of ownership and customer excellence. This is not a traditional maintenance management role, but a leadership position focused on building and growing a high-performing service organization while maintaining full accountability for service quality, operational efficiency, and business results.

Key Responsibilities:

• Full ownership of the service unit's performance, including revenue, costs, and profitability.
• Lead the growth and development of the service organization, defining operating models, implementing improvements, and delivering measurable results.
• Drive business growth through upselling, contract expansion, and identification of new opportunities within existing customer accounts.
• Manage service contracts, including scope, commitments, profitability, risks, and contractual obligations.
• Lead and manage service teams, including managers, team leaders, field technicians, and support personnel.
• Oversee 24/7 service operations, including resource allocation, prioritization, dispatching, and escalation management.
• Ensure effective preventive and corrective maintenance processes while maintaining system availability and service continuity.
• Drive operational excellence through KPI management, performance measurement, productivity improvement, process optimization, and workload balancing.
• Foster a culture of end-to-end ownership, accountability, and proactive customer service.
• Lead the resolution of complex incidents and critical service issues through to closure and lessons learned.
• Develop annual and multi-year operational plans and manage budgets to achieve efficiency and business objectives.
• Manage subcontractors and external suppliers, ensuring quality, performance, timelines, and cost control.
• Maintain strong relationships with customers and internal stakeholders.
• Establish operational procedures, management routines, performance reviews, and continuous improvement initiatives.
• Promote automation, process optimization, and operational efficiency across the service organization.
• Ensure compliance with quality, safety, regulatory, and contractual requirements.

Requirements:

• Proven experience managing service, maintenance, operations, or technical support organizations.
• Strong business acumen with experience managing budgets, profitability, and service performance.
• Experience leading managers, supervisors, and multidisciplinary service teams.
• Demonstrated ability to improve operational efficiency and implement structured service processes.
• Strong customer-facing skills and experience managing strategic customer relationships.
• Experience managing service contracts, SLAs, KPIs, and operational performance metrics.
• Excellent leadership, communication, and stakeholder management skills.
• Technical background in engineering, telecommunications, IT, systems integration, infrastructure, defense technologies, or related fields - an advantage.
• Results-driven approach with strong analytical and problem-solving capabilities.
• Fluent Hebrew and English.