Service Manager

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.