Service Operations Manager - HVAC

Daikin Middle East & Africa FZE is a subsidiary of Daikin Industries Ltd. and the leading provider of heating, cooling, ventilation, air purification, and refrigeration technology. The company designs, manufactures and brings to market a broad portfolio of equipment, as well as tailor-made solutions for residential, commercial, and industrial purposes in Europe, Middle East, and Africa (EMEA). To date, Daikin EMEA has over 12 000 employees across more than 59 consolidated subsidiaries. It has 12 major manufacturing facilities based in Belgium, the Czech Republic, Germany, Italy, Spain, Turkey, Austria, and the UK. Our aim is to drive sustainable and effective solutions, sparking a good climate for the generations to come. And all this can only be achieved because of our People.

About the Role

The Service Operations Manager is based in Oman and is responsible for leading and driving the overall service operations performance across the country. The role focuses on delivering operational excellence, achieving revenue and profitability targets, and ensuring high levels of customer satisfaction across all service segments, including maintenance, repairs, spare parts, and retrofit projects.

This position plays a critical role in managing service delivery through internal teams and Authorized Service Providers (ASPs), optimizing resources, and strengthening operational processes. The role also supports business growth by closely aligning with service sales, enhancing customer relationships, and ensuring compliance with company standards, local regulations, and ISO management systems.

How You Will Make an Impact

• Report directly to the Service Director and take full responsibility for Service Operations across Oman.
• Drive revenue growth and profitability by ensuring operational excellence, cost control, and efficient execution of service activities.
• Lead, develop, and coach the operations team to achieve business targets, including revenue, margin, collections, and cost management.
• Conduct regular operational reviews, including bids, quotations, contracts, and estimates to ensure accuracy and competitiveness.
• Establish and enforce operational discipline through standardized tools, processes, and performance management.
• Act as a key member of the DAOM leadership team, providing regular performance updates and strategic inputs.
• Monitor, analyze, and improve the performance of operations teams, ASPs, contractors, and third-party manpower.
• Ensure timely execution and invoicing of service jobs to meet monthly revenue recognition targets.
• Drive key service KPIs such as response time, first-time fix rate, and customer satisfaction.
• Support service sales by generating leads for AMC, OMC, T&M, spare parts, and replacement opportunities.
• Plan and manage operational budgets, manpower, and resources to support current operations and future growth.
• Develop and strengthen the ASP network, ensuring proper contracts, performance tracking, and payment structures.
• Build and maintain strong relationships with customers, contractors, dealers, and service partners.
• Handle and resolve escalated service issues, ensuring timely closure and high customer satisfaction.
• Communicate regularly with DAOM management and regional teams on service performance, profitability, and improvements.
• Oversee performance management and development of the service operations team.
• Monitor job progress and ensure timely closure of pending service activities.
• Coordinate closely with spare parts teams to ensure availability of materials and minimize service delays.
• Oversee spare parts operations, including planning and inventory management for internal and external customers.
• Ensure full compliance with local regulations, company policies, and ethical standards.
• Drive implementation and maintenance of ISO standards (ISO 9001, 14001, 45001) within the department.
• Lead recruitment, development, and retention of operational staff.
• Ensure full compliance with EHS requirements for employees, ASPs, and subcontractors.

What You Need to Succeed

• Bachelor’s degree in engineering (Mechanical / Electrical or equivalent).
• Minimum 10 years of experience in HVAC service operations, with at least 3 - 5 years in a managerial role.
• Proven track record of successfully managing HVAC service operations within Oman or GCC markets.
• Strong technical expertise in VRV/DX systems, chillers, controls, and airside products.
• Extensive experience managing technicians, engineers, contractors, and service providers.
• Strong commercial and financial acumen, including contracts, pricing, margins, and cash flow management.
• Experience in spare parts operations, inventory planning, and service logistics.
• Familiarity with ISO standards (ISO 9001, 14001, 45001) and operational best practices.
• Strong leadership, team management, and coaching capabilities.
• Excellent communication and stakeholder management skills.
• Analytical mindset with the ability to drive performance improvements.
• Customer-focused with a strong commitment to service excellence.
• Proficiency in English (written and spoken); Arabic is an advantage.
• Experience in multinational HVAC organizations.

Good climate starts with people 
Our employees are the beating heart of our company. At Daikin, you get to work in a positive environment backed by trust, creativity and continuous improvement. Together, we create our top-quality solutions by empowering talented teams. You will get plenty of opportunities to learn and grow. We are deeply committed to a diverse and inclusive workplace culture that reflects the communities we serve. Good climate starts with people.