DGM - Service Centre Operations (Steel/TMT)

DGM, Operations Head Service Centers
About JSW ONE
JSW One Platforms is a B2B e-commerce platform designed to build transparency, trust, and ease of business for MSMEs in India. The platforms include JSW One MSME and JSW One Homes.

JSW One MSME is a one-stop, multi-product digital marketplace that provides end-to-end solutions for construction and manufacturing businesses by leveraging JSW One's product catalogue, logistics, and financing expertise.

JSW One Homes is an end-to-end home construction service for individual home builders, offering a technology-enabled platform to manage cost, quality, and project timelines through vetted turnkey contractors.

With the growth of JSW One, we are expanding our team and looking for dedicated professionals who thrive in a collaborative, growth-oriented environment.
Purpose of the Role
We are seeking an experienced and hands-on Operations Head to lead and scale our nationwide network of third-party service centers. The role requires a strategic yet execution-focused leader who can streamline workflows, optimize service performance, build SOPs, and drive service excellence across the service center network.

The incumbent will own the complete service center operations value chainfrom inbound material movement to final customer deliveryand lead both on-roll and off-roll teams.
Roles & Responsibilities

• Build and implement SOPs, KPIs, and SLAs across all service centers.
• Lead the expansion from 12 to 20 service centers while ensuring standardization.
• Own third-party service center contracts, compliance, and service audits.
• Lead central planners and order coordinators for daily operations.
• Coordinate with local service center teams for operational alignment.
• Ensure maximum throughput and minimal downtime across operations.
• Drive process standardization, layout optimization, and cycle time reduction.
• Coordinate with SGS for quality inspections and NCR resolution.
• Conduct regular operational audits and implement corrective actions.
• Collaborate with Sales, Procurement, Logistics, and Customer Service teams.
• Govern third-party service providers through defined performance metrics.
• Act as the escalation point for critical operational issues.

Key Performance Indicators (KPIs)

• Turnaround Time (TAT) per order
• On-Time In-Full (OTIF) deliveries
• Service center uptime and productivity
• Customer complaints % and resolution TAT
• Vendor SLA adherence
• Operations cost per ton

Who Can Apply

• 1015 years of experience in warehouse, logistics, or central operations (B2B preferred).
• Experience managing third-party operations in a multi-location environment.
• Strong knowledge of quality assurance, inventory management, and logistics.
• Ability to understand steel industry operations, including coil processing.
• Hands-on leader with strong execution capabilities.
• Data-driven mindset with ERP/SCM system exposure.
• Excellent leadership, communication, negotiation, and problem-solving skills.
• Willingness to travel across India.
• Ability to work effectively in a dynamic and ambiguous environment.