The Director, Service Operations oversees the planning and successful execution of service delivery, response and repair times across North America, the pricing and cost of the delivery and the departments projects, conversions, and inspections programs. This position has direct impact and ownership of the service budget for both revenue and cost. Day to day operations is availability to support sales and customers on escalations, reviewing process and implementation of programs to be more effective and efficient, and driving field data automation strategy.

Leadership and Planning of the Service Operations Team:

• Ongoing review of department processes and individual team processes to ensure strategic goals and alignment are met.
• Interact with stakeholders to set expectations, review objectives and coordinate resources across the individual account team’s projects.
• Maintain a high-performance environment by monitoring the team tasks and ensuring a balanced workload for service profitability. Adjusting resources as needed.
• Provide high level service scheduling and cost recommendations to the team as needed.
• Provide regular quality checks for the team.
• Support assigned team members for new and existing opportunities to improve market or region, ensure we can execute new account process, and continue to ensure QBR and customer reporting metrics are meeting and exceeding expectations.

Financial Responsibilities:

• Oversight in management to exceed or meet the service budget.
• Oversight and control of service teams margin and cost control.
• Oversight for services and offerings available for the solutions and products we sell.

• Regularly attend department manager meetings, new customer RFP’s and contract renewal meetings.
• Provide bi-weekly status reports for financial review.

People Management:

• Perform employee performance reviews and evaluations.
• Assessing training needs and selecting training tools for team members.
• Recognizing areas for internal improvement and developing plans for implementing them.
• Complying and enforcing standard company policies and procedures.
• Lending expertise to internal teams and task forces.
• Ensure leaders are addressing the status reports of team members and addressing issues as appropriate.
• Review candidate resumes and conduct interviews for all positions within the team.

Policy Management

• Work with Leadership to enhance or change policies, standards, and best practices.

• Communicate with staff to ensure policies and procedures are adhered to and maintain

REQUIREMENTS

High School/Sub College/Field Experience

Min 10+ years of experience in the System Design Field/Project Management/

Professional hard and soft skills necessary to efficiently and effectively manage, develop, and motivate a group of 17+ system designers and other supporting roles.

Professional hard and soft skills necessary to efficiently and effectively manage a high quantity of projects, while maintaining the quality standards and successfully lead a team.

Proficient systems engineering. Advanced working knowledge of Burglar, Fire, Video Surveillance, Access Control systems. Previous field experience preferred

Must possess mature skills with the ability to effectively and intelligently communicate (both written and orally) with all levels of management, subordinates, peers, customers, and field resources.

Business processes and planning have to occur at both the high level and detailed level.