National Director of Service Operations

What You’ll Be Doing (and Doing Well!)

• Ensure compliance with all company safety initiatives and reinforce a strong safety-first culture within service operations.
• Accountable for service revenue execution, service margin performance, productivity, and alignment to budget across all Divisions.
• Responsible for execution and standardization of all service operations, ensuring performance, accountability, and consistency in scheduling, inspections, service delivery, open calls, and billing.
• Partner with Regional and Division Operations Managers to drive execution, accountability, and consistency across service operations. Provide performance feedback as needed.
• Own national service rate structure, ensuring annual updates aligned to labor burden, market conditions, and profitability expectations.
• Approve service contract margins below established thresholds, ensuring proper risk evaluation and alignment to total customer lifecycle profitability.
• Drive service workforce planning, staffing models, and labor alignment to ensure appropriate resources are in place to support workload demand and growth.
• Ensure certifications and licensing compliance across all service operations.
• Drive field productivity through labor utilization, efficiency improvements, and capacity optimization aligned with company targets.
• Manage key service KPIs, including inspection completion, contract attrition, NPS, first-time fix rate, labor utilization, and service inventory management.
• Drive discipline in the deficiency process which includes deficiency identification, days-to-quote, overall volume, and margin thresholds.
• Ensure full implementation of the ERP system and other related approved tech tools to improve efficiency and scalability.
• Participate in pre-bid reviews for strategic and large-scale service contracts, ensuring service scope, execution planning, risk evaluation, and pricing inputs align with profitability expectations.
• Partner with Sales and Finance to support renewal discipline, bundled offerings (S3), revenue growth, and improved cash collection outcomes.
• Support M&A integration efforts, ensuring alignment to service processes, SCRP standards, systems, and operational expectations.
• Travel nationally up to 60% to support business objectives, team engagement, and operational alignment.

What We Like About You

• 8+ years of progressive service operations leadership experience within the fire detection, security, and life safety industry, including multi-region or national responsibility.
• Strong experience managing budgets, forecasts, and service margin performance.
• Deep expertise in field operations, service models, service delivery, and workforce planning.
• Strong understanding of safety programs, OSHA compliance, and operational risk management.
• Demonstrated success driving productivity, efficiency, and operational scalability.
• Effective communication and leadership skills with the ability to influence people at all levels.
• Ability to build, develop, and retain high-performing teams.

What We’re Bringing To The Table

• Competitive salary based on qualifications.
• Paid time off plan and holidays.
• 401(k) matching.
• Short term and long-term disability.
• Medical, dental, and vision plans with options.
• Life insurance.
• Professional career development opportunities.
• Tuition reimbursement program.