Service Operations Manager

Position Summary

When you work at Daktronics, you’ll be part of something amazing. We design, engineer, manufacture and support bold, eye-catching digital LED display technology and audio systems.

 

Our products bring excitement to professional, college and high school games. They attract customers for businesses around the world, and even provide direction for people as they travel, work and play.

 

As part of the Daktronics team, you’ll have interesting, impactful work with flexible opportunities. You can learn and grow at a company that provides competitive compensation and meaningful benefits – and the people are second to none.

 

What will the work look like for me?

The Service Operations Manager is responsible for improving operational performance across Global Services functions, including Service Coordination, Remote Technical Support, On‑Site Technical Support, and Parts & Materials. This role drives measurable improvements in efficiency, customer experience, and cost-to-serve by optimizing people, processes, and enabling systems. The successful candidate brings deep service operations expertise working in a high mix low volume service environment, strong cross-functional leadership, and experience implementing scalable workflows, tools, and continuous improvement practices that improve throughput, quality, and predictability. This role will partner closely with service leaders, the business units, and IT to align operating models and execution to defined KPIs/SLAs and to ensure the service operation is supported by effective systems, data, and governance.

 

Key Responsibilities

Operational Performance Leadership (People/Process/System)

• Responsible for end-to-end service delivery workflows across Service Coordination, Remote Support, On‑Site Support, and Parts & Materials; identify constraints, handoff issues, rework drivers, and system gaps.
• Establish & enforce operating norms (daily/weekly performance reviews, tiered escalation, cross-team prioritization) and translate insights into actionable improvement plans.
• Deliver measurable improvements in KPI including response time, resolution speed, first-time fix, utilization, and cost-to-serve.

KPI, SLA, and Capacity Management

• Maintain a KPI framework aligned to service outcomes; create visibility through dashboards, scorecards, and management reporting.
• Identify capacity constraints and workload drivers; recommend staffing models, tiering structures, scheduling improvements, and workload balancing.
• Implement leading indicators to proactively manage risk (e.g., aging backlog, parts readiness for scheduled visits, repeat incident rate, escalation volume).

Process Improvement & Lean Execution

• Own continuous improvement initiatives using Lean/CI tools (value stream mapping, root cause analysis, standard work, visual management, A3, Kaizen, 5 Whys).
• Drive reduction of waste (handoffs, motion, waiting, overprocessing, rework) and improve flow between teams.
• Build scalable process documentation and governance to sustain improvements and minimize drift.

Systems Enablement & Workflow Automation

• Partner with IT/system owners to evaluate and enhance service enabling tools (e.g., case management/CRM, field service management, knowledge base, parts logistics/ERP, scheduling/dispatch, reporting tools).
• Translate operational needs into system requirements and user stories; help prioritize a roadmap that reduces manual work and improves data quality.
• Accelerate adoption: training, SOPs, job aids, change management, and feedback loops to ensure tools support real workflows.

Cross-Functional Alignment & Change Leadership

• Serve as the “connector” across functions to ensure consistent prioritization and coordinated execution.
• Facilitate alignment with Product/Engineering on defect trends, product reliability issues, knowledge gaps, and serviceability improvements.
• Own communication plans and stakeholder engagement to ensure changes are understood, adopted, and sustained.

Customer & Business Outcomes Focus

• Improve customer experience through better predictability, faster resolution, and fewer repeat events.
• Improve operational efficiency through reduced cycle time, improved utilization, better parts readiness, reduced escalations, and lowered cost-to-serve.
• Support strategic initiatives related to service transformatio