Senior Service Operations Manager

BGIS ITS is currently seeking a Senior Service Operations Manager to join the team in Hudson, FL.

Join BGIS Integrated Technical Services (ITS) and take your HVAC career to the next level with a company that invests in your growth, well-being, and future. We’re hiring a Senior Service Operations Manager in Hudson, FL. be part of a global leader in facility management and make a meaningful impact every day.

Why BGIS ITS?

At BGIS ITS, we support over 500 U.S.-based technicians (and 7,000 globally) with industry-leading training, resources, and career development. Since joining the BGIS group in 2022, we’ve redefined excellence in integrated facility management by prioritizing professionalism, care, and continuous improvement.

Overview of the role:

The Senior Service Operations Manager is accountable for national service coordination, warranty administration, open-job management, cross functional resolutions, and billing operations.  The position ensures every completed job is closed properly administratively, billed accurately and timely, and client commitments are met or exceeded. The role drives profitable operations and revenue capture. The Senior Service Operations Manager leads multiple teams positively exemplifying BGIS values. 

Compensation & Benefits

• Annual Salary Rate: $110,000 annually
• Optimizer Annual Incentive Award: 5% 
• Paid Time Off: Start with 48 hours, increasing to 168 hours with tenure
• Paid Holidays: 7 annually (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas)
• 401(k) Match: 5% employer contribution

Additional Perks:

• Comprehensive Benefits: Health, life, and disability coverage
• Corporate Discounts: Exclusive perks through ADP
• Career Development: Ongoing technical training and certifications
• Growth Opportunities: Clear paths for advancement and relocation

KEY DUTIES & RESPONSIBILITIES

People Leadership

• Build a high-performing culture across service coordination, warranty, open-job management, and billing teams.
• Create a culture of learning and development with all team members in the service organization. 
• Recruit, train, coach, and mentor team members to deliver exceptional client service and accurate revenue capture. 
• Define performance expectations and provide performance feedback. 
• Recommend professional training and support team member career planning. 
• Communicate company goals, safety standards, policies, and priorities effectively. 
• Complete mid-year and annual performance evaluations along with annual development plan reviews for each direct report on team. 
• Support completion of other key initiatives as assigned. 

Service Operations and Revenue Management

• Provide leadership and strategic direction for service coordination, warranty fulfillment, open-job oversight, and national billing operations to maximize revenue, profit, safety performance, and team engagement. 
• Lead billing processes for ITS HVAC business ensuring work across service departments is accurately and promptly invoiced to clients, optimizing revenue capture and cash flow.  
• Direct service coordination activities, serving as primary escalation point for complex client and field issues, warranty claims, and cross-functional follow up requirements. (such as facilitating resolution in service and install transitions)
• Monitor all open approved jobs, partner with operations for timely completion, remove roadblocks, coordinate parts and labor availability, and verify proper close out for billing. 
• Communicate with field operations, install, and project teams to reach continuous goal of seamless job progression and final hand-off to billing. 
• Review invoice, work orders, job files, and billing packages for accuracy and completeness prior to client submission. 
• Drive Customer Service Level Agreement (SLA) Excellence across service delivery and billing cycles.
• Analyze operational and billing data (aging open jobs, days sales outstanding, write-offs, completion rates) to identify and execute improvement opportunities. 
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