Service Operations Manager

Position Summary

Who We Are:

We are a growth-oriented technology-enabled services organization supporting customers across multiple markets. Our Field Services team delivers reliable installation, maintenance, and technical support statewide, combining a safety-first mindset with a relentless focus on customer experience and operational excellence. 

Summary: 

The Service Operations Manager (State Operations) owns end-to-end field service delivery across an entire state, leading a multi-layer organization of supervisors, leads, and technicians. This role is accountable for customer satisfaction, SLA attainment, workforce planning, safety and compliance, inventory & fleet stewardship, and cost-to-serve performance. The manager sets the operational cadence, develops talent, standardizes processes, and drives continuous improvement to achieve best-in-class service outcomes. 

Scope & Impact: 

• Geography: Full-state coverage (Ohio) with multi-region responsibility. 

• Team: Direct management of managers/supervisors and a dispersed workforce. 

• Assets & Logistics: Oversees parts depots/stocking locations, RMA, fleet utilization, route optimization, vendor/third-party partners. 

• Financials: Accountable for budget adherence, forecast accuracy, and cost optimization; influences state revenue through uptime and project throughput. 

Key Responsibilities: 

Strategy & Planning: 

• Translate company strategy into a state operating plan with clear goals, staffing models, coverage maps, depot strategy, and capital needs. 

• Own weekly/monthly/quarterly business reviews (WBR/MBR/QBR); publish dashboards and action plans. 

• Forecast volume (work orders, installs, projects) and align capacity, training, and inventory accordingly. 

People Leadership: 

• Hire, onboard, and develop leaders; build a bench and succession plans for critical roles. 

• Set expectations, coach for performance, and recognize results; manage performance issues with fairness and urgency. 

• Foster a culture of safety, accountability, and inclusion; reinforce company values and ethical standards. 

Operations & Service Delivery: 

• Ensure SLA achievement (response, restoration, first-time-fix) and efficient schedule/dispatch across the state. 

• Standardize procedures (SOPs, work instructions) and drive adoption of field mobility/CMMS tools. 

• Oversee install/projects, preventive maintenance, break/fix, and after-hours coverage; own escalation management. 

Customer & Cross-Functional: 

• Partner with Sales/Account Management on installs, renewals, and service recovery; join customer business reviews as needed. 

• Collaborate with Product/Engineering on field feedback, pilot programs, and change management. 

• Coordinate with Supply Chain/Distribution on parts availability, forecasting, and logistics; with Finance on billing and accruals. 

Key Metrics (examples): 

• SLA attainment (response/restoration); First-Time-Fix Rate (FTFR) 

• Mean Time to Respond/Repair (MTTR); backlog aging and schedule adherence