Services Operations Manager

Role Overview

Lead Field Services operations with a focus on:

• Ensuring team safety

• Executing jobs on customer sites to meet quality, budget, and time standards

• Deploying corporate strategy effectively

• Enhancing accuracy, efficiency, and effectiveness of service delivery

• Driving customer satisfaction

• Accelerating sales, backlog management, and profitability

• Managing Operations teams

• Facilitating the transition to a digital business model

Essential Responsibilities

Safety & Cybersecurity

• Lead by example in applying safety and cybersecurity standards.

• Ensure Field Service Representatives (FSRs) are certified and equipped with appropriate PPE before site visits.

• Ensure FSR Managers conduct at least one safety audit per FSR annually.

• Ensure all team members are trained in cybersecurity and use compliant devices.

Business Performance

• Plan and execute jobs to optimize profitability while maintaining safety, quality, and customer service.

• Manage backlog health and forecast accuracy in alignment with resource utilization and skill sets.

• Establish governance for technical assurance and delivery assessment.

• Drive profitable growth through the Annual Operation Productivity Plan (AO2P), including workforce planning.

• Ensure invoicing for additional customer-requested work.

• Promote the FSR Lead Generation program.

• Implement a lean and agile operations structure.

• Control operating costs effectively.

• Develop and strengthen key customer relationships.

• Improve first-time fix rates (FTFR).

• Foster strategic account loyalty.

People

• Attract, recruit, onboard, develop, motivate, retain, and manage a high-performing Operations team.

• Control voluntary attrition.

• Build a future talent pipeline by scouting and nurturing a diverse pool of Services talent.

• Align team skills and behaviors with evolving business needs and market conditions.

Organization

• Model collaboration across Services functions, business units, and the Global Services Execution Team.

• Promote the elimination of silos.

• Deploy the operating model effectively.

• Drive a lean and agile organizational structure.

Main Interactions

FSVP, Sales, Customers, Back Office Coordinators, FSRs & Subcontractors, Quality, Health & Safety, Finance, and the Global Services Execution Team.

What qualifications will make you successful for this role?

• Degree in Engineering and/or Business, or equivalent experience.

• Minimum of 8 years of leadership experience.

• Strong customer orientation and people management skills.

• Experience in Service Delivery

• At least some knowledge and/or experience in energy management (Power Systems and/or Secure Power).

• Visionary leadership with excellent communication and teamwork abilities.

• Extensive business acumen and results-driven mindset.

• Confidence and decisiveness with accountability.

• Except...