Director of Service Operations

Reports To: Regional Manager / Senior Leadership

Employment Type: Full-Time

The Director of Service is responsible for the overall leadership, performance, and strategic direction of the Fire Protection Service division across British Columbia.

This position provides leadership across multiple branches and service disciplines, including fire alarm, sprinkler, special suppression, extinguishers, emergency lighting, inspections, repairs, and recurring service programs.

The Director of Service will have full accountability for the financial and operational performance of the Service division, including revenue, gross margin/contribution, labour utilization, scheduling, productivity, customer retention, repair conversion, backlog management, and employee development.

This is a highly visible leadership position requiring a strong operator who can lead through people, establish accountability, improve processes, and consistently deliver profitable growth while maintaining an exceptional customer experience.

• Provide overall leadership and direction for Service operations across all BC branches.
• Lead and develop Branch Managers, Service Managers, Supervisors, Coordinators, Account Managers, and field leadership.
• Establish consistent operating standards and expectations across all locations.
• Ensure inspections, repairs, service calls, deficiencies, and recurring work are scheduled and completed efficiently.
• Maintain strong visibility into daily field operations, technician capacity, backlog, open work orders, and customer commitments.
• Ensure completed work is processed, documented, closed, and invoiced promptly.
• Identify operational bottlenecks and implement solutions that improve productivity and customer service.
• Build scalable processes capable of supporting continued business growth.

Own the financial performance of the Service division and ensure operational decisions support company revenue and profitability objectives.

Responsibilities include:

• Revenue and contribution/gross margin performance.
• Annual budgeting and forecasting.
• Monthly financial performance versus plan.
• Labour productivity and technician utilization.
• Overtime and labour cost management.
• Service pricing and rate strategies.
• Repair and deficiency conversion.
• Recurring inspection and service revenue.
• Work-in-progress and backlog management.
• Revenue recognition and timely billing.
• SG&A management and operational efficiency.

The Director will be expected to understand the financial position of the business at all times and develop clear action plans when performance is below target.

• Ensure field resources are effectively scheduled and deployed.
• Establish productivity and utilization expectations for technicians.
• Monitor scheduled versus available labour hours and proactively address capacity gaps.
• Work with leadership to determine manpower requirements based on revenue and workload forecasts.
• Develop recruitment and retention strategies for technicians and field leadership.
• Ensure the appropriate mix of apprentices, junior technicians, senior technicians, and specialists.
• Develop succession plans for key operational positions.
• Build a culture where accountability, urgency, teamwork, and execution are expected.

The Director of Service is ultimately responsible for ensuring customers receive a consistent, professional, and responsive service experience.

• Maintain strong relationships with key customers and strategic accounts.
• Ensure customer issues and escalations are resolved quickly.
• Establish service standards for communication, response times, scheduling, reporting, and follow-up.
• Improve customer retention and recurring revenue.
• Support Account Managers in expanding existing customer relationships.
• Ensure customers receive clear communication regarding deficiencies, repairs, recommendations, and regulatory requirements.
• Develop programs that differentiate the company through superior service rather than price alone.

Work closely with Sales and Account Management to drive profitable organic growth.

• Establish annual and monthly service sales targets.
• Increase repair and deficiency conversion rates.
• Grow recurring inspection and maintenance agreements.
• Identify opportunities within existing customers.
• Support major account renewals and contract negotiations.
• Develop pricing strategies that maintain competitiveness while protecting margin.
• Review lost…