Service Operations Manager

Summary

DI exists to relieve the world of mediocre experiences and create remarkable ones. Our people make the remarkable possible through an unwavering display of uncommon commitment each day.

The Service Operations Manager leads the day‑to‑day operations of DI’s service organization across Technology and Fabrication. The position ensures service requests are efficiently routed, properly scoped, and successfully executed while delivering an exceptional client experience. The manager collaborates closely with Sales, Technology, Fabrication, Supply Chain, and Estimating to coordinate service work and improve operational effectiveness. The role is responsible for developing the operational foundation, leadership skills, and business knowledge necessary to grow the DI service business over time.

• Serve as the primary point of contact for Technology and Fabrication service requests.
• Ensure clients receive timely communication and exceptional service throughout the service lifecycle.
• Coordinate resolution of client issues and, when appropriate, escalations.
• Build strong client relationships that encourage repeat service work.
• Gather client feedback and identify opportunities to improve the service experience.

• Manage daily service operations, including intake, scheduling, prioritization, routing, and execution.
• Coordinate service agreements, warranties, preventive maintenance, and repair requests.
• Ensure accurate documentation and workflow management in Salesforce, Wrike, and other business systems.
• Identify and implement operational improvements that increase efficiency and consistency.
• Monitor service workload and response times.

• Lead and support the Service team through coaching, development, and daily direction.
• Coordinate work across Sales, Project Management, Technology, Fabrication, Supply Chain, and Estimating to ensure efficient execution.
• Foster collaboration and accountability across cross‑functional teams.
• Assist with hiring, onboarding, and developing team members.
• Promote DI’s culture of servant leadership, ownership, and continuous improvement.

• Support Sales in identifying service opportunities and recurring revenue.
• Lead service estimates, proposals, warranties, and renewals.
• Track service KPIs and provide regular reporting to Operations Leadership.
• Identify trends, recurring issues, and improvement opportunities.
• Support implementation of new service offerings, tools, and processes.

• Working knowledge of technology systems, fabrication processes, and construction workflows with a capacity to communicate complex technical concepts to both technical and non‑technical audiences.
• Calm, professional demeanor with the ability to make sound decisions under pressure.
• Growth mindset and passion for continuous improvement.
• Strong client relationship and communication skills.
• Excellent organizational and project coordination abilities.
• Demonstrated leadership and coaching skills.
• Strong problem‑solving and decision‑making capabilities.
• Ability to prioritize multiple competing priorities.
• Operational mindset with a passion for process improvement.
• Ability to collaborate effectively across multiple departments.
• Ability to service physical experiential installations (fabrication or technology).

• Bachelor’s degree in Business Administration, Operations Management, Engineering, Construction Management, Technology, or a related field (or equivalent experience).
• Five or more years of experience in service, operations, manufacturing, construction, or technology.
• Two or more years of leadership or supervisory experience.
• Experience managing client relationships and coordinating cross‑functional teams.
• Experience using ERP, CRM, or project management software preferred.
• Experience with technology installations and technical expertise is a plus.

• The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job.
• The employee is occasionally required to reach with hands…