National Director of Service Operations

Title: National Director of Service Operations

Location: FL - State-wide Remote

Job Description:

THE POSITION IN A NUTSHELL

Sciens Building Solutions is seeking a National Director of Service Operations, to lead and optimize service execution across all regions, ensuring consistent delivery of safety, quality, productivity, and financial performance. This role is responsible for service revenue execution, service margin attainment, productivity, and P&L alignment to budget, while ensuring consistency and scalability across the service organization. Reporting directly to the National Senior Director of Operations, this leader plays a critical role in advancing operational excellence, enforcing service standards, and scaling the Sciens Service Suite (S3) delivery model nationally.

WHAT YOU’LL BE DOING (and doing well!)

• Ensure compliance with all company safety initiatives and reinforce a strong safety-first culture within service operations.
• Accountable for service revenue execution, service margin performance, productivity, and alignment to budget across all Divisions.
• Responsible for execution and standardization of all service operations, ensuring performance, accountability, and consistency in scheduling, inspections, service delivery, open calls, and billing.
• Partner with Regional and Division Operations Managers to drive execution, accountability, and consistency across service operations. Provide performance feedback as needed.
• Responsible for service margin execution discipline, ensuring compliance with the Service Contract Renewal Process (SCRP), including pricing, billing practices, terms and conditions, and contract uplift targets.
• Own national service rate structure, ensuring annual updates aligned to labor burden, market conditions, and profitability expectations.
• Approve service contract margins below established thresholds, ensuring proper risk evaluation and alignment to total customer lifecycle profitability.
• Support expansion and consistent execution of the Sciens Service Suite (S3) in-house delivery model across all regions.
• Drive service workforce planning, staffing models, and labor alignment to ensure appropriate resources are in place to support workload demand and growth.
• Ensure certifications and licensing compliance across all service operations.
• Drive field productivity through labor utilization, efficiency improvements, and capacity optimization aligned with company targets.
• Manage key service KPIs, including inspection completion, contract attrition, NPS, first-time fix rate, labor utilization, and service inventory management.
• Drive discipline in the deficiency process which includes deficiency identification, days-to-quote, overall volume, and margin thresholds.
• Tech stack: Ensure full implementation of the ERP system and other related approved tech tools to improve efficiency and scalability.
• Participate in pre-bid reviews for strategic and large-scale service contracts, ensuring service scope, execution planning, risk evaluation, and pricing inputs align with profitability expectations.
• Partner with Sales and Finance to support renewal discipline, bundled offerings (S3), revenue growth, and improved cash collection outcomes.
• Support M&A integration efforts, ensuring alignment to service processes, SCRP standards, systems, and operational expectations.
• Travel nationally up to 60% to support business objectives, team engagement, and operational alignment.

WHAT WE LIKE ABOUT YOU

• 8+ years of progressive service operations leadership experience within the fire detection, security, and life safety industry, including multi-region or national responsibility.
• Ability to drive service revenue performance, executed margin improvement, and full P&L accountability.
• Strong experience managing budgets, forecasts, and service margin performance.
• Deep expertise in field operations, service models, service delivery, and workforce planning.
• Strong understanding of safety programs, OSHA compliance, and operational risk management.
• Demonstrated success driving productivity, efficiency, and operational scalability.
• Experience leading cross-functional teams across a matrixed organization.
• Effective communication and leadership skills with the ability to influence people at all levels.
• Ability to build, develop, and retain high-performing teams.

WHAT WE’RE BRINGING TO THE TABLE

• Competitive salary based on qualifications.
• Paid time off plan and holidays.
• 401(k) matching.
• Short term and long-term disability.
• Medical, dental, and vision plans with options.
• Life insurance.
• Professional career development opportunities.
• Tuition reimbursement program.