Senior Manager, Service Operations

Senior Manager, Service Operations - MIDWEST US, HYBRID

Summary of Position:

• The Senior Manager of Service Operations is accountable for the daily delivery of field and technical services, making sure work is completed safely, on schedule, and within budget. They lead service teams and technicians, refine scheduling and workflows, monitor service performance, and keep operations aligned with the organization's goals. The role partners with other departments, nurtures customer relationships, and promotes continuous improvement. The Senior Manager also upholds safety and regulatory standards and acts as the first point of escalation for service issues, bringing critical matters to the Director.

Key Responsibilities:

Service Operations & Delivery:

• Run daily service operations, including scheduling, dispatch, and technician deployment, following the operational strategy set by senior leadership.
• Put standardized service processes, tools, and best practices in place to deliver consistent, efficient, high-quality work across all service activities.
• Oversee labor and resource allocation, service budgets, and operational risks to keep performance in line with company objectives and financial targets.
• Act as the first point of escalation for service issues, resolving them promptly and raising high-impact matters to the Director.
• Monitor and report on service KPIs such as response times, first-time fix rates, SLA compliance, technician utilization, and service revenue and margin.
• Recommend and drive improvements to service workflows, systems, and processes that boost efficiency and service quality.

Team Leadership & Development:

• Lead and coach service managers, supervisors, and technicians, equipping them with the tools, training, and support to deliver quality work on time and on budget.
• Work with a network of subcontractors to cover service work where labor is outsourced, holding them to the company's quality and safety standards.
• Keep service teams informed about industry trends, technology developments, and new opportunities across the electrical, utility, and battery sectors.

Collaboration & Communication:

• Work with senior leadership to understand business priorities and align service team goals with the company's direction.
• Handle day-to-day customer relationships, making sure service expectations are met, issues are resolved, and customers remain satisfied, with strategic accounts supported jointly with the Director.
• Coordinate with sales, project management, engineering, and other teams so customer needs and service commitments stay aligned.

Safety and Compliance:

• Identify safety risks within service operations and put measures in place to reduce them.
• Enforce safety protocols and procedures that protect employees, contractors, and other stakeholders.
• Promote the safety of all service personnel, whether employees or subcontractors, by supporting processes that strengthen workplace safety, and respond quickly and appropriately to concerns or incidents.
• Address personnel concerns right away and partner with relevant teams to resolve them in a timely way.

Required Qualifications:

• 5-6 years of industry experience, including at least 2 years in a supervisory or team leadership role.
• Solid grasp of DC/AC power systems.
• 3+ years of experience in service, field operations, or maintenance, with working knowledge of service management and dispatch or work-order software.
• Sound financial skills, including budgeting, forecasting, and financial reporting for service operations.
• Strong leadership, communication, and interpersonal abilities, with the capacity to motivate and coordinate cross-functional, multi-location teams.
• Working knowledge of industry standards, regulations, and safety requirements for electrical systems, utilities, and battery technologies.

Preferred Qualifications:

• Degree in Electrical Engineering, Utility Management, Renewable Energy, or a related field (preferred, not required).
• Experience managing SLAs, preventive maintenance programs, and service contracts.
• Experience with renewable energy systems such as solar, wind, and energy storage.
• Working knowledge of battery technologies (e.g., lithium-ion, solid-state) and energy storage systems.
• Experience with utility-scale systems and regulatory compliance in the energy sector.
• Experience thriving in a fast-paced, high-growth environment while managing multiple priorities.