Job Description

POSITION OVERVIEW:

The Service Operations Manager is a critical leadership role responsible for the end-to-end performance of our service business, spanning both the field organization and the service back office. This leader builds, develops, and holds accountable a high-performing team of technicians and coordinators while ensuring work is executed safely, efficiently, and to exceptional quality standards. The role leverages data and operational metrics to drive decision-making, improve utilization and margins, and create predictable, scalable outcomes for customers and the business. We are looking for a hands-on, disciplined operator with a continuous improvement mindset who takes ownership, drives change, and raises the bar across people, process, and performance.

RESPONSIBILITIES:

Own and lead the service operation end-to-end, overseeing field teams and service support functions to deliver consistent, high-quality results at scale.
Build, develop, and inspire high-performing teams by setting clear expectations, coaching leaders, and creating accountability that drives results and retention.
Set the standard for safety, quality, and customer experience, ensuring service work is executed efficiently, professionally, and with pride.
Drive operational excellence in scheduling and resource planning, maximizing technician utilization while maintaining responsiveness and service reliability.
Maintain pricing and margin discipline by reviewing service quotes and work orders for scope clarity, accuracy, and profitability.
Use data and KPIs to lead proactively, identifying trends, closing performance gaps, and improving predictability across the service business.
Design and continuously improve scalable processes that strengthen execution, documentation, and billing readiness as the business grows.
Partner cross-functionally with sales, projects, and finance to support growth while ensuring operational rigor.
Take ownership of complex challenges, resolving escalated customer, operational, and people issues with sound judgment and leadership.
Champion a culture of safety, accountability, and continuous improvement, setting the tone for how the organization operates.
Lead change and innovation, driving adoption of new systems, tools, and processes that enable scale and long-term performance.

MINIMUM QUALIFICATIONS:

High school diploma or equivalent (e.g., Canadian Adult Education Credential); post-secondary education in a technical, business, or operations-related field is an asset.
7+ years of experience in mechanical service operations, with direct responsibility for both field teams and service coordination/dispatch functions.
Demonstrated ability to use operational metrics to drive decisions, improve performance, and protect margins.
Strong working knowledge of service workflows, quoting, work order management, and service execution in a high-volume or complex operating environment.
Familiarity with field service management software, dispatch systems, and digital tools to drive operational efficiency.

PREFERRED QUALIFICATIONS

12+ years of progressive experience in industrial/commercial HVACR or combustion service leadership, including managing multi-site operations.
Proven track record of implementing operational improvements, process standardization, and KPI-driven performance management.
Experience with workforce development, coaching, and succession planning for technical and administrative teams.
Strong financial acumen, including budgeting, margin management, and P&L accountability.

Dael Thermal Group

Open Positions

Service Operations Manager