Senior Service Manager

• Lead the overall operational performance of the assigned region, ensuring customer commitments, service levels, and operational targets are achieved
• Provide direct leadership to the assigned Field Service Manager team and ensure accountability for customer relationships, operational success, financial performance, and direction
• Provide guidance, coaching, mentoring, and performance management for Field Service Managers
• Manage executive customer relationships and serve as the primary senior contact for major partner issues
• Conduct customer business reviews, performance meetings, and planning sessions
• Own regional service contract performance and ensure contractual obligations and service level agreements are achieved
• Improve contract profitability through pricing, operational efficiency, and scope optimization
• Partner with Sales on customer retention, contract renewals, and new business opportunities
• Review regional financial performance, including revenue, margin, overtime, labor utilization, leave, travel, and operating expenses
• Lead workforce planning and resource optimization across Field Service Manager teams
• Promote collaboration across regions to improve technician utilization and customer responsiveness
• Ensure implementation of service policies, procedures, and operating standards
• Manage regional safety, compliance, and quality assurance initiatives
• Analyze operational dashboards and performance data to identify risks and improvement opportunities
• Support major deployments, product launches, and strategic customer initiatives
• Formulate succession plans and build leadership potential for Field Service Managers
• Build cross-functional relationships across Service, Product, Sales, Digital Transformation, and Support
• Champion continuous improvement to improve efficiency, customer experience, and profitability
• Represent the Service business in customer forums, leadership meetings, and strategic business initiatives

• Previous experience in a senior management role
• Proven track record in leading and developing high-performing teams
• Strong financial competence with experience managing budgets and optimizing operational costs
• Outstanding customer relationship management skills
• Ability to analyze data and make informed decisions to drive performance
• Experience in workforce planning and resource optimization
• Strong collaboration and cross-functional leadership skills
• Dedication to continuous improvement and operational excellence
• Experience in safety, regulatory adherence, and quality assurance
• Excellent communication and interpersonal skills

• Annual bonuses and incentives may be available depending on role and location
• Health and wellbeing benefits may be available depending on role and location
• Paid time off may be available depending on role and location
• Retirement plans may be available depending on role and location
• Insurance coverage may be available depending on role and location
• Other local or statutory benefits may be available depending on role and location
• Comprehensive pay and benefits package
• Pay-for-performance compensation approach