Position Title: Service Operations Manager, for DAEL Thermal Group
Employment Standards: This role is subject to applicable provincial employment standards legislation and may include extended hours to support operational requirements.
Department: Service Division
Position Reports to: DAEL President
POSITION OVERVIEW:The Service 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.
Required 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.
