The Technical Operations Manager (TOM) is accountable for delivering high levels of customer satisfaction while achieving operational, financial, and growth objectives for their assigned business unit. This role provides leadership and direction for Technical Operations teams, ensuring consistent execution of delivery standards, effective resource planning, and alignment with organizational priorities.
The TOM is responsible for driving operational performance through project delivery, quality assurance, productivity, margin management, and talent development. They partner closely with Sales, Regional/Area Managed Services, and Operations leadership to support revenue growth, improve customer outcomes, and ensure scalable, repeatable project delivery. All decisions are made within approved business plans, budgets, policies, and procedures, while actively modeling and reinforcing the company's core values.
What you will be doing: - Own and manage the fiscal year operating plan, including workforce (FTE) planning, fixed assets, and training investments required to support current and future business needs.
- Accountable for overall departmental financial performance, achieving or exceeding budgeted revenue, gross margin, and net income targets
- Review contract documents in collaboration with Sales, Engineering, Delivery, and customers prior to order processing to confirm scope, technical feasibility, schedules, and margin targets can be successfully delivered.
- Assign project managers and/or delivery leaders and coordinate the scheduling of resources to meet quality, service, and profitability objectives
- Partner with Sales through joint customer engagement to promote engineering services, implementation, and managed service offerings that support business growth.
- Foster a high-performance culture by setting clear expectations, coaching team members, recognizing achievement, and addressing performance or conduct issues as needed.
- Ensure technical services personnel receive appropriate training aligned to individual development plans and performance goals to maintain expertise in supported products and solutions.
What you'll bring to assure your success: - Proven experience leading a professional service, project delivery, or operations teams within a project based or services driven environment.
- Proven ability to oversee large teams, offering guidance, managing performance, and supporting talent growth.
- Demonstrated experience with Profit & Loss accountability, including ownership of operating budgets, forecasting, revenue production, cost control, and margin performance
- Understanding of key operational and financial metrics, including utilization, productivity, labor efficiency, margins, and overall business unit performance.
- Experience working directly with customers and guiding technical teams through design, integration, project delivery, and ongoing service engagements.
- Sound judgment, strong communication skills, and the ability to balance customer requirements, operational constraints, and financial objectives.
- CTS, CTS-I, CTS-D or additionally preferred certifications of PMI, PMP or ITIL certifications are key to this position.
