Director of Services

Director Of Services

Derived from the Latin word "scutum," meaning "shield," the Scutum Group provides products and services that protect lives, assets, and data—safeguarding the future of millions of people and thousands of businesses every day. Since its founding in 1989, Scutum has become a leading international player in Safety, Security, and Fire Protection, serving both B2B and B2G markets. Through continuous investment in technology and operational excellence, the Group has grown into a $500 million global organization with over 3,000 employees, operating across 12 countries and more than 70 offices.

Scutum entered the North American market in 2020, forming Scutum North America (SNA) with its first acquisition, High Rise Fire & Security in New York City. Since then, SNA has acquired ten companies across the United States, advancing its mission to deliver integrated electronic security, monitoring, and life safety solutions nationwide. Headquartered in New York, SNA is focused on driving growth through both organic expansion and strategic acquisitions, while unifying operating entities under a consistent operational and technological framework.

High Rise Fire & Security is a premier provider of life safety and electronic security solutions within Scutum North America (SNA), serving commercial, institutional, and high-rise properties throughout the Greater New York metropolitan area. With decades of operational experience and a strong reputation in complex urban environments, High Rise specializes in the design, installation, inspection, monitoring, and maintenance of integrated systems including fire alarm, access control, video surveillance, intrusion detection, and intercom technologies.

Operating within the broader Scutum Group, High Rise benefits from international resources, advanced technologies, and best practices while maintaining the agility and local expertise required to serve the unique needs of the New York market. This combination of global strength and local operational excellence positions High Rise as a trusted partner for organizations seeking dependable, scalable, and future-ready life safety and security solutions.

Position Summary

The Director of Services is responsible for the overall leadership, performance, and strategic direction of the Service Department, ensuring the efficient delivery of high-quality service operations across field service, coordination, and logistics teams. This role oversees daily operations, drives operational excellence, and ensures service performance aligns with organizational goals, client expectations, and revenue objectives.

The Director of Services maintains full P&L responsibility for a large, multi-million-dollar service portfolio, managing budgets, controlling operational costs, and driving profitability while supporting sustainable growth. This leader develops and implements strategies that improve service delivery, strengthen client relationships, enhance technician productivity, and expand the company's service contract portfolio.

Additionally, the Director of Services ensures operational efficiency, service quality, and financial performance through strong leadership, data-driven decision making, and continuous process improvement while maintaining high levels of client satisfaction and long-term client retention.

In addition to the above, the following are the duties and responsibilities of the Director of Services:

Essential Duties and Responsibilities

• Lead and manage the Service Department, overseeing a team of field Technicians, Field Service Managers, field service and logistics units, ensuring alignment with departmental goals, operational standards, and performance expectations.

• Direct the day-to-day operations and long-term performance of the department, ensuring efficient service delivery, strong Technician productivity, and adherence to safety, quality, and compliance standards across all service activities.

• Develop and implement strategic initiatives designed to drive service growth, operational excellence, and client retention.

• Drive service revenue performance by supporting the delivery and renewal of a large portfolio of service contracts while contributing to significant recurring and reactive service revenue.

• Monitor and manage key operational and financial performance indicators, including Technician utilization, response times, service backlog, contract renewals, and client satisfaction, using data-driven insights to refine strategies and improve performance.

• Ensure effective coordination between field services and logistics, optimizing scheduling, parts availability, inventory management, and field support functions to maintain efficient service execution.

• Build and maintain strong client relationships, conducting periodic business reviews with key accounts to assess performance, analyze service needs, and identify opportunities for system enhancements or expanded services.

• Support sales and business development initiatives by participating in site assessments and client meetings to ensure accurate service scope definition, labor estimates, and technical alignment on complex or large-scale opportunities.

• Resolve complex client service and billing matters, working closely with the Accounting Department to review Technician service reports, clarify billing details, and ensure transparency and client satisfaction.

• Develop and strengthen departmental talent, partnering with Human Resources to recruit, mentor, train, and retain high-performing service personnel through structured development, coaching, and performance management.

Qualifications

• Bachelor's degree in Engineering, Business, Construction Management, or a related field, with 8+ years of progressively responsible experience in service operations within the fire alarm, life safety, or electronic security industry, including at least four years in a leadership or managerial role; or an equivalent combination of education and experience.

• Strong knowledge of fire alarm and electronic security systems, including installation, inspection, service, and maintenance practices within commercial environments.

• Working knowledge of applicable codes and standards, including NYC Building Codes, FDNY regulations, and NFPA fire alarm codes, with the ability to ensure operational compliance.

• Familiarity with major fire alarm platforms and technologies, with experience supporting or servicing systems such as EST or other enterprise-level fire alarm products preferred.

• Demonstrated ability to read and interpret contract specifications, blueprints, system diagrams, and technical schematics to support service operations and project coordination.

• Strong operational leadership and project management skills, with the ability to oversee multiple teams, manage priorities, and drive departmental performance.

• Experience analyzing operational data and preparing management reports to support strategic decision-making and performance improvements.

• Ability to mentor, coach, and develop technical teams, effectively transferring knowledge and strengthening organizational capability.

• Excellent communication, problem-solving, and client relationship management skills, with the ability to collaborate effectively across departments and with senior leadership.

Key Leadership Competencies

• Operational Leadership – Ability to lead large technical service organizations

• Strategic Thinking – Capable of aligning departmental initiatives with broader organizational objectives

• Performance Management – Proven ability to establish performance metrics and monitor key performance indicators (KPIs)

• Team Development – Strong commitment to developing managers, technicians, and support staff

• Client Relationship Management – Ability to build and maintain strong client relationships

• Problem Solving & Decision Making – Demonstrated ability to analyze complex operational challenges and implement effective solutions

• Cross-Functional Collaboration – Ability to work effectively with Sales, Projects, Finance, Logistics, and Executive Leadership

Compensation and Benefits

• Competitive base salary plus performance bonus

• Travel and expense account

• Full Medical and Dental coverage (Individual & Family)

• Disability insurance

• Paid Vacations and Holidays

• 401k plan with additional company contributions

In summary, High Rise Fire & Security, part of Scutum North America (SNA), offers a compelling leadership opportunity for an experienced service operations leader who is passionate about driving operational excellence, developing high-performing teams, and delivering exceptional client service. The Director of Services will play a critical role in leading a large and highly skilled technical workforce while strengthening service delivery, optimizing operational performance, and supporting the continued growth of the organization's service operations.

SNA is a dynamic and growing organization with a collaborative leadership culture, strong executive alignment, and the backing of the Scutum Group, a global leader in safety and security solutions. This role provides the opportunity to influence service strategy, improve operational efficiency, enhance the client experience, and contribute directly to the continued expansion and success of High Rise and the broader SNA organization.

Join us in helping shape the future of service operations within one of the industry's leading life safety and electronic security organizations.