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. Branches Overview 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. Essential Duties And Responsibilities Lead and manage the Service Department, overseeing a team of field technicians, field service managers, and logistics units, ensuring alignment with departmental goals and performance expectations. Direct day‑to‑day operations and long‑term performance, ensuring efficient service delivery, technician productivity, and adherence to safety, quality, and compliance standards. Develop and implement strategic initiatives 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, contributing to recurring and reactive service revenue. Monitor key operational and financial indicators—technician utilization, response times, service backlog, contract renewals, and client satisfaction—using data‑driven insights to refine strategies. Ensure effective coordination between field services and logistics, optimizing scheduling, parts availability, inventory management, and field support functions. Build and maintain strong client relationships, conducting periodic business reviews to assess performance, analyze service needs, and identify opportunities for enhancements. Support sales and business development by participating in site assessments and client meetings, ensuring accurate service scope definition and technical alignment on large‑scale opportunities. Resolve complex client service and billing matters, working closely with Accounting to review technician reports, clarify billing details, and ensure transparency. Develop and strengthen departmental talent, partnering with Human Resources to recruit, mentor, train, and retain high‑performing personnel through structured development and performance management. Qualifications Bachelor’s degree in Engineering, Business, Construction Management, or 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 role; or equivalent education and experience. Strong knowledge of fire alarm and electronic security systems, including installation, inspection, service, and maintenance practices in commercial environments. Working knowledge of applicable codes and standards—NYC Building Codes, FDNY regulations, NFPA fire alarm codes—to ensure operational compliance. Familiarity with major fire alarm platforms and technologies, preference for experience with EST or similar enterprise‑level products. Ability to read and interpret contract specifications, blueprints, system diagrams, and technical schematics supporting service operations and project coordination. Strong operational leadership and project management skills, overseeing multiple teams and driving departmental performance. Experience analyzing operational data and preparing management reports for strategic decision‑making and performance improvements. Ability to mentor, coach, and develop technical teams, transferring knowledge and strengthening organizational capability. Excellent communication, problem‑solving, and client relationship management skills, collaborating 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 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. 401(k) 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. #J-18808-Ljbffr Scutum - East