Service Operations Manager

Job Responsibilities Responsible for improving operational performance across Global Services functions Drive measurable improvements in efficiency, customer experience, and cost-to-serve by optimizing people, processes, and enabling systems Partner closely with service leaders, the business units, and IT to align operating models and execution to defined KPIs/SLAs and to ensure the service operation is supported by effective systems, data, and governance Identify constraints, handoff issues, rework drivers, and system gaps Establish & enforce operating norms (daily/weekly performance reviews, tiered escalation, cross-team prioritization) and translate insights into actionable improvement plans Deliver measurable improvements in KPI including response time, resolution speed, first-time fix, utilization, and cost-to-serve Maintain a KPI framework aligned to service outcomes; create visibility through dashboards, scorecards, and management reporting Identify capacity constraints and workload drivers; recommend staffing models, tiering structures, scheduling improvements, and workload balancing Implement leading indicators to proactively manage risk (e.g., aging backlog, parts readiness for scheduled visits, repeat incident rate, escalation volume) Own continuous improvement initiatives using Lean/CI tools (value stream mapping, root cause analysis, standard work, visual management, A3, Kaizen, 5 Whys) Drive reduction of waste (handoffs, motion, waiting, overprocessing, rework) and improve flow between teams Build scalable process documentation and governance to sustain improvements and minimize drift Partner with IT/system owners to evaluate and enhance service enabling tools (e.g., case management/CRM, field service management, knowledge base, parts logistics/ERP, scheduling/dispatch, reporting tools) Accelerate adoption: training, SOPs, job aids, change management, and feedback loops to ensure tools support real workflows Serve as the “connector” across functions to ensure consistent prioritization and coordinated execution Facilitate alignment with Product/Engineering on defect trends, product reliability issues, knowledge gaps, and serviceability improvements Own communication plans and stakeholder engagement to ensure changes are understood, adopted, and sustained Improve customer experience through better predictability, faster resolution, and fewer repeat events Support strategic initiatives related to service transformation, scalability, and recurring revenue readiness Requirements Bachelors degree required Demonstrated success in service operations, technical support, field service, or service supply chain/parts operations (or equivalent combination) Proven ability to lead cross-functional processes and system improvements in complex service environments Demonstrated ability to lead with curiosity, assess current challenges, define an improved future state, and support the growth and development of others through change Demonstrated success with service delivery best practices: triage, escalation, dispatch/scheduling, service logistics, knowledge management, and field execution Expertise with service systems and workflows (e.g., CRM/case management, field service tools, ERP/parts systems, knowledge base platforms, reporting/BI) Salesforce Preferable Proven ability to define, operationalize, and manage KPIs/SLAs with clear accountability and performance routines Strong analytical ability: process mapping, metrics interpretation, and turning data into prioritized action Ability to influence without authority; strong facilitation, stakeholder management, and communication skills Experience supporting complex, uptime-critical customer environments and technical products where service execution impacts customer operations, event schedules, and real-time performance Effectively exercise discretion and independent judgment The selected individual must be able to travel by air and ground and comply with the Daktronics Driver Eligibility Policy #J-18808-Ljbffr Jobtailor