Director of Service Operations

Director of Service Operations Job Description Template

Our company is looking for a Director of Service Operations to join our team.


  • Assures equipment and facilities are maintained, improved, and managed to support excellent operational capability and performance;
  • Follow normal S.O.P. for customer complaint handling to ensure total customer satisfaction;
  • Assures profitability; consistently meets or exceeds budget;
  • Establish trunk stock strategy and maintain inventory levels for all spare parts and service loaner equipment;
  • Assures quality of work and services; consistently meets or exceeds targets;
  • Create a culture of learning and development with all members of the organization;
  • Guide the development of technical services/call center strategies, goals, and efficiency;
  • Complete mid-year and annual performance evaluations as well as annual development plan reviews for each direct report on team;
  • Reviews work orders, invoices and time reports for accuracy, and to ensure timely operational flow and maintain minimal issues;
  • Develops and monitors budgets, goals and objectives to ensure departmental profitability;
  • Responsible for recruiting, developing, coaching and mentoring to ensure team members have the skills to deliver exceptional service;
  • Coordinate logistics to ensure accurate replenishment, efficient logistics handling of service parts and OTD;
  • Practices and implements a total quality management philosophy through service operations;
  • Provide leadership and strategic direction regarding all service operation functions.


  • Executive-level interpersonal, verbal, written and presentation skills;
  • Highly effective in collaboration across teams;
  • Travel: 25-50%
  • Provides a high quality work product and practices continuous improvement;
  • Experience/knowledge of software development life cycle for P&C insurance software;
  • At least 7 years of leadership experience in sales, customer service, and/ or operations managing large teams (50+);
  • Proficiency in Excel, JIRA, JIRA Service Desk, and Workday;
  • Work Authorization: Legally authorized to work in the country of the job location;
  • Bachelor’s Degree in Business other related field;
  • Must be a critical thinker with an eye for identifying process improvements across the organization and the ability to effectively implement them;
  • Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future;
  • Ability to present and drive effective communication with all levels, including but not limited to DCT leadership and/or customers;
  • Work in a deadline driven environment;
  • 10+ years experience in the various phases of multi-shop service operations;
  • Knowledge, skills, and abilities typically acquired through a Bachelor’s degree preferably in Engineering, Management or Finance.