Head of Service Management

the client is seeking an experienced Director of Service to lead commercial and industrial HVAC and Plumbing service operations, including maintenance, warranty, repair, and service-related projects in the Pittsburgh, PA market. This strategic leadership role influences operational performance, customer relationships, and long-term service growth, with ownership across day-to-day service execution and departmental direction. The role will mentor and manage service managers, supervisors, and field service teams; set performance goals; and promote a culture of safety, accountability, and continuous improvement. Responsibilities include overseeing scheduling, dispatch, and field execution to ensure timely service delivery and warranty performance; developing and implementing service policies, procedures, and best practices; collaborating with construction, project management, and sales teams to support seamless operations; serving as the senior escalation point for service issues; and monitoring service performance metrics and customer satisfaction. Business and operational ownership includes managing the service department budget and driving profitability through margin tracking, cost controls, forecasting, and performance analytics. The director is expected to identify opportunities for service growth, upselling, and recurring revenue, ensure regulatory compliance and safety standards, and manage warranty controls and risk mitigation while leading continuous quality improvement. Required qualifications include a bachelor’s degree in a related field or equivalent experience, strong knowledge of service, maintenance, and warranty operations, demonstrated leadership in construction or service operations, and proven ability to manage teams, budgets, and complex workflows; a valid driver’s license and local or regional travel to job sites as needed are also required, with occasional standing, walking, or lifting on construction sites. Confidential