Service Operations Manager, DAEL Thermal

<p><strong>Position Title: </strong>Service Operations Manager, for DAEL Thermal Group&nbsp;</p> <p><strong>Employment Standards: </strong>This role is subject to applicable provincial employment standards legislation and may include extended hours to support operational requirements.</p> <p><strong>Department: </strong>Service Division</p> <p><strong>Position Reports to: </strong>DAEL President</p> <p>&nbsp;</p> <p><strong>POSITION OVERVIEW:</strong></p> <p>The Service Manager is a critical leadership role responsible for the end-to-end performance of our service business, spanning both the field organization and the service back office This leader builds, develops, and holds accountable a high-performing team of technicians and coordinators while ensuring work is executed safely, efficiently, and to exceptional quality standards. The role leverages data and operational metrics to drive decision-making, improve utilization and margins, and create predictable, scalable outcomes for customers and the business. We are looking for a hands-on, disciplined operator with a continuous improvement mindset who takes ownership, drives change, and raises the bar across people, process, and performance.</p> <h3><strong>Responsibilities:&nbsp;</strong></h3> <ul> <li><strong>Own and lead the service operation</strong> end-to-end, overseeing field teams and service support functions to deliver consistent, high-quality results at scale.</li> <li><strong>Build, develop, and inspire high-performing teams</strong> by setting clear expectations, coaching leaders, and creating accountability that drives results and retention.</li> <li><strong>Set the standard for safety, quality, and customer experience</strong>, ensuring service work is executed efficiently, professionally, and with pride.</li> <li><strong>Drive operational excellence in scheduling and resource planning</strong>, maximizing technician utilization while maintaining responsiveness and service reliability.</li> <li><strong>Maintain pricing and margin discipline</strong> by reviewing service quotes and work orders for scope clarity, accuracy, and profitability.</li> <li><strong>Use data and KPIs to lead proactively,</strong> identifying trends, closing performance gaps, and improving predictability across the service business.</li> <li><strong>Design and continuously improve scalable processes</strong> that strengthen execution, documentation, and billing readiness as the business grows.</li> <li><strong>Partner cross-functionally</strong> with sales, projects, and finance to support growth while ensuring operational rigor.</li> <li><strong>Take ownership of complex challenges</strong>, resolving escalated customer, operational, and people issues with sound judgment and leadership.</li> <li><strong>Champion a culture of safety, accountability, and continuous improvement,</strong> setting the tone for how the organization operates.</li> <li><strong>Lead change and innovation,</strong> driving adoption of new systems, tools, and processes that enable scale and long-term performance.</li> </ul> <h3><strong>Required Qualifications:&nbsp;</strong></h3> <ul> <li>High school diploma or equivalent (e.g., Canadian Adult Education Credential); post-secondary education in a technical, business, or operations-related field is an asset.</li> <li>7+ years of experience in mechanical service operations, with direct responsibility for both field teams and service coordination/dispatch functions.</li> <li>Demonstrated ability to use operational metrics to drive decisions, improve performance, and protect margins.</li> <li>Strong working knowledge of service workflows, quoting, work order management, and service execution in a high-volume or complex operating environment.</li> <li>Familiarity with field service management software, dispatch systems, and digital tools to drive operational efficiency.</li> </ul> <h3><strong>Preferred Qualifications:&nbsp;</strong></h3> <ul> <li>12+ years of progressive experience in industrial/commercial HVACR or combustion service leadership, including managing multi-site operations.</li> <li>Proven track record of implementing operational improvements, process standardization, and KPI-driven performance management.</li> <li>Experience with workforce development, coaching, and succession planning for technical and administrative teams.</li> <li>Strong financial acumen, including budgeting, margin management, and P&amp;L accountability.</li> </ul>