Service Operations Manager

4 days ago

Calgary, Canada Classic Fire + Life Safety Full time

**Company Description**

Thank you so much for considering our company in your career search Classic Fire + Life Safety is a leader in the fire protection and life safety industry because of our talented, knowledgeable, and motivated staff. We know that it is our people who make the difference, and we are looking to grow our team of passionate professionals. Interested in joining us?

Our goal is to partner with our customers, to ensure their building, and the people in them are safe, from new building construction activities, modernization activities, and demand for system upgrades, through to preventative maintenance and service.

**_ Why join the Classic team?_**
- **_CFLS is a caring company who values our staff._**:

- **_CFLS is local and is part of the community._**:

- **_CFLS is a full-service fire protection contractor._**:

- **_A great working environment with opportunities for career advancement_**:

- **_Competitive salary_**:

- **_Comprehensive Group benefits_**:

- **_Educational assistance program_**:

- **_Employee referral bonus program_**:

- **_Social events: Building camaraderie and fostering a sense of community is essential._**

**Position Overview**

**Main Duties and Responsibilities**:

- Experienced and dynamic P&L leader with overall responsibility for the Service Department outcomes.
- Provide leadership, guidance, and coaching to Customer Service Coordinators, ITM Supervisor(s), technicians, and other support staff through goal setting, regular performance reviews, and ongoing dialogue while maintaining a strong focus on safety.
- Provide leadership and support CFLS safety program; [see below].
- Develop and implement operational strategies to improve service delivery efficiency, quality, and profitability.
- Ensure departmental and organizational standard operating procedures [SOP] are understood and adhered to.
- Monitor and analyze key performance indicators (KPIs) and service metrics to ensure service level agreements (SLAs) and company objectives are consistently met.
- Enhance and maintain a high degree of collaboration with shared services and operational support teams, including sales, HR, health and safety, IT, finance, corporate project delivery, procurement, fleet, and marketing.
- Optimize scheduling and resource allocation to ensure timely, cost-effective, and profitable service delivery.
- Ensure all direct and arms-length staff receive appropriate training on job duties, corporate policies, and applicable procedures to ensure your team is knowledgeable and motivated. Stay up to date with changing codes and requirements that affect service operations and the fire protection industry.
- Identify opportunities for process improvements and implement best practices to drive continuous improvement and results.
- Serve as a point of escalation for complex or critical service-related issues.
- Maintain and enhance customer relationships through regular communication and service follow-ups.
- Prepare and present regular reports on service performance, customer satisfaction, and operational efficiency.
- Approve vacation requests for team members.
- Maintain a team environment where staff feel supported and proud to represent the company.
- All other duties as requested or required.

**HEALTH AND SAFETY RESPONSIBILITIES**:

- Provide leadership and mentorship to all CFLS business units and employees with respect to health and safety.
- Ensuring timely submission of CFLS service teams’ safety documentation.
- Participation is CFLS safety committee as man be required from time to time.
- Ensuring safety certification requirements & training for the Service Operation team are current and sufficient.
- Ensuring all safety documentation required for your position, and your team is always submitted and kept up to date.
- Suggesting improvements to the CFLS safety policy and manual.
- Assisting in the development of safe work practices for the Service business unit as may be identified or required.
- A key member of the leadership team when maintaining and developing CFLS COR certification.
- Assisting with the preparations of risk assessments as may be requested or required. Such risk assessments must be conducted in conjunction with other staff, supervisors, and safety team.
- Reporting injuries or illnesses arising from workplace activities using the appropriate CFLS forms and SOP as soon as possible after the incident and in accordance with the requirements of the applicable workers compensation legislation.

**QUALIFICATIONS**
- Past experience in managing staff across multiple disciplines and locations.
- Charismatic and motivational leadership style.
- Strong understanding of financial metrics and cost management.
- Ability to balance the best interests of both customer and company.
- Strong problem-solving, critical thinking, and conflict resolution abilities.
- Experience implementing change and project management initiatives.
- Proven track record of working in a hig

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