Senior Service Manager

Lead the overall operational performance of the assigned region, ensuring all customer commitments, service levels, and operational targets are achieved.

Provide direct leadership to an assigned Field Service Manager team, ensuring accountability for customer relationships, operational success, financial performance, and Field Service Manager direction while addressing broader regional tasks.

Provide guidance, coaching, mentoring, and performance management for Field Service Managers.

Manage executive customer relationships throughout the region and serve as the primary senior contact for major partner issues.

Conduct regular customer business reviews, performance meetings, and sessions to plan upcoming activities.

Own region service contract performance, ensuring contractual obligations and service level agreements are consistently achieved.

Find opportunities to improve contract profitability through pricing, operational efficiency, and scope optimization.

Partner with Sales to support customer retention, contract renewals, and new business opportunities.

Review region's financial performance, including revenue, margin, overtime, labor utilization, leave, travel, and operating expenses.

Lead workforce planning and resource optimization across Field Service Manager teams.

Promote collaboration across regions to improve technician utilization and customer responsiveness.

Ensure consistent implementation of service policies, procedures, and operating standards.

Manage the region's safety, compliance, and quality assurance initiatives.

Analyze operational dashboards and performance data to identify risks and improvement opportunities.

Support major deployments, product launches, and strategic customer initiatives.

Formulate succession plans and build leadership potential for Field Service Managers.

Build strong cross-functional relationships across Service, Product, Sales, Digital Transformation, and Support functions.