Sr Director, Field Operations

Securitas Technology, part of Securitas, is a world-leading provider of integrated security solutions that protect, connect, and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience. With clients at the heart of all we do, our people, knowledge, and technology power our connected ecosystem of health, safety and security solutions and services.

The Senior Director Field Service Operations provide leadership for all aspects of Service Operations responsibilities, project delivery, customer satisfaction, and financial target attainments for assigned region. Responsible for overall achievement of service goals and targets. Provide daily coaching to District Service Managers to drive productivity, reduce service backlogs, and ensure optimal service delivery to customers. Establish and manage customer relationships at appropriate levels for key accounts leading to increased customer satisfaction. The Director, will be responsible for implementing the overall vision, leadership, direction & strategies associated with the planning, delivery, management, and support of Service Operations that support Securitas ES business goals, objectives, strategies and operations.

This position will work closely with other departments such as Information Technology, Sales, Service Dispatch and other functional areas of the business as required.

Position Responsibilities :

• Provide daily management and coaching to District Service Managers in assigned region to optimize Service Operations performance.
• Implement standards for the District Service Managers to provide the same service at the same level to all of our customers.
• Create, manage, and monitor improvement processes and tools for delivery and quality improvement, increased operating efficiency, increased customer satisfaction, and to reduce costs.
• Oversee inventory control at the district and technician levels.
• Ensure that appropriate skill inventories, certifications and licenses are maintained in each market area to ensure customer delivery.
• Implement improvement processes and tools for increased customer satisfaction and create, monitor, and report on customer satisfaction metrics.
• Develop and maintain a working relationship with the appropriate stakeholders of the Account Teams.
• Coordinate and support the assigned account management efforts.
• Responsible for assisting the District Service Managers with recruiting and hiring high performing personnel.
• Establish and maintain personnel training requirements to meet or exceed contractual commitments.
• Develop, institute and monitor adequate capture routines to ensure overtime costs result in revenue generation in line with additional cost impact.
• Manage operational metrics to achieve T&M revenue targets, labor expenses, Calls / Tech / Day t=targets and same day service goals.
• Create, establish and monitor relevant benchmarking data points for effective team management.
• Serve as escalation point for account / project issues.
• Drive financial objectives to meet Targets and Budgets.
• Collaborate with other groups to align on operating interactions and processes, optimize delivery efficiency and customer satisfaction.
• Performs other duties as assigned.

Job Requirements :

Securitas Technology is an Affirmative Action / Equal Opportunity Employer.