Director of Services

High Rise Fire Protection Corp•New York, NY

17h

About The Position

The Director of Services is responsible for the overall leadership, performance, and strategic direction of the Service Department, ensuring the efficient delivery of high-quality service operations across field service, coordination, and logistics teams. This role oversees daily operations, drives operational excellence, and ensures service performance aligns with organizational goals, client expectations, and revenue objectives. The Director of Services maintains full P&L responsibility for a large, multi-million-dollar service portfolio, managing budgets, controlling operational costs, and driving profitability while supporting sustainable growth. This leader develops and implements strategies that improve service delivery, strengthen client relationships, enhance technician productivity, and expand the company’s service contract portfolio. Additionally, the Director of Services ensures operational efficiency, service quality, and financial performance through strong leadership, data-driven decision making, and continuous process improvement while maintaining high levels of client satisfaction and long-term client retention.

Requirements

Bachelor’s degree in Engineering, Business, Construction Management, or a related field, with 8+ years of progressively responsible experience in service operations within the fire alarm, life safety, or electronic security industry, including at least four years in a leadership or managerial role; or an equivalent combination of education and experience.
Strong knowledge of fire alarm and electronic security systems, including installation, inspection, service, and maintenance practices within commercial environments.
Working knowledge of applicable codes and standards, including NYC Building Codes, FDNY regulations, and NFPA fire alarm codes, with the ability to ensure operational compliance.
Familiarity with major fire alarm platforms and technologies, with experience supporting or servicing systems such as EST or other enterprise-level fire alarm products preferred.
Demonstrated ability to read and interpret contract specifications, blueprints, system diagrams, and technical schematics to support service operations and project coordination.
Strong operational leadership and project management skills, with the ability to oversee multiple teams, manage priorities, and drive departmental performance.
Experience analyzing operational data and preparing management reports to support strategic decision-making and performance improvements.
Ability to mentor, coach, and develop technical teams, effectively transferring knowledge and strengthening organizational capability.
Excellent communication, problem-solving, and client relationship management skills, with the ability to collaborate effectively across departments and with senior leadership.

Nice To Haves

Familiarity with major fire alarm platforms and technologies, with experience supporting or servicing systems such as EST or other enterprise-level fire alarm products preferred.

Responsibilities

Lead and manage the Service Department, overseeing a team of field Technicians, Field Service Managers, field service and logistics units, ensuring alignment with departmental goals, operational standards, and performance expectations.
Direct the day-to-day operations and long-term performance of the department, ensuring efficient service delivery, strong Technician productivity, and adherence to safety, quality, and compliance standards across all service activities.
Develop and implement strategic initiatives designed to drive service growth, operational excellence, and client retention.
Drive service revenue performance by supporting the delivery and renewal of a large portfolio of service contracts while contributing to significant recurring and reactive service revenue.
Monitor and manage key operational and financial performance indicators, including Technician utilization, response times, service backlog, contract renewals, and client satisfaction, using data-driven insights to refine strategies and improve performance.
Ensure effective coordination between field services and logistics, optimizing scheduling, parts availability, inventory management, and field support functions to maintain efficient service execution.
Build and maintain strong client relationships, conducting periodic business reviews with key accounts to assess performance, analyze service needs, and identify opportunities for system enhancements or expanded services.
Support sales and business development initiatives by participating in site assessments and client meetings to ensure accurate service scope definition, labor estimates, and technical alignment on complex or large-scale opportunities.
Resolve complex client service and billing matters, working closely with the Accounting Department to review Technician service reports, clarify billing details, and ensure transparency and client satisfaction.
Develop and strengthen departmental talent, partnering with Human Resources to recruit, mentor, train, and retain high-performing service personnel through structured development, coaching, and performance management.