Service Operations Manager

Daktronics

Service Operations Manager responsible for improving operational performance across Global Services functions at Daktronics. Driving efficiency, customer experience, and cost reduction through effective systems and processes.

Posted 6/9/2026full-timeBrookings • South Dakota • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

responsible for improving operational performance across Global Services functions
drive measurable improvements in efficiency, customer experience, and cost-to-serve by optimizing people, processes, and enabling systems
partner closely with service leaders, the business units, and IT to align operating models and execution to defined KPIs/SLAs and to ensure the service operation is supported by effective systems, data, and governance
identify constraints, handoff issues, rework drivers, and system gaps
establish & enforce operating norms (daily/weekly performance reviews, tiered escalation, cross-team prioritization) and translate insights into actionable improvement plans
deliver measurable improvements in KPI including response time, resolution speed, first-time fix, utilization, and cost-to-serve
maintain a KPI framework aligned to service outcomes; create visibility through dashboards, scorecards, and management reporting
identify capacity constraints and workload drivers; recommend staffing models, tiering structures, scheduling improvements, and workload balancing
implement leading indicators to proactively manage risk (e.g., aging backlog, parts readiness for scheduled visits, repeat incident rate, escalation volume)
own continuous improvement initiatives using Lean/CI tools (value stream mapping, root cause analysis, standard work, visual management, A3, Kaizen, 5 Whys)
drive reduction of waste (handoffs, motion, waiting, overprocessing, rework) and improve flow between teams
build scalable process documentation and governance to sustain improvements and minimize drift
partner with IT/system owners to evaluate and enhance service enabling tools (e.g., case management/CRM, field service management, knowledge base, parts logistics/ERP, scheduling/dispatch, reporting tools)
accelerate adoption: training, SOPs, job aids, change management, and feedback loops to ensure tools support real workflows
serve as the “connector” across functions to ensure consistent prioritization and coordinated execution
facilitate alignment with Product/Engineering on defect trends, product reliability issues, knowledge gaps, and serviceability improvements
own communication plans and stakeholder engagement to ensure changes are understood, adopted, and sustained
improve customer experience through better predictability, faster resolution, and fewer repeat events
support strategic initiatives related to service transformation, scalability, and recurring revenue readiness

Requirements

What you’ll need

Bachelors degree required
Demonstrated success in service operations, technical support, field service, or service supply chain/parts operations (or equivalent combination)
Proven ability to lead cross-functional processes and system improvements in complex service environments
Demonstrated ability to lead with curiosity, assess current challenges, define an improved future state, and support the growth and development of others through change
Demonstrated success with service delivery best practices: triage, escalation, dispatch/scheduling, service logistics, knowledge management, and field execution
Expertise with service systems and workflows (e.g., CRM/case management, field service tools, ERP/parts systems, knowledge base platforms, reporting/BI)
Salesforce Preferable
Proven ability to define, operationalize, and manage KPIs/SLAs with clear accountability and performance routines
Strong analytical ability: process mapping, metrics interpretation, and turning data into prioritized action
Ability to influence without authority; strong facilitation, stakeholder management, and communication skills
Experience supporting complex, uptime-critical customer environments and technical products where service execution impacts customer operations, event schedules, and real-time performance
Effectively exercise discretion and independent judgment
The selected individual must be able to travel by air and ground and comply with the Daktronics Driver Eligibility Policy

Benefits

Comp & perks

competitive compensation
meaningful benefits
flexible opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

service operationstechnical supportfield serviceservice supply chainprocess mappingmetrics interpretationKPI managementLean toolsroot cause analysiscontinuous improvement

Soft Skills

leadershipcuriositystakeholder managementcommunicationinfluence without authorityfacilitationanalytical abilitychange managementproblem-solvingteam collaboration

Certifications

Bachelor's degree