Sciens Building Solutions

Operations

• Ensure compliance with all company safety initiatives and reinforce a strong safety-first culture within service operations.
• Accountable for service revenue execution, service margin performance, productivity, and alignment to budget across all Divisions.
• Responsible for execution and standardization of all service operations, ensuring performance, accountability, and consistency in scheduling, inspections, service delivery, open calls, and billing.
• Partner with Regional and Division Operations Managers to drive execution, accountability, and consistency across service operations.
• Provide performance feedback as needed.
• Responsible for service margin execution discipline, ensuring compliance with the Service Contract Renewal Process (SCRP), including pricing, billing practices, terms and conditions, and contract uplift targets.
• Own national service rate structure, ensuring annual updates aligned to labor burden, market conditions, and profitability expectations.
• Approve service contract margins below established thresholds, ensuring proper risk evaluation and alignment to total customer lifecycle profitability.
• Support expansion and consistent execution of the Sciens Service Suite (S3) in-house delivery model across all regions.
• Drive service workforce planning, staffing models, and labor alignment to ensure appropriate resources are in place to support workload demand and growth.
• Ensure certifications and licensing compliance across all service operations.
• Drive field productivity through labor utilization, efficiency improvements, and capacity optimization aligned with company targets.
• Manage key service KPIs, including inspection completion, contract attrition, NPS, first-time fix rate, labor utilization, and service inventory management.
• Drive discipline in the deficiency process which includes deficiency identification, days-to-quote, overall volume, and margin thresholds.
• Tech stack: Ensure full implementation of the ERP system and other related approved tech tools to improve efficiency and scalability.
• Participate in pre-bid reviews for strategic and large-scale service contracts, ensuring service scope, execution planning, risk evaluation, and pricing inputs align with profitability expectations.
• Partner with Sales and Finance to support renewal discipline, bundled offerings (S3), revenue growth, and improved cash collection outcomes.
• Support M&A integration efforts, ensuring alignment to service processes, SCRP standards, systems, and operational expectations.
• Travel nationally up to 60% to support business objectives, team engagement, and operational alignment.

National Director – Service Operations