Role Description The Service Manager is a dynamic, customer obsessed leader responsible for driving operational excellence, meeting SLA targets, and optimizing both financial performance (P&L) and service operations. This role is instrumental in fostering strong, long-term client relationships through seamless, frictionless and proactive engagement and serves as the primary point of escalation for both team and client issues. The ideal candidate demonstrates strong leadership, the ability to influence others, and a collaborative approach to working cross-functionally. With a focus on continuous improvement, they combine exceptional problem-solving skills and a commitment to customer success, delivering timely issue resolution and creating sustainable value for both customers and Telaid. The ideal candidate brings experience in security technology services including video surveillance, access control, intrusion detection, and alarm monitoring. Primary Duties and Responsibilities - Drive revenue and margin targets while ensuring SLA compliance and maintaining strict budget adherence. - Proactively identify opportunities to strengthen security services within existing accounts, partnering with internal operations teams to improve processes, close gaps, and enhance performance and customer experience. - Monitor and analyze KPIs to identify trends and implement operational improvements. - Manage escalations and serve as a key client contact to support retention and contract renewals. - Deliver regular customer-facing reports and updates on account performance. - Lead recurring customer calls, addressing challenges and identifying growth opportunities. - Review and approve technician deliverables on security technology service activities, ensuring quality, compliance, and adherence to industry standards. - Ensure dispatches, material ordering, scope creation, and labor cost management adhere to budget. - Collaborate with cross-functional teams to implement innovative solutions that exceed SLA targets. - Identify and execute service and process improvements to enhance efficiency and client satisfaction. - Mentor and guide junior team members to support their professional growth. - Perform additional duties as required to support organizational goals. What Success Looks Like - Service Accounts growing profitably with improving contribution margin and strong customer retention across multi-site accounts. - SLA targets consistently met or exceeded, with a proactive service delivery model that resolves issues before they escalate. - Client relationships that are high-trust and high-value — evidenced by contract renewals, satisfaction scores, and growth within existing accounts. - P&L performance reflects disciplined cost management, accurate labor and scope execution, and a focus on margin improvement. - Teams that reflect Telaid’s core values and deliver quality security service—on time, every time. Qualifications - Customer obsessed with a genuine passion for delivering exceptional service. - Strong leadership and decision-making skills, with the ability to influence and build relationships. - Proficient in MS Office 365, especially Excel, with skills in reporting, data analysis, and business writing. - Highly organized and detail-oriented, with excellent time management. - Skilled communicator and collaborator, capable of driving alignment and motivating teams. - Results-driven and proactive, focused on delivering exceptional customer experience and exceeding targets. - Resilient under pressure, with an ownership mindset and a solution-oriented approach. - Analytical thinker with a commitment to process improvement and innovation. - Dedicated to continuous learning and team development. Requirements - B.A. from a four-year college or university in business, operations management, account management, or project management, or equivalent work experience. - PMP and trade-specific certifications (NICET, Genetec, LPQ, etc.) preferred. - Strong working knowledge of physical security technologies (video surveillance, access control, intrusion detection, alarm monitoring) and their full service lifecycle. - Minimum of 7 years' experience in a dynamic, customer-focused leadership role, such as office management, retail management, IT management, or a comparable operations role. - Minimum of 5 years’ hands-on experience managing security systems and/or multi-site security technology services, including video surveillance, access control, intrusion detection, and alarm monitoring. - Experience with IT, High Voltage, and/or Low Voltage system installations is a strong plus. - Demonstrated proficiency in break-fix or reactive service maintenance. - Background in retail, IT, or system integration industries. - Proven experience with P&L ownership and driving financial performance. Additional Requirements - Occasional monitoring and direction of off-hours/weekend team members may be required where dictated by escalations. Benefits - 401k with employer matching and Profit Sharing - Medical, Dental, Vision, Life and Disability Insurance Benefits - Employee Assistance Program (EAP) - Paid Time Off (PTO) - Other Voluntary Benefits: - Critical Illness and Accident Insurance - Pet Insurance - Bark – Parental controls to ensure online safety for kids - Norton LifeLock Identity Protection - Employee Discount Program