Service Operations Manager - Southern Alberta

Company Description

Thank you so much for considering our company in your career search! Classic Fire Life Safety is a leader in the fire protection and life safety industry because of our talented knowledgeable and motivated staff. We know that it is our people who make the difference and we are looking to grow our team of passionate professionals. Interested in joining us

Our goal is to partner with our customers to ensure their buildings and the people in them are safe from new building construction activities modernization activities and demand for system upgrades through to preventative maintenance and service.

Why join the Classic team

• CFLS is a caring company who values our staff.
• CFLS is local and is part of the community.
• CFLS is a fullservice fire protection contractor.
• A great working environment with opportunities for career advancement
• Competitive salary
• Comprehensive Group benefits
• Educational assistance program
• Employee referral bonus program
• Social events: Building camaraderie and fostering a sense of community is essential.

Position Overview

We are looking for a dynamic and peoplefirst leader to join our team as a Service Operations Manager for our Fire Sprinkler Fire Alarm and Fire Extinguisher teams within our Service ITM Division in Southern Alberta. The ideal candidate is a motivated and knowledgeable professional who is passionate about developing and empowering teams fostering a culture of collaboration and delivering exceptional customer service.

This role carries P&L responsibility and requires a leader who can drive both operational excellence and team engagement ensuring sustainable growth profitability safety and customer satisfaction. The Service Operations Manager will be instrumental in coaching mentoring and directing team members helping them succeed both individually and collectively.
Success in this position depends on the ability to lead with empathy and integrity while also working effectively across departments including Sales HR Accounting Procurement Warehousing IT Health & Safety and senior managementto achieve company objectives.

At its core this role is about putting people firstfrom team members to customerswhile delivering results that support our mission of making life safety simple. The Service Operations Manager must be a proven leader with a track record of handling highpressure situations with professionalism and diplomacy.

This job description serves as a guideline and may not encompass all functions of the role.

Main Duties and Responsibilities

PeopleFirst Leadership & Team Development:

• Lead with a peoplefirst mindset providing guidance coaching and mentorship to Customer Service Coordinators ITM Supervisor(s) and Sprinkler Fire Alarm and Fire Extinguisher technicians.
• Foster a collaborative inclusive and highperformance culture where employees feel valued supported and motivated.
• Conduct goalsetting performance reviews and regular feedback sessions ensuring ongoing professional growth and development.
• Maintain a strong focus on safety ensuring team members operate in a safe and compliant manner.

Operational Excellence & P&L Accountability:

• Serve as an experienced and strategic P&L leader with full accountability for Service Department outcomes profitability and growth.
• Develop and implement operational strategies that improve service efficiency quality and financial performance.
• Ensure standard operating procedures (SOPs) are clearly communicated understood and followed.
• Monitor key performance indicators (KPIs) and service metrics to assess operational efficiency profitability and customer satisfaction.
• Optimize scheduling resource allocation and technician utilization to ensure timely costeffective and profitable service delivery.
• Identify opportunities for process improvements and implement best practices that drive continuous improvement.
• Serve as a point of escalation for critical servicerelated challenges maintaining a solutionoriented approach.
• Collaboration & CrossFunctional Engagement
• Strengthen collaboration between shared services and operational support teams including Sales HR IT Finance Health & Safety Corporate Project Delivery Procurement Fleet and Marketing.
• Maintain and enhance customer relationships through proactive communication service followups and issue resolution.
• Prepare and present reports on service performance customer satisfaction and operational efficiency to leadership.

Employee Development & Training:

• Ensure all employees receive appropriate training on job duties corporate policies and industry best practices.
• Stay updated on changing fire codes safety regulations and industry requirements ensuring team knowledge remains current.
• Approve vacation requests and manage workload distribution to maintain balanced staffing levels.
• Cultivate an engaging team environment where staff feel empowered motivated and proud to represent the company.

Health and Safety Responsibilities:

• Champion a culture of safety ensuring all team members prioritize safe work practices.
• Provide mentorship and leadership on health and safety initiatives across CFLS business units.
• Ensure timely submission of safety documentation from service teams.
• Participate in the CFLS Safety Committee as required.
• Maintain compliance with safety certification and training requirements for the Service Operations team.
• Proactively suggest improvements to CFLS safety policies and manuals.
• Assist in the development of safe work practices ensuring alignment with industry best practices and regulatory standards.
• Serve as a key leadership team member in maintaining and enhancing CFLS COR certification.
• Support the preparation of risk assessments collaborating with supervisors and the safety team.
• Report workplace injuries or illnesses in accordance with CFLS protocols and applicable workers compensation legislation.

Additional Responsibilities:

• Perform all other duties as required supporting the companys mission of making life safety simple while fostering a strong peoplefirst culture

Qualifications:

• Proven leadership experience managing multidisciplinary teams across multiple locations fostering a collaborative and peoplefirst culture.
• Charismatic motivational and handson leadership style with a focus on coaching mentorship and employee development.
• Strong business acumen with a deep understanding of financial metrics P&L management and cost control in a servicedriven environment.
• Ability to balance customer satisfaction with company objectives ensuring longterm growth and profitability.
• Exceptional problemsolving critical thinking and conflict resolution skills with a proactive and solutionsoriented approach.
• Experience leading change initiatives and managing projects driving continuous improvement and operational excellence.
• Demonstrated success in highpaced servicebased environments managing competing priorities while maintaining a high standard of quality and customer care.
• Detailoriented organized and resultsdriven with the ability to prioritize work and meet deadlines.
• Strong interpersonal and communication skills fostering positive relationships with both staff and customers.
• Proficiency with clientmanagement software MS Office Suite and other relevant business tools.
• Bachelors degree college diploma or equivalent industry experience preferred.

We thank all applicants who apply but only those candidates who meet the above qualifications will be contacted for an interview.

Required Experience:

Senior Manager