Technical Director, Operations

Who We Are

BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6 500 globally we relentlessly focus on enabling innovation through the services we deliver while actively looking for new opportunities that will enable innovation for our clients businesses. Globally we manage over 320 million square feet of client portfolios across 30000 locations in North America Europe Middle East Australia and Asia. Further information is available at

SUMMARY

The Director Service Operations is responsible for leading a highperforming HVAC service organization focused on exceptional client experience operational efficiency and strong financial performance. This role oversees service delivery client relationship management invoicing accuracy and the development of service leaders and technicians. The Director ensures that service teams meet contractual obligations respond effectively to client needs and uphold the highest standards of professionalism and safety.

KEY DUTIES & RESPONSIBILITIES

People Leadership & Team Development

• Provide strong supportive leadership to HVAC service managers supervisors and technicians.
• Mentor and coach service leaders to strengthen decisionmaking customer communication and operational execution.
• Lead recruitment onboarding and development of service personnel.
• Manage performance provide constructive feedback and recommend compensation adjustments objectively.
• Foster a culture of accountability teamwork and continuous improvement.

Client & Account Management

• Serve as the primary senior point of contact for key clients ensuring high satisfaction and proactive communication.
• Oversee resolution of escalated service issues ensuring timely and professional outcomes.
• Build strong relationships with client stakeholders understanding their operational needs and aligning service delivery accordingly.
• Conduct regular business reviews with clients presenting performance metrics service trends and improvement plans.

Service Delivery Oversight

• Ensure service teams deliver highquality HVAC maintenance repairs and emergency response in alignment with contract requirements.
• Monitor service performance response times and completion rates to ensure operational excellence.
• Support service leaders in planning scheduling and resource allocation to optimize productivity.
• Ensure compliance with safety standards regulatory requirements and company policies.

Financial Management & Invoicing

• Oversee the accuracy and timeliness of invoicing ensuring alignment with contract terms and completed work.
• Review work orders labour hours and materials to ensure proper billing and cost control.
• Monitor service financial performance including revenue margins and operational expenses.
• Identify opportunities to improve profitability through process improvements pricing strategies and operational efficiencies.

Process Improvement & Best Practices

• Implement and refine service processes workflows and tools to enhance efficiency and customer experience.
• Ensure effective use of the CMMS for work order management reporting and data accuracy.
• Standardize service documentation reporting practices and communication protocols across the team.
• Stay current with HVAC service industry trends and recommend improvements to service delivery models.

Collaboration & Communication

• Work closely with internal departments including Finance Health & Safety HR and Procurement to support service operations.
• Participate in leadership meetings to share insights align strategies and drive organizational goals.
• Promote strong communication between field teams service leaders and corporate support functions.

KNOWLEDGE & SKILLS

Minimum Education

• College or University education in a related field or equivalent experience.
• HVAC trade certification or technical background strongly preferred.

JobRelated Experience

• Proven leadership experience in a servicebased business ideally HVAC or mechanical services.
• Demonstrated success managing client relationships and resolving escalated issues.
• Strong understanding of service operations work order management and field workforce coordination.
• Experience overseeing invoicing billing accuracy and financial performance of service operations.
• Skilled in coaching mentoring and developing service leaders and technicians.
• Strong organizational prioritization and timemanagement abilities.
• Excellent written and verbal communication skills.
• Proficiency with CMMS platforms and MS Office applications.
• Bilingual (English/French) considered an asset.

Licenses / Professional Accreditation (Assets)

• HVAC Trade License CET or similar technical designation.

This is a regular full-time position with a salary range of $129682 - $162103 per annum. The starting salary will be based on the successful candidates competencies including but not limited to experience education and performance related to this role.

At BGIS we believe that diversity and inclusion is a key business driver such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success!

BGIS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process please contact us ataskHR. Upon request for accommodation we will consult with the applicant in question and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicants accessibility needs due to disability.