Director of Service

Watchtower Security, a dynamic and rapidly growing organization in the technology and security solutions sector, is seeking a highly skilled Service Department Manager to lead and oversee our service operations. This pivotal role is responsible for driving efficiency, ensuring exceptional service delivery to clients and business partners, and maintaining the overall operational excellence of the department.

The Service Department Manager will identify bottlenecks, manage resources, and lead a team of dedicated professionals in a fast-paced environment. This individual will also maintain and analyze metrically driven data to inform both short- and long-term staffing decisions. The ideal candidate is a strategic, data-driven leader who thrives on building effective teams, creating scalable processes, and ensuring consistent, high-quality service.

Essential Job Functions:

• Operational Leadership: Lead weekly team meetings to communicate departmental initiatives and goals, ensuring alignment with broader business objectives.
• Performance Analysis: Analyze key performance indicators (KPIs) and operational metrics to assess department health, team efficiency, and forecast staffing requirements.
• Strategic Reporting: Develop and present regular reports on department performance to senior leadership to inform business strategy.
• Process Improvement: Continuously review and refine departmental procedures and documentation to find efficiencies, reduce spend, and improve operational effectiveness.
• Strategic Development: Adapt and evolve departmental strategies to meet changing business needs, analyzing trends and opportunities for improvement.
• Budget Management: Create, monitor, and manage the Service Department budget, identifying and implementing cost-saving initiatives.
• Stakeholder Collaboration: Work closely with internal departments and subcontractors through routinely scheduled meetings to maintain a strong customer focus and ensure seamless service delivery.
• Vendor Management: Continuously evaluate subcontractor performance and efficiency to ensure quality and value.
• Team & People Management: Foster a collaborative and high-performing team culture through regular one-on-ones, conflict resolution, and skill development.

Job Skills and Requirements:

• Bachelor's degree in a relevant field or equivalent practical experience.
• Proven experience in a service operations or department management role.
• Exceptional written and verbal communication skills.
• A strong understanding of technical processes and the ability to convey complex information clearly.
• Proven analytical, problem-solving, and strategic-thinking skills.
• Demonstrated ability to adapt to changing priorities and lead a team to success in a dynamic environment.