# Service Operations Director

*/JobTypes/Service_Operations_Director*

## Neighborhood

### Related (signature role)

- [Field Service Outsourcing Firm](/CompanyTypes/Field_Service_Outsourcing_Firm) — signature role · CompanyTypes

### Related (delivered by)

- [Define customer service indirect channel strategy](/Processes/Define_customer_service_indirect_channel_strategy) — delivered by · Processes

### Perform

- [Set operational strategy and annual goals for the function](/Tasks/Set_operational_strategy_and_annual_goals_for_the_function) — perform · Tasks
- [Present service performance to executive leadership](/Tasks/Present_service_performance_to_executive_leadership) — perform · Tasks
- [Handle high-severity customer escalations](/Tasks/Handle_high-severity_customer_escalations) — perform · Tasks
- [Approve Hiring Plans and Organizational Structure Changes](/Tasks/Approve_Hiring_Plans_and_Organizational_Structure_Changes) — perform · Tasks
- [Own the Service Operations P&L or Cost Center](/Tasks/Own_the_Service_Operations_P&L_or_Cost_Center) — perform · Tasks
- [Approve Major Tooling and Outsourcing Decisions](/Tasks/Approve_Major_Tooling_and_Outsourcing_Decisions) — perform · Tasks
- [Drive Workforce Planning Across the Operation](/Tasks/Drive_Workforce_Planning_Across_the_Operation) — perform · Tasks
- [Set the Multi-Year Service Operations Strategy](/Tasks/Set_the_Multi-Year_Service_Operations_Strategy) — perform · Tasks
- [Lead Managers Across Regions or Functions](/Tasks/Lead_Managers_Across_Regions_or_Functions) — perform · Tasks
- [Set Organization-Wide Service KPIs and Targets](/Tasks/Set_Organization-Wide_Service_KPIs_and_Targets) — perform · Tasks
- [Negotiate Outsourcing and Vendor Contracts](/Tasks/Negotiate_Outsourcing_and_Vendor_Contracts) — perform · Tasks
- [Own Service Organization Budget and Cost Targets](/Tasks/Own_Service_Organization_Budget_and_Cost_Targets) — perform · Tasks
- [Review Regional Service Performance with Site Leaders](/Tasks/Review_Regional_Service_Performance_with_Site_Leaders) — perform · Tasks
- [Sponsor Service Technology and Automation Initiatives](/Tasks/Sponsor_Service_Technology_and_Automation_Initiatives) — perform · Tasks
- [Report Operational Performance to Executives](/Tasks/Report_Operational_Performance_to_Executives) — perform · Tasks
- [Drive Operational Scale and Efficiency](/Tasks/Drive_Operational_Scale_and_Efficiency) — perform · Tasks
- [Set Operational Performance Targets](/Tasks/Set_Operational_Performance_Targets) — perform · Tasks
- [Own Service Operations Budget and Performance](/Tasks/Own_Service_Operations_Budget_and_Performance) — perform · Tasks
- [Set Service Operations Strategy](/Tasks/Set_Service_Operations_Strategy) — perform · Tasks
- [Lead the Operations Management Team](/Tasks/Lead_the_Operations_Management_Team) — perform · Tasks
- [Govern Service Operations Risk and Compliance](/Tasks/Govern_Service_Operations_Risk_and_Compliance) — perform · Tasks

### Required skills

- [Financial Planning](/Skills/Financial_Planning) — requires skill · Skills
- [Vendor and Outsourcing Negotiation](/Skills/Vendor_and_Outsourcing_Negotiation) — requires skill · Skills
- [Contract Negotiation](/Skills/Contract_Negotiation) — requires skill · Skills
- [Executive Communication](/Skills/Executive_Communication) — requires skill · Skills
- [Organizational Leadership](/Skills/Organizational_Leadership) — requires skill · Skills
- [Strategic Planning](/Skills/Strategic_Planning) — requires skill · Skills
- [Strategic Leadership](/Skills/Strategic_Leadership) — requires skill · Skills
- [Financial Management](/Skills/Financial_Management) — requires skill · Skills
- [Operational Improvement](/Skills/Operational_Improvement) — requires skill · Skills
- [Organizational Management](/Skills/Organizational_Management) — requires skill · Skills

### Engage in

- [Set the Multi-Year Service Operations Strategy](/Activities/Set_the_Multi-Year_Service_Operations_Strategy) — engage in · Activities
- [Approve Major Tooling and Outsourcing Decisions](/Activities/Approve_Major_Tooling_and_Outsourcing_Decisions) — engage in · Activities
- [Own the Service Operations P&L or Cost Center](/Activities/Own_the_Service_Operations_P&L_or_Cost_Center) — engage in · Activities
- [Negotiate Outsourcing and Vendor Contracts](/Activities/Negotiate_Outsourcing_and_Vendor_Contracts) — engage in · Activities
- [Own Service Organization Budget and Cost Targets](/Activities/Own_Service_Organization_Budget_and_Cost_Targets) — engage in · Activities
- [Set Service Operations Strategy and Annual Operating Plan](/Activities/Set_Service_Operations_Strategy_and_Annual_Operating_Plan) — engage in · Activities
- [Own Service Operations Budget and Performance](/Activities/Own_Service_Operations_Budget_and_Performance) — engage in · Activities
- [Drive Operational Scale and Efficiency](/Activities/Drive_Operational_Scale_and_Efficiency) — engage in · Activities
- [Set Service Operations Strategy](/Activities/Set_Service_Operations_Strategy) — engage in · Activities

### Required knowledge

- [Service Operations Management](/Knowledge/Service_Operations_Management) — requires knowledge · Knowledge
- [Outsourcing and Vendor Contract Models](/Knowledge/Outsourcing_and_Vendor_Contract_Models) — requires knowledge · Knowledge
- [Organizational Design Principles](/Knowledge/Organizational_Design_Principles) — requires knowledge · Knowledge
- [Corporate Financial Management](/Knowledge/Corporate_Financial_Management) — requires knowledge · Knowledge
- [Change Management Principles](/Knowledge/Change_Management_Principles) — requires knowledge · Knowledge
- [Corporate Finance](/Knowledge/Corporate_Finance) — requires knowledge · Knowledge
- [Labor Regulations](/Knowledge/Labor_Regulations) — requires knowledge · Knowledge
- [Service Delivery Operating Models](/Knowledge/Service_Delivery_Operating_Models) — requires knowledge · Knowledge
- [Vendor and Outsourcing Management](/Knowledge/Vendor_and_Outsourcing_Management) — requires knowledge · Knowledge
- [Service Operations](/Knowledge/Service_Operations) — requires knowledge · Knowledge
- [Profit And Loss Management](/Knowledge/Profit_And_Loss_Management) — requires knowledge · Knowledge
- [Operational Risk and Compliance](/Knowledge/Operational_Risk_and_Compliance) — requires knowledge · Knowledge
- [Workforce and Capacity Strategy](/Knowledge/Workforce_and_Capacity_Strategy) — requires knowledge · Knowledge

### Requires ability

- [Fluency of Ideas](/Ability/Fluency_of_Ideas) — requires ability · Ability
- [Problem Sensitivity](/Ability/Problem_Sensitivity) — requires ability · Ability
- [Systems Evaluation](/Ability/Systems_Evaluation) — requires ability · Ability
- [Oral Expression](/Ability/Oral_Expression) — requires ability · Ability
- [Deductive Reasoning](/Ability/Deductive_Reasoning) — requires ability · Ability

### Uses software

- [ServiceNow](/Software/ServiceNow) — uses software · Software
- [Microsoft PowerPoint](/Software/Microsoft_PowerPoint) — uses software · Software
- [Salesforce](/Software/Salesforce) — uses software · Software
- [Enterprise Resource Planning Software](/Software/Enterprise_Resource_Planning_Software) — uses software · Software
- [Microsoft Excel](/Software/Microsoft_Excel) — uses software · Software
- [Microsoft Teams](/Software/Microsoft_Teams) — uses software · Software
- [Power BI](/Software/Power_BI) — uses software · Software

### Type of

- [General and Operations Managers](/Occupations/General_and_Operations_Managers) — type of · Occupations

### Problems this exposes

- [first-time-fix rate invisible without joining parts, labor, and callback data](/Problems/first-time-fix_rate_invisible_without_joining_parts,_labor,_and_callback_data) — exposes problem · Problems
- [warranty-vs-billable margin leakage hidden in unstructured work-order notes](/Problems/warranty-vs-billable_margin_leakage_hidden_in_unstructured_work-order_notes) — exposes problem · Problems
- [technician utilization planned against a forecast that ignores seasonal demand swings](/Problems/technician_utilization_planned_against_a_forecast_that_ignores_seasonal_demand_swings) — exposes problem · Problems
- [field-tech dispatch and SLA adherence reconciled across FSM and ticketing systems](/Problems/field-tech_dispatch_and_SLA_adherence_reconciled_across_FSM_and_ticketing_systems) — exposes problem · Problems