BAS Service Operations Manager

Kelso Building Services•Ogden, UT

2d•Remote

About The Position

The National BAS Service Operations Manager is a senior operational leadership role responsible for the end-to-end execution, performance, and growth of BAS service operations across KBS and the Kelso Industries portfolio. This role owns National BAS service delivery execution, service revenue growth and profitability, remote operations and managed services, field service team performance, and customer experience and retention. The position serves as the central operational leader coordinating across KBS Branches, KBS Customer Service Center (CSC), National Programming Team, Sales & Estimating, MSI Team, and National BAS Project Management. This role ensures a scalable, high-performance service organization capable of supporting multi-site enterprise clients and national service agreements.

Requirements

Direct Reports: 9–20 (Remote Ops, Service Coordination, Field Technicians, Support Roles)
End-to-end execution, performance, and growth of BAS service operations.
National BAS service delivery execution.
Service revenue growth and profitability.
Remote operations and managed services.
Field service team performance.
Customer experience and retention.
Central operational leader coordinating across KBS Branches, KBS Customer Service Center (CSC), National Programming Team, Sales & Estimating, MSI Team, National BAS Project Management.
Scalable, high-performance service organization capable of supporting multi-site enterprise clients and national service agreements.
Service requests and dispatch.
Preventative maintenance (PMA).
Repairs and troubleshooting.
Quoted service jobs.
Small-to-mid size BAS projects.
Billing, Revenue Recognition & Back Office Alignment.
Cross-Functional Leadership.
Customer Experience & Account Support.
Client & Site Onboarding.
Workforce Management & Development.
Inventory, Tools & Fleet Oversight.
Process, SOP & Continuous Improvement.

Nice To Haves

ServiceTitan, Sales Force

Responsibilities

Lead and manage 9–20 direct reports, including Remote Operations / Monitoring Team, BAS Service Coordinators / Dispatch, and BAS Field Technicians (direct or matrixed).
Oversee daily BAS service operations across KBS branches and National BAS Travel Teams.
Establish operational structure, roles, and accountability.
Drive standardization of national BAS service delivery.
Own and drive T&M service revenue, quoted service work, PMA / Remote PMA contracts, and small projects and service-based upgrades.
Partner with Sales and Estimating to identify service opportunities and convert service calls into revenue-generating work.
Support and contribute to forecasting (weekly, monthly, annual) and revenue planning and backlog management.
Ensure margin performance and cost control.
Lead the KBS Remote Operations & Monitoring Center (ROC / Kelso Connected), including 24/7 operations oversight, alarm management and triage, and remote diagnostics and resolution.
Drive growth of Managed BAS services, Remote PMA offerings, and Analytics / FDD-based service models.
Ensure integration between remote operations, field technicians, and national programming resources.
Oversee all BAS service work including service requests and dispatch, preventative maintenance (PMA), repairs and troubleshooting, and quoted service jobs.
Ensure timely scheduling and execution, proper documentation and closeout, and clean handoff to billing.
Oversee service billing processes, ensuring accuracy and timeliness, and alignment with contract terms and SOV structures.
Coordinate with KBS CSC and Accounting / Finance to ensure T&M, PMA, and Project/service hybrid work jobs are billing-ready within target timelines.
Ensure proper tracking of relevant metrics.
Work closely with KBS Branch Leadership, CSC, National Programming Team, Sales & Estimating, MSI Team, National BAS Project Management, and Kelso Portfolio Operating Companies.
Drive resource planning and allocation, technical support alignment, and project-to-service and service-to-project transitions.
Own service-level customer experience across national accounts.
Act as escalation point for service delays, technical challenges, and multi-site coordination issues.
Support client onboarding and national account service strategies.
Lead onboarding of new BAS service clients and new facilities and portfolios.
Ensure system integration into remote monitoring platforms, proper documentation and asset tracking, and service workflows established.
Recruit, onboard, and develop BAS service technicians, remote operators, and service coordinators.
Establish training plans, performance metrics, and career development pathways.
Drive a culture of accountability, safety, and Customer focus.
Oversee service inventory and materials, tooling and test equipment, and service vehicles (as applicable).
Ensure readiness for rapid deployment and national service consistency.
Enforce and improve National BAS SOPs and service workflows (ServiceTitan, Sales Force etc.).
Identify bottlenecks, inefficiencies, and automation opportunities.
Drive continuous improvement initiatives.