Mission Critical Services Operations Manager

Johnson Controls, Inc. • Tempe, AZ

32d • Remote

About The Position

As a global leader in smart, healthy, and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places, and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience that is focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard - your next great opportunity is just a few clicks away! The Operations Manager will oversee and drive the performance of the Cx, Service, Warranty, and Aftermarket functions across mission critical projects. This role ensures seamless coordination between teams, efficient resource utilization, and delivery of high-quality services that exceed client expectations. The Operations Manager services as a key leader, building alignment across internal departments, vendors, and customers while optimizing operations processes to support growth, quality, and profitability.

Requirements

• 7+ years of experience in data center, mission critical, or related technical services
• 5+ years of leadership or managerial experience overseeing regional or multi-site technical teams with the ability to motivate and develop teams
• Strong knowledge of mission critical infrastructure (AHU, power, cooling, controls, etc.)
• Proven leadership experience managing multi-disciplinary teams
• Excellent communication and interpersonal skills for internal collaboration and external client engagement with a customer-centric approach
• Strong organizational and problem-solving skills with the ability to adapt and manage competing priorities
• Proven track record of improving operations
• Proficiency in Microsoft Office and familiarity with service management software is a plus
• Travel regionally as required (up to 70%)

Nice To Haves

• Bachelor's degree in engineering, technical management, or related field
• Experience with commissioning, IST, service, warranty, aftermarket support for mission critical
• Project management certification (PMP) or similar credential or experience is a plus

Responsibilities

• Lead daily operations for Cx, Service, Warranty, and Aftermarket functions and oversee General Managers and Regional Managers.
• Serve as point of escalation after the General Manager and if not resolved escalate to Director
• Drive efficiency in resource planning, scheduling, and workload balancing
• Establish and monitor KPIs for performance, quality, and customer satisfaction
• Support forecasting, budget development, and cost management with Director
• Lad with accountability and transparency by setting clear expectations, measuring outcomes, and recognizing team achievements
• Drive operations consistency by developing and implementing standardized processes, checklists, and reporting methods across all functions
• Build trust and collaboration by maintaining open communication across departments and with clients to anticipate and resolve issues early
• Focus on continuous improvement by using data and feedback to improve turnaround times, customer satisfaction, and operational efficiency
• Model customer-first to ensure every engagement reflects quality, reliability, and professionalism
• Promote safety and compliance by maintaining strict adherence to safety standards and regulatory requirements on all sites.
• Lead, mentor, and develop a General Managers
• Monitor KPIs, performance metrics, UKG timesheets and idle time, compliance with safety, quality, and documentation protocols.
• Ensure escalation processes are followed, and issues are resolved promptly.
• Act as the escalations point of contact for projects managers (primary Regional Managers), internal leadership, and clients regarding regional field activities
• Build and maintain strong relationships with external and internal stakeholders to ensure high satisfaction and communication flow
• Drive standardization and best practices across sites to optimize efficiency and reduce work
• Support training programs and technical upskills for field staff

Benefits

• Competitive Pay
• Comprehensive Benefits Package including Retirement Savings Plan, Extended Health Care, Dental, and Vision
• Paid holidays, paid vacation days, and paid sick time
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Publishing Industries
• Number of Employees: 5,001-10,000 employees