National Service Manager

Kidde Global Solutions•Bradenton, FL

19h•$126,684 - $149,040•Onsite

About The Position

We are seeking a strategic, execution‑focused, and financially disciplined National Service Manager to lead, scale, and optimize our national service program across fire alarm and life safety systems. This role owns end‑to‑end service execution—ensuring consistent, compliant, and profitable delivery of inspections, preventative maintenance, break/fix service, and emergency response across all geographies. This leader will hold full operational and P&L accountability for the service division, serving as the senior point of contact for national customers while building a scalable operating model supported by a robust subcontractor network and a growing internal team. While Sales owns revenue growth, Service owns flawless execution, margin protection, and customer retention. The ideal candidate views service not as a cost center, but as a strategic operating engine—balancing compliance, responsiveness, customer experience, and financial performance at national scale.

Requirements

High School Diploma
7+ years' experience in national or regional service operations leadership within fire alarm, life safety, or regulated field service environments

Nice To Haves

Deep experience supporting inspections, preventative maintenance, break/fix service, and emergency response (installation excluded).
Proven P&L ownership, budgeting experience, and track record of margin improvement.
Extensive experience building and managing large third‑party subcontractor networks.
Strong understanding of service contracts, MSAs, SLAs, and commercial service terms.
Demonstrated ability to scale teams and lead operational organizations in fast‑paced environments.
Proficiency with FSM platforms, CRM systems (Salesforce, HubSpot, Buildops, Service trade, Service titan, Service Channel or similar), and advanced Excel/reporting tools.

Responsibilities

Own and continuously improve the national service operating model across inspections, preventative maintenance, break/fix service, and emergency response.
Scale service coverage to support national accounts while maintaining consistent service quality, compliance, and response times.
Design and implement standardized service delivery protocols, SOPs, and quality assurance processes across all regions.
Establish execution cadence, including work order lifecycle standards, close‑out requirements, and billing readiness criteria.
Partner cross‑functionally with Sales, Finance, and Operations to support national account growth through reliable execution.
Own the full P&L for the national service division, including revenue performance, cost controls, and gross margin targets.
Monitor and manage key financial metrics including labor costs, subcontractor spend, utilization, margins, and service profitability by client and region.
Develop and maintain standardized national pricing structures for inspections, preventative maintenance, emergency response, and time‑and‑materials service.
Protect margin through disciplined scope control, change order enforcement, and subcontractor rate management.
Drive operational efficiency to improve quote‑to‑cash velocity and reduce billing disputes.
Expand and strengthen a national network of qualified subcontractors to ensure full geographic coverage and capacity.
Source, vet, negotiate, and onboard regional and local service partners, maintaining consistent national standards.
Establish subcontractor rate cards, preferred vendor tiers, and backup coverage models.
Ensure ongoing compliance with insurance, licensing, safety requirements, and service level agreements (SLAs).
Implement subcontractor performance scorecards tracking response times, quality, compliance, cost effectiveness, and customer feedback.
Serve as the senior operational point of contact for national service customers.
Ensure strict adherence to client‑specific SLAs, KPIs, and compliance requirements.
Lead service execution for large, multi‑site customers, coordinating inspections, maintenance schedules, and reactive service.
Act as the escalation point for critical service issues, driving swift, and professional resolution.
Support contract reviews and MSA execution to ensure operational feasibility, pricing discipline, and risk mitigation.
Lead, mentor, and scale the internal service organization.
Define roles, responsibilities, and performance expectations for service coordinators, dispatchers, project managers, and inspectors.
Establish a performance‑driven culture centered on accountability, urgency, safety, and customer service excellence.
Implement operating rhythms including weekly operational reviews, KPI dashboards, and performance coaching.
Build scalable systems and processes that support future service line expansion beyond fire and life safety.