Service Operations Manager

Grover Gaming•Columbus, OH

About The Position

We are a growth-oriented technology-enabled services organization supporting customers across multiple markets. Our Field Services team delivers reliable installation, maintenance, and technical support statewide, combining a safety-first mindset with a relentless focus on customer experience and operational excellence. Summary: The Service Operations Manager (State Operations) owns end-to-end field service delivery across an entire state, leading a multi-layer organization of supervisors, leads, and technicians. This role is accountable for customer satisfaction, SLA attainment, workforce planning, safety and compliance, inventory & fleet stewardship, and cost-to-serve performance. The manager sets the operational cadence, develops talent, standardizes processes, and drives continuous improvement to achieve best-in-class service outcomes. Scope & Impact: Geography: Full-state coverage (Ohio) with multi-region responsibility. Team: Direct management of managers/supervisors and a dispersed workforce. Assets & Logistics: Oversees parts depots/stocking locations, RMA, fleet utilization, route optimization, vendor/third-party partners. Financials: Accountable for budget adherence, forecast accuracy, and cost optimization; influences state revenue through uptime and project throughput.

Requirements

7+ years of progressive field service or operations leadership; 3+ years leading multi-site teams (statewide or equivalent).
Bachelor's degree in Business, Operations, Engineering, or relevant experience required; advanced degree a plus.
Proven success managing budgets, workforce planning, and large-scale dispatch/route operations.
Demonstrated use of data to manage performance; advanced Excel or analytics skills; familiarity with CMMS/FSM platforms.
Strong change management, stakeholder communication, and customer-facing skills; calm under pressure and escalation-savvy.
Continuous improvement mindset
Valid driver's license; ability to travel intrastate (up to 40–60% as needed).
Ability to lift and move equipment as required for site visits and audits; adherence to all safety protocols.
Proficiency with Microsoft 365 (Teams, Excel, PowerPoint, SharePoint) and field mobility apps; strong written and verbal communication.

Responsibilities

Strategy & Planning: Translate company strategy into a state operating plan with clear goals, staffing models, coverage maps, depot strategy, and capital needs. Own weekly/monthly/quarterly business reviews (WBR/MBR/QBR); publish dashboards and action plans. Forecast volume (work orders, installs, projects) and align capacity, training, and inventory accordingly.
People Leadership: Hire, onboard, and develop leaders; build a bench and succession plans for critical roles. Set expectations, coach for performance, and recognize results; manage performance issues with fairness and urgency. Foster a culture of safety, accountability, and inclusion; reinforce company values and ethical standards.
Operations & Service Delivery: Ensure SLA achievement (response, restoration, first-time-fix) and efficient schedule/dispatch across the state. Standardize procedures (SOPs, work instructions) and drive adoption of field mobility/CMMS tools. Oversee install/projects, preventive maintenance, break/fix, and after-hours coverage; own escalation management.
Customer & Cross-Functional: Partner with Sales/Account Management on installs, renewals, and service recovery; join customer business reviews as needed. Collaborate with Product/Engineering on field feedback, pilot programs, and change management. Coordinate with Supply Chain/Distribution on parts availability, forecasting, and logistics; with Finance on billing and accruals.