Director of Operations & Service

Role overview

The Director of Operations & Service will lead the Operations & Service teams for the Vancouver branch of Bosch Building Technologies North America. This role is responsible for planning, organizing, directing, and controlling the department’s work so that installations are delivered to a high standard, customers remain satisfied, and the business stays financially disciplined. The position reports to the Regional Vice President and carries full accountability for the branch’s operational and financial results.

In this leadership role, you will partner closely with local management to support business growth, account management, and delivery of complex technology projects. The focus is on strengthening service quality, supporting a skilled workforce, and expanding the client base through reliable execution.

Key responsibilities

• Lead, coach, evaluate, and, when needed, discipline Operations & Service staff in line with company policies and procedures.
• Set short- and long-term goals for the department so they align with wider company objectives.
• Improve service performance across building technology work by driving growth, healthier margins, stronger service agreement delivery, and better operational efficiency.
• Track installation work to ensure projects are completed on schedule and within budget.
• Determine staffing requirements and adjust department headcount according to business needs and internal policies.
• Oversee branch finances, including revenue generation, expense control, budget variance analysis, and corrective action planning.
• Use data to forecast labor needs, installation and service demand, growth opportunities, and operational risks that may affect financial results.
• Support a broad team that includes managers, sales staff, technicians, and other support personnel.
• Promote a service-first culture and work with local leaders to build consistency and operational excellence.
• Review, improve, and standardize tools, workflows, service playbooks, and domain-specific operating standards.
• Keep project information accurate and current in shared files and company systems.
• Work with the sales lead on multi-discipline sales and delivery strategies in the market.
• Provide leadership in the warehouse to support safety, quality, delivery, and budget goals.
• Help identify, improve, and streamline warehouse processes.
• Support the creation and rollout of project-specific quality assurance and quality control plans.
• Maintain client communication, including satisfaction tracking, complaint resolution, collection follow-up, and related matters.
• Make sure all operations and service work follows health, safety, and environmental rules.
• Assist with branch administration objectives as needed.
• Respond promptly and effectively to company, client, and stakeholder questions and requests.
• Encourage responsiveness, accountability, and a strong customer-focused mindset.
• Maintain advanced knowledge of building technology systems, including controls, integration protocols, analytics tools, and connected building solutions.
• Identify new customer needs and future service opportunities that support long-term growth.
• Manage performance throughout the year, including annual reviews and compensation planning for the department.
• Work with Human Resources to hire, train, and support employees across their careers.
• Champion a safety-first, quality-first, and efficiency-first delivery culture.
• Help design and implement onboarding and training programs.
• Oversee change management efforts and help drive a positive outlook during change.
• Protect company assets and ensure they are properly maintained.
• Keep required professional licences current.
• Be available to work beyond standard business hours when required.
• Carry out supervisory duties such as assigning work, monitoring performance, rewarding or disciplining employees, and resolving complaints and problems.

Required qualifications

• 10 to 15 years of experience leading operations in complex security integration or service technology projects.
• Progressive experience in project management and project management leadership.
• Post-secondary education; a diploma or bachelor’s degree in management is preferred.
• Working knowledge of relevant industry regulations, legislative standards, and operational best practices.
• At least 5 years of experience in project planning, risk management, cost and schedule control, and reporting on financial and KPI performance.
• Valid driver’s licence and the ability to pass pre-employment screening.

Preferred qualifications

• Experience managing, or overseeing the management of, multi-million-dollar projects across one or more low-voltage segments, especially integrated security systems, structured cabling, and audio-visual work.
• Background in developing service-growth strategies, including market and competitive analysis.
• Ability to collaborate across sales, operations, and field teams to advance service initiatives.
• Exposure to enterprise security platforms such as Avigilon, Axis, Genetec, Lenel, and Milestone.
• Previous commercial sales, estimating, or design experience.
• PMP certification.
• Experience using Microsoft Dynamics 365.

Professional strengths

• Ability to stay composed and adapt quickly in uncertain, fast-changing situations.
• Strong strategic judgment with the ability to assess options and act decisively.
• Entrepreneurial thinking and comfort with thoughtful risk-taking to unlock growth.
• Collaborative leadership that builds alignment across teams and stakeholders.
• Resourceful problem-solving using available tools, networks, and expertise.
• Strong attention to detail in planning and execution.
• High emotional intelligence for sensitive conversations and relationship building.
• Adaptability in response to market, regulatory, or operational changes.
• Clear, confident communication and stakeholder influence.
• Strong ethical standards, transparency, and compliance-minded decision-making.

Physical requirements

This role involves standard office activity as well as time on construction sites and customer locations. You must be able to communicate clearly in English, including speaking, hearing, reading, and writing. The job may involve occasional reaching, lifting light office items, and using office equipment. You will also need to sit, stand, and walk in both office and site environments. At times, lifting or moving up to 50 pounds may be required, and some work may take place at heights above 1.8 metres (6 feet).

Working conditions

The office environment is clean, organized, well lit, ventilated, and generally low to moderate in noise. You will also be required to be on site with customers or contractors, sometimes without Bosch colleagues present, to manage expectations and deliverables. Site visits may include general office settings and new construction environments. Driving to customer sites is part of the role, and limited overnight travel may be needed.

Compensation

The posted salary range is $140,000 to $180,000, depending on experience.

Additional notes

This position is based in Vancouver, British Columbia, Canada, and is full-time, onsite work. The role requires a strong commitment to service excellence, operational discipline, and cross-functional leadership.

No internship duration applies to this role.