Vice President - Service Operations (BAS Service)

Title: Vice President – Service Operations

Location: US Remote based or Hybrid

Reports to: Senior Vice President, Operations

Position Purpose:The Vice President, Service Operations is responsible for the operational performance, standardization, and continuous improvement of Albireo Energy's service organization. Serving as the functional leader for service across all divisions, this role is accountable for the enterprise service operating model, service KPIs, workforce capability, service manager development, and the development and delivery of intelligent service offerings. Through consistent execution and customer retention, the position enables profitable recurring revenue growth across the organization.

The Vice President, Service Operations partners closely with General Managers, Service Managers, Sales Leaders, Operations Leaders, Marketing, Finance, Human Resources, and Executive Leadership to establish and maintain best-in-class service operations, improve customer outcomes, increase profitability, and deliver a consistent service experience across Albireo Energy.

Responsibilities:

Service Performance

• Drive enterprise service operational and financial performance by improving gross margin, productivity, recurring revenue retention, customer satisfaction, and operational effectiveness across all divisions.
• Partner with General Managers, Sales Managers, Service Managers and Human Resource leaders to improve division service performance through operational excellence, workforce capability, customer retention, and consistent execution.
• Lead regular service business reviews to evaluate operational and financial performance, identify improvement opportunities, execute corrective actions, and drive accountability.
• Develop and implement action plans to improve service profitability, technician productivity, customer experience, and operational execution.
• Monitor service performance against established KPIs and drive corrective actions to achieve operational and financial objectives.

Service Operational Excellence

• Own and continuously improve Albireo Energy's Service operating model, including organizational design, staffing models, workforce planning, service delivery processes, technician utilization practices, supporting systems, and performance expectations.
• Establish standard service processes, workflows, procedures, and best practices for service delivery.
• Define and maintain enterprise service standards, scorecards, dashboards, and performance reporting to drive consistency and continuous improvement.
• Drive adoption of standard operating procedures, tools, and systems to improve consistency, scalability, and operational efficiency.
• Lead continuous improvement initiatives focused on productivity, responsiveness, quality, customer satisfaction, and profitability.
• Ensure service operations deliver consistent, professional, and high-quality customer experience across the organization.
• Partner with divisional leadership to improve technician utilization, service productivity, and field execution consistency.
• Partner with the Managed Services Center to standardize national service delivery capabilities, technical support, and enterprise service processes.

Service Workforce Development

• Serve as the functional leader for Service Managers across Albireo Energy, establishing leadership expectations, performance standards, and accountability.
• Evolve onboarding, training, coaching, and succession planning programs for Service Managers and other key service leadership positions.
• Establish career development pathways, technical training standards, progression models, and competency frameworks for technicians, system specialists, and service personnel.
• Partner with division, technical, and operational leaders to identify, develop, and retain future service leaders and technical talent.
• Drive technician and service workforce capability, productivity, engagement, retention, and customer relationship skills to support operational excellence.
• Foster a culture of safety, accountability, continuous improvement, customer focus, and professional development throughout the service organization.
• Partner with Human Resources to develop recruiting, workforce planning, and talent development strategies that ensure technician capacity and capabilities align with current and future service demand.

Intelligent Services

• Lead the development, standardization, deployment, and continuous improvement of Albireo Energy's intelligent service offerings.
• Define scalable service delivery, deployment, support, monitoring, analytics, and customer success models for intelligent services.
• Partner with Sales, Marketing, Operations, Technical Resources, and the Managed Services Center to enable successful deployment, adoption, and operational delivery of intelligent services.
• Drive the integration of analytics, optimization, AI-enabled services, and emerging technologies into Albireo Energy's service portfolio.
• Develop technician workflows, training, and enablement strategies that integrate intelligent services into everyday service delivery and customer interactions.

Solutions-to-Service Integration

• Establish and maintain operational processes that maximize successful transition of project customers into long-term service relationships.
• Develop and implement standardized project-to-service transition processes and accountability measures.
• Establish KPIs to measure project-to-service conversion effectiveness and recurring revenue growth.
• Partner with Sales and Solutions Operations leadership to ensure successful customer turnover and long-term engagement.
• Standardize and drive adoption of In-Warranty Service and other lifecycle service programs that strengthen customer retention and support recurring service growth.

Organizational Leadership

• Partner with Executive Leadership to develop and execute Albireo Energy's long-term service strategy.
• Support acquisitions, integrations, and organizational initiatives impacting service operations.
• Foster collaboration between service, sales, operations, engineering, finance, human resources, and technical support teams.
• Build a culture of operational excellence, innovation, accountability, and customer success across the service organization.

Success Metrics

• Service financial performance (Price, Labor Rates, Operational Expenses, Gross Margin)
• Recurring revenue growth and retention
• Service Agreement renewal rate
• Project-to-Service conversion effectiveness (includes warranty to service)
• Customer retention and satisfaction
• Service KPI Performance
• Safety KPI Performance
• Adoption of standard service processes
• Service Manager development and retention
• Technician productivity, utilization, development, and retention
• Growth and operational performance of Intelligent Service offerings
• Overall Divisional Service Performance

Requirements

• BS in Engineering, Business, or a related field required
• Minimum of 15 years of progressive leadership experience managing large-scale service operations.
• Demonstrated success leading multi-location or geographically dispersed service organizations.
• Building Automation, HVAC, Mechanical, Electrical, or related technical services industry experience required.
• Proven ability to develop and implement enterprise-wide operating standards, service processes, and performance management systems.
• Strong experience leading KPI-driven operational excellence initiatives utilizing Lean, Continuous Improvement, or similar methodologies.
• Demonstrated success developing service leaders, technicians, and technical organizations through coaching, training, succession planning, and organizational development.
• Experience leading organizational change and digital service transformation through the implementation of new processes, technologies, operating models, and connected service solutions.
• Strong financial and business acumen, including experience improving service profitability, productivity, gross margin, and operational performance.
• Excellent leadership, communication, collaboration, and executive influencing skills with the ability to build alignment across geographically dispersed organizations.
• Demonstrated ability to build cross-functional partnerships with Sales, Operations, Engineering, Finance, Human Resources, Marketing, and Executive Leadership.

Salary Range: $185k-$280k DOE.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Basic Life Insurance

Voluntary Life Insurance

Short Term & Long Term Disability

Paid Vacation

Paid Sick Time

Paid Holidays

401K with Company match

Pre-Employment Requirements:
All offers of employment are contingent upon successful completion of applicable pre-employment screenings, which may include a background check and drug screening, conducted in accordance with applicable federal, state, and local laws. Positions where driving is an essential function will also require a satisfactory Motor Vehicle Record (MVR).

Work Authorization:
Candidates must be authorized to work in the United States.

Agency Submissions:
Albireo Energy does not accept unsolicited candidate submissions from third-party recruiting agencies. Candidate ownership will only be recognized when submitted under an active, authorized agreement and through our official Applicant Tracking System. Submissions received without a prior agreement will be considered the property of Albireo Energy.

Albireo Energy is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.