The Vice President of Service Operations is a senior leadership role responsible for driving profitable growth, operational excellence, and customer satisfaction across a decentralized HVAC/mechanical service organization. This leader partners closely with local operating company presidents and service leaders to strengthen service execution while preserving entrepreneurial autonomy at the branch level.

The VP of Service will establish best practices, develop talent, and align service strategy with overall company goals—without disrupting the decentralized culture that fuels local accountability and customer intimacy.

Key Responsibilities

Strategic Leadership

• Develop and execute a scalable service strategy aligned with company growth, margin, and customer retention objectives

• Serve as a trusted advisor to operating company leadership on service operations, pricing, and market expansion

• Balance enterprise-level consistency with local decision-making authority

Operational Excellence

• Improve service profitability through labor productivity, pricing discipline, dispatch efficiency, and contract optimization

• Establish and track KPIs (gross margin, technician utilization, backlog, first-time fix rate, customer satisfaction, etc.)

• Identify operational gaps and implement best practices across decentralized locations

Financial Performance

• Own service P&L performance in partnership with local leadership

• Support budgeting, forecasting, and long-term planning for service operations

• Drive recurring revenue growth through maintenance agreements and service contracts

Talent & Leadership Development

• Mentor and develop Service Managers, Directors, and future leaders

• Support recruiting, onboarding, and retention of top service talent

• Promote a culture of accountability, safety, and continuous improvement

Customer & Market Focus

• Champion customer experience and long-term relationship building

• Support key account strategy and escalation resolution when needed

• Monitor market trends, competitive dynamics, and service innovations

Safety & Compliance

• Reinforce safety-first culture across all service operations

• Ensure compliance with regulatory, licensing, and company standards

Required Qualifications

• Bachelor’s degree in Engineering, Business, Construction Management, or related field (or equivalent experience)

• 10+ years of progressive leadership experience in HVAC, mechanical contracting, or related service-driven construction industry

• Proven success leading service operations within a decentralized or multi-branch organization

• Strong financial acumen with demonstrated P&L ownership

• Experience scaling service revenue and improving margins