Technical Director, Operations

Who We Are  

BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6, 500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients' businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia.   Further information is available at

SUMMARY

The Director, Service Operations is responsible for leading a high‑performing HVAC service organization focused on exceptional client experience, operational efficiency, and strong financial performance. This role oversees service delivery, client relationship management, invoicing accuracy, and the development of service leaders and technicians. The Director ensures that service teams meet contractual obligations, respond effectively to client needs, and uphold the highest standards of professionalism and safety.

KEY DUTIES & RESPONSIBILITIES

People Leadership & Team Development

• Provide strong, supportive leadership to HVAC service managers, supervisors, and technicians.
• Mentor and coach service leaders to strengthen decision‑making, customer communication, and operational execution.
• Lead recruitment, onboarding, and development of service personnel.
• Manage performance, provide constructive feedback, and recommend compensation adjustments objectively.
• Foster a culture of accountability, teamwork, and continuous improvement.

Client & Account Management

• Serve as the primary senior point of contact for key clients, ensuring high satisfaction and proactive communication.
• Oversee resolution of escalated service issues, ensuring timely and professional outcomes.
• Build strong relationships with client stakeholders, understanding their operational needs and aligning service delivery accordingly.
• Conduct regular business reviews with clients, presenting performance metrics, service trends, and improvement plans.

Service Delivery Oversight

• Ensure service teams deliver high‑quality HVAC maintenance, repairs, and emergency response in alignment with contract requirements.
• Monitor service performance, response times, and completion rates to ensure operational excellence.
• Support service leaders in planning, scheduling, and resource allocation to optimize productivity.
• Ensure compliance with safety standards, regulatory requirements, and company policies.

Financial Management & Invoicing

• Oversee the accuracy and timeliness of invoicing, ensuring alignment with contract terms and completed work.
• Review work orders, labour hours, and materials to ensure proper billing and cost control.
• Monitor service financial performance, including revenue, margins, and operational expenses.
• Identify opportunities to improve profitability through process improvements, pricing strategies, and operational efficiencies.

Process Improvement & Best Practices

• Implement and refine service processes, workflows, and tools to enhance efficiency and customer experience.
• Ensure effective use of the CMMS for work order management, reporting, and data accuracy.
• Standardize service documentation, reporting practices, and communication protocols across the team.
• Stay current with HVAC service industry trends and recommend improvements to service delivery models.

Collaboration & Communication

• Work closely with internal departments including Finance, Health & Safety, HR, and Procurement to support service operations.
• Participate in leadership meetings to share insights, align strategies, and drive organizational goals.
• Promote strong communication between field teams, service leaders, and corporate support functions.

KNOWLEDGE & SKILLS

Minimum Education

• College or University education in a related field, or equivalent experience.
• HVAC trade certification or technical background strongly preferred.

Job‑Related Experience

• Proven leadership experience in a service‑based business, ideally HVAC or mechanical services.
• Demonstrated success managing client relationships and resolving escalated issues.
• Strong understanding of service operations, work order management, and field workforce coordination.
• Experience overseeing invoicing, billing accuracy, and financial performance of service operations.
• Skilled in coaching, mentoring, and developing service leaders and technicians.
• Strong organizational, prioritization, and time‑management abilities.
• Excellent written and verbal communication skills.
• Proficiency with CMMS platforms and MS Office applications.
• Bilingual (English/French) considered an asset.

Licenses / Professional Accreditation (Assets)

• HVAC Trade License, CET, or similar technical designation.

This is a regular, full-time position with a salary range of  $129,682 - $162,103 per annum. The starting salary will be based on the successful candidate's competencies, including but not limited to experience, education and performance related to this role.

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success

BGIS is an equal opportunity employer and we welcome you to apply for a position with us If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant's accessibility needs due to disability.