Service Operations Director Job Description [Updated for 2025]

In today’s service-driven economy, the role of the Service Operations Director is increasingly crucial.

As businesses evolve and customer expectations rise, the demand for strategic leaders who can design, implement, and oversee service operations intensifies.

But let’s delve deeper: What’s truly expected from a Service Operations Director?

Whether you are:

• A job seeker keen on understanding the core aspects of this role,
• A hiring manager drafting the perfect candidate profile,
• Or simply curious about the intricacies of service operations management,

You’ve come to the right place.

Today, we present a customizable Service Operations Director job description template, engineered for effortless posting on job boards or career sites.

Let’s dive right into it.

Service Operations Director Duties and Responsibilities

Service Operations Directors oversee the delivery of services or service technology to a company’s clients.

They manage the efficiency of business operations and ensure quality service goals and standards are met to maintain customer satisfaction.

Their main duties and responsibilities include:

• Developing and implementing strategic plans to manage and improve the efficiency of operations
• Setting comprehensive goals for service performance and growth
• Reviewing and updating standard procedures and policies for service operations
• Overseeing budgeting, reporting, planning, and auditing of services
• Ensuring services comply with professional and company quality standards
• Planning and monitoring the day-to-day running of business operations
• Coordinating with human resources to recruit, select, orient, and train service operations staff
• Managing relationships with partners, vendors, and key customers
• Assessing and evaluating customer satisfaction and service quality
• Ensuring all legal and regulatory requirements are followed
• Driving the implementation of technology solutions to improve service operations

 

Service Operations Director Job Description Template

Job Brief

We are seeking an experienced Service Operations Director to oversee our organization’s operational activities.

The Service Operations Director will be responsible for creating strategies that will enhance service quality, improve service delivery and promote customer satisfaction.

The ideal candidate will have an excellent understanding of operational processes, excellent organizational and leadership skills, and the ability to make important operational decisions.

 

Responsibilities

• Oversee daily operations and make adjustments as necessary
• Implement effective operational procedures, policies, and standards
• Establish and manage budgets, financial plans, and objectives
• Collaborate with departmental heads to implement strategic plans
• Ensure the organization’s processes remain legally compliant
• Monitor operational performance and efficiency
• Measure and report on operational performance
• Identify and implement improvements to enhance quality and reduce costs
• Manage vendor relationships and negotiate contracts
• Ensure excellent customer service delivery and experience

 

Qualifications

• Proven work experience in a similar role
• Extensive knowledge of operational principles and policies
• Ability to lead, manage and motivate staff
• Strong decision-making skills and a results-driven approach
• Excellent organizational and leadership abilities
• Outstanding communication and negotiation skills
• Knowledge of industry’s legal rules and guidelines
• BSc/BA in business administration, management or relevant field; MSc/MA will be a plus

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: Service Operations Director
• Work Environment: Office setting with the possibility of occasional travel for client meetings.
• Reporting Structure: Reports to the Chief Operating Officer (COO) or Chief Executive Officer (CEO).
• Salary: Salary is commensurate with experience and qualifications, as well as market and business considerations.
• Pay Range: Typically, $115,000 – $195,000, though this can vary depending on experience and location.
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Service Operations Director Do?

A Service Operations Director typically works in a wide range of industries including IT, hospitality, and healthcare.

They oversee the delivery of services to ensure high-quality customer satisfaction.

Their key responsibility is to develop and implement operational procedures and policies to improve the efficiency and effectiveness of a company’s service operations.

They are often in charge of coordinating different departments in the company to ensure that they are all working towards the same service objectives.

They manage a team of service managers and professionals, providing guidance and training to improve their capabilities and performance.

They also monitor the team’s performance to ensure that they meet or exceed the set service standards.

Service Operations Directors liaise with other senior management to communicate the needs and performance of their department.

They help in strategic planning by providing insights on how to improve service operations.

They also handle customer complaints and issues, often stepping in when there is a need for senior management intervention.

In addition, they are responsible for managing the budget of their department, ensuring the resources are used efficiently.

In some cases, the Service Operations Director might be involved in business development, identifying opportunities for new services or ways to expand existing ones.

They might also participate in contract negotiations with service providers and vendors.

 

Service Operations Director Qualifications and Skills

A service operations director should have the skills and qualifications that align with your job description, such as:

• Leadership skills to guide and motivate employees, encouraging high levels of performance and commitment
• Organizational skills to oversee all aspects of operations, ensuring that all processes are efficient, effective and deliver the highest level of service
• Strong communication skills to liaise with different departments, stakeholders, and clients, articulating the vision and objectives clearly
• Decision-making skills for determining strategic direction, setting operational goals, and resolving any issues or challenges
• Financial acumen to manage budgets, assess financial performance, and make cost-effective decisions to ensure profitability
• Analytical skills to evaluate operational data and metrics, identify trends, and make data-driven decisions
• Project management skills to oversee various projects, ensuring they are completed on time and within budget
• Customer service skills to understand and meet customer needs, aiming to improve customer satisfaction and loyalty
• Knowledge of industry regulations and legal guidelines, ensuring all operations comply with the relevant laws and standards

 

Service Operations Director Experience Requirements

Service Operations Directors typically have a significant amount of relevant experience in various roles related to service operations and leadership.

Entry-level candidates for this role may have at least 5 to 7 years of experience in service operation roles, such as Service Operations Manager or Service Operations Specialist.

These individuals usually have hands-on experience managing and optimizing service operations, as well as coordinating with other departments.

Candidates with more than 7 years of experience usually have a deeper understanding of strategic planning, budgeting, and service operations process improvements.

They often have experience in managerial roles, where they have developed and implemented service operations strategies and ensured consistency in service delivery.

Those with more than 10 years of experience are often considered for Service Operations Director roles.

These candidates have a proven track record of successful leadership in service operations.

They have extensive experience in strategic decision-making, team leadership, and have often overseen large-scale service operations improvements.

They may also have experience in executive roles, where they have interacted with high-level stakeholders and have been responsible for major service operations decisions.

In addition to these experience requirements, a Service Operations Director is expected to have a Bachelor’s or Master’s degree in Business Administration, Operations Management, or a related field.

They should also have strong interpersonal, analytical, and problem-solving skills.

 

Service Operations Director Education and Training Requirements

Service Operations Directors typically have a bachelor’s degree in business administration, operations management, or a related field.

They also need a solid background in operational management and a deep understanding of customer service principles and practices.

Certain sectors may require Service Operations Directors to have a master’s degree in business administration or a specialized operations management discipline.

In addition, Service Operations Directors should have several years of experience in operations management and leadership roles.

Some candidates may also pursue certification in quality management, project management, or service operations to bolster their professional credentials.

Having a master’s degree and/or certification may also indicate a candidate’s leadership potential and commitment to continuous learning and improvement.

It’s also recommended for professionals in this role to have excellent problem-solving skills, be proficient in data analysis, and have a strong understanding of financial principles as they often oversee budgets and resources.

 

Service Operations Director Salary Expectations

A Service Operations Director can expect an average salary of $138,000 (USD) per year.

However, this figure can fluctuate depending on the individual’s experience, the size and industry of the company, and the cost of living in the specific geographical location.

 

Service Operations Director Job Description FAQs

What skills does a Service Operations Director need?

A Service Operations Director needs a broad range of skills including leadership and strategic thinking to develop and implement effective service operations strategies.

They should possess excellent communication and interpersonal skills to lead their team and interface with other company leaders.

Analytical abilities are also crucial to assess operational performance and identify areas of improvement.

 

Do Service Operations Directors need a degree?

Most Service Operations Director positions require at least a bachelor’s degree in business, operations management, or a related field.

Often, a master’s degree in business administration (MBA) or similar is preferred.

Extensive experience in service operations or a related area is typically required, along with a proven track record in managerial roles.

 

What should you look for in a Service Operations Director resume?

A strong Service Operations Director resume should demonstrate a history of leadership in service operations.

Look for experience with strategic planning, team management, and process improvement.

Certifications in project management or operations management can also be an asset.

Finally, solid knowledge of the industry in which your company operates is important.

 

What qualities make a good Service Operations Director?

A good Service Operations Director exhibits strong leadership and is able to inspire and motivate their team.

They have excellent problem-solving skills and can make effective decisions under pressure.

They are strategic thinkers with a keen understanding of service operations and how to optimize them.

They are also adaptable and able to pivot strategies based on changing business needs.

 

What are the challenges in hiring a Service Operations Director?

Hiring a Service Operations Director can be challenging due to the seniority and complexity of the role.

It requires a candidate with a unique blend of strategic thinking, leadership, industry knowledge, and practical experience in service operations.

Therefore, attracting and retaining such talent can be competitive and may require offering attractive compensation and benefits packages.

 

Conclusion

And there you have it.

Today, we’ve unveiled the depth and breadth of what it truly means to be a Service Operations Director.

Surprise, surprise?

It’s not just about managing a team.

It’s about steering the course of successful service operations, one decision at a time.

Armed with our handy Service Operations Director job description template and real-world examples, you’re ready to jumpstart your journey.

But don’t halt your progress here.

Delve further with our job description generator. It’s your following stride towards meticulously curated job listings or perfecting your resume to a tee.

Remember:

Every decision you make contributes to the larger operational success.

Let’s steer that success. Together.

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