Senior Director, MTS Service Delivery

This is a fully remote position, open to applicants in Tennessee, +1 more state.

📋 Description

• Take full ownership of MTS service delivery, financial outcomes, delivery strategy, and client satisfaction for a large, intricate, multi-location customer account.

• Act as the primary operational contact and main escalation point for all MTS-related issues.

• Track account KPIs such as response time, first-call resolution, technician utilization, SLA compliance, budget performance, and customer satisfaction.

• Lead the dedicated MTS account team by setting performance expectations, coaching team members, and performing operational reviews.

• Make staffing decisions for the account, including team structure, technician assignments, skill mix, and the choice between permanent and contract labor.

• Promote safety-first operations while ensuring adherence to regulatory, safety, and statutory requirements.

• Develop and present strategies for preventive maintenance and capability roadmaps.

• Evaluate the effectiveness of preventive maintenance and optimize maintenance schedules accordingly.

• Propose service line expansions, capability enhancements, and increased self-delivery rates.

• Manage the account's P&L, revenue goals, costs, margins, cash flow, operating plan, and budget.

• Collaborate with pricing and leadership teams on rate suggestions and support assessments for scope changes.

• Oversee quality audit outcomes, corrective actions, service-level agreements, and commitments to clients.

• Conduct root-cause analysis, relay resolutions, lead business reviews, and handle customer feedback processes.

• Build, recruit, onboard, and nurture a high-performing MTS team, including MTS Service Delivery Managers.

• Work in conjunction with TSSO, Quality & Business Intelligence, Fleet Operations, Account Management, HSSE, engineering, and operations leadership.

⛳️ Requirements

• Bachelor's degree in Engineering, Business, Operations Management, Facilities Management, or a related discipline.

• Over 5 years of progressive field leadership or account management experience in technical services, facilities management, or a similar hard services setting.

• Facilities management experience OR more than 10 years of progressive field service leadership.

• Proven success in managing a large customer account or multi-location operations with P&L responsibilities.

• Established history of leading and developing operational teams; capability to hire and mentor MTS Service Delivery Managers.

• Practical understanding of mechanical, electrical, plumbing, HVAC, or building systems.

• Strong safety orientation and a demonstrated commitment to fostering a safety culture and compliance.

• Exceptional communication skills and professional presence.

• Analytical and business-oriented; ability to convert operational data into actionable insights and make informed commercial decisions.

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams).

• Candidates must possess authorization to work in the United States without sponsorship.

• Preferred: Experience in Food & Beverage retail or QSR account management and operations.

• Preferred: Background in managing multi-location customer accounts or complex service delivery settings.

• Preferred: Experience in developing preventive maintenance programs, optimizing facilities reliability, or similar capital-intensive environments.

• Preferred: Familiarity with field service operations platforms, asset management systems, or facilities management software.

• Preferred: Proven track record of process improvement, operational transformation, or service model optimization.

• Preferred: Experience in cross-functional collaboration.

• Preferred: Knowledge of building systems, controls, or facilities management technologies.

🏝️ Benefits

• 401(k) plan with company matching contributions.

• Comprehensive Medical, Dental & Vision coverage.

• Paid parental leave at 100% of salary.

• Paid Time Off and Company Holidays.

• Early access to earned wages through Daily Pay.

• A supportive culture and a comprehensive benefits package that emphasizes mental, physical, and emotional health.