Service Manager, North America - Premium Service Center

The PSC Service Manager is responsible for leading the strategic direction, performance, and transformation of the Premium Service Center (PSC) that supports service execution for Global and Enterprise customers, drives consistency, efficiency, and scalability across the service organization.

The Service Manager, North America is expected to perform the role in a manner that emulates Convergint's core Values and Beliefs.

Key Responsibilities: Clearly outline the scope of responsibilities, focusing on the regional/global impact and alignment with strategic objectives

• Overall management and leadership of the Premium Service Center (PSC).
• The PSC Service Manager is responsible for leading the strategic direction, performance, and transformation of a PSC that supports service execution for Global and Enterprise customers, drives consistency, efficiency, and scalability across the service organization.
• This role requires a forward-thinking leader who can analyze business needs, develop process improvements, align cross-functional teams, and elevate the overall service experience for internal and external customers.
• Lead and develop a high-performing team responsible for work order management, customer communication, and service support. Ensure alignment with performance metrics and quality standards.
• Identify gaps in existing workflows and implement scalable solutions that improve efficiency, reduce manual effort, and enhance service delivery. Champion process standardization across teams.
• Ensure timely and effective support to customers and field teams by monitoring key service metrics, resolving escalations, and addressing root causes of service delays.
• Mentor team members and build a culture of accountability, continuous improvement, and professional growth within the centralized team.
• Leverage tools and systems to drive automation, enhance reporting, and deliver actionable insights that inform business decisions.

Key Competencies and Skills

Core Competencies:

* Demonstrated excellence in leading and managing centralized service teams in a dynamic, fast-paced environment.

* Strategic mindset with an operational focus

* Change leadership and process improvement

* Customer-centric service orientation

Technical Skills:

* Data-driven decision-making

* Excellent financial analytical skills including cost control

* Excellent in Microsoft Office products, including Word, Excel, PowerPoint, and Access.

Behavioral Skills:

* Ability to lead through complexity and ambiguity

* Strong team development and coaching abilities

Qualifications

Education:

* College degree, trade school or equivalent experience

Experience:

• 7-10 years of experience in service operations, program management, or process optimization
• Proven track record in transforming operational workflows and improving service performance
• Supervisory Experience

Certifications:

• None specifically required

Scope and Impact:

This role influences global operations, impacting over all Convergint regions and supporting the management of Premium Service Center (PSC) that supports service execution for Global and Enterprise customers, drives consistency, efficiency, and scalability across the service organization.

Work Environment: Define the role's working conditions and travel or remote expectations.

This role is remotely based but requires flexibility for global time zones and up to 5% travel annually. Travel is limited to team and organizational meetings.

This role requires regular and predictable attendance.

Performance Metrics: List key performance indicators (KPIs) or success measures aligned with the role's responsibilities.

Example:

• Successful implementation of standardized Service Processes for the PSC, support global customers
• Achievement of KPIs to support and manage the PSC:




• Operational KPIs - First Time Fix, Onsite Time, Resolution Time, etc.
• Customer Experience KPIs- Customer Satisfaction Scores, Customer Retention rate.
• Team and Process KPIs - Team Utilization Rates and Process Adherence Rate
• Business Impact KPIs - Revenue Retention and Growth for PSC Accounts.




• Positive feedback from regional leaders on consistency and scalability.

Equal Opportunity Statement

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities