Director of Service - Telecom

Allied Universal; Glendale Heights (IL); On-site; USD 120,000 - 180,000; Full time

Job summary

Allied Universal Technology Services seeks a Director of Service to lead and scale regional service operations, driving profitable growth, expanding recurring revenue, and strengthening customer relationships. You will partner with regional and national leadership to accelerate service adoption and align strategy with long-term growth and core values.

Responsibilities include owning region operations, managing P&L, meeting SLAs, and developing service managers while traveling up to 50% as needed.

Qualifications

• Must have 5+ years of experience building and developing teams in telecommunications, outside plant, utility or service-related industry.
• Must have 2+ years of experience driving operational and financial metrics with strong financial acumen.
• Proven leadership, customer service, communication, and team-building skills with the ability to influence others.
• Highly organized, detail-oriented, and able to manage multiple priorities under tight deadlines.
• Analytical and data-driven with experience using software-based management tools, dashboards, and KPIs.
• Proficient in Microsoft 365 tools including Teams, Excel, Outlook, PowerPoint, Project, SharePoint, and Word.
• Willing to travel up to 50% as business needs require.
• Exceptional oral and written communication skills with internal and external stakeholders.

Responsibilities

• Own regional service operations, performance, staffing, region coverage, and customer retention.
• Maintain full accountability for service execution, QA/QC standards, safety compliance, and contract adherence.
• Manage regional Services P&L in partnership with the Regional Vice President and National Services team.
• Build and sustain strong customer relationships while ensuring SLAs, metrics, and contractual obligations are met.
• Lead resolution of escalated service issues, minimizing customer impact and driving satisfaction.
• Drive service growth through attach rates, renewals, MAC agreements, and expansion of service contracts.
• Lead, hire, develop, and retain Service Managers and regional service teams.
• Establish performance goals, development plans, and accountability measures for all direct reports.
• Partner with the Regional Vice President on performance evaluation, compensation, and organizational effectiveness.

Skills

Leadership

Team Building

Financial Acumen

Customer Service

Communication

Analytical

Data-driven

Microsoft 365

Travel 50%

Project Management

Education

Bachelor's degree in Business Administration or related field

High school diploma or equivalent

Tools

Microsoft 365

Dashboards/KPIs

Job description

Overview

Company Overview:

Join Allied Universal® Technology Services, a global leader in transforming the security industry. We integrate advanced technology - video surveillance, electronic access control, alarm monitoring and augmented solutions with physical security to help people feel safe. Whether you're an installation technician, service technician, engineer, or project manager, you'll discover rewarding opportunities to grow your career as part of a valued team.

Job Description

Adesta, an Allied Universal® Company, is hiring a Director of Service to lead and scale regional service operations for Allied Universal Technology Services. This role is responsible for driving profitable service growth, expanding recurring revenue, and strengthening customer relationships while ensuring disciplined operational execution. The Director of Service partners with regional and national leadership to accelerate service adoption, increase market reach, and align service strategy with the company's long-term growth objectives and core values.

RESPONSIBILITIES:

Operations and Financial Accountability

• Own regional service operations, performance, staffing, region coverage, and customer retention
• Maintain full accountability for service execution, QA/QC standards, safety compliance, and contract adherence
• Manage regional Services P&L in partnership with the Regional Vice President and National Services team

Customer Experience, Contracts, and Growth Strategy

• Build and sustain strong customer relationships while ensuring Service Level Agreements (SLAs), metrics, and contractual obligations are met
• Lead resolution of escalated service issues, minimizing customer impact and driving satisfaction
• Drive service growth through attach rates, renewals, MAC agreements, and expansion of service contracts

Leadership, Talent Development and Performance Management

• Lead, hire, develop, and retain Service Managers and regional service teams
• Establish performance goals, development plans, and accountability measures for all direct reports
• Partner with the Regional Vice President on performance evaluation, compensation, and organizational effectiveness

QUALIFICATIONS (MUST HAVE):

• High school diploma or equivalent
• Current driver's license if driving a company vehicle, or personal vehicle in the course of conducting business (e.g., client visits, attending networking events)
• Minimum of five (5) years of experience in successfully building and developing teams in the telecommunications, outside plant, utility or service-related industry
• Minimum of two (2) years of experience driving operational and financial metrics while demonstrating strong financial acumen
• Strong leadership, customer service, communication, and team-building skills with the ability to influence others
• Highly organized, detail-oriented, and able to manage multiple priorities under tight deadlines
• Analytical and data-driven, with experience using software-based management tools, dashboards, and KPIs
• Proficient in Microsoft 365 tools including Teams, Excel, Outlook, PowerPoint, Project, SharePoint, and Word
• Able to build effective internal and external relationships and travel up to 50% as business needs require
• Exceptional oral and written communication skills, with internal and external stakeholders

PREFERRED QUALIFICATIONS (NICE TO HAVE):

• College degree in business administration, management, or related field
• Experience in telecommunications, fiber optic network integration, or service-related industry