Director, Service Operations & Digital Transformation

DealHub Ltd; Richmond (VA); On-site; USD 180,000 - 240,000; Full time

Job summary

Anord Mardix, based in Henrico, VA, is seeking a Director, Services Business Operations - US to lead the U.S. Services organization.

This role drives workforce planning, SIOP, analytics, and digital transformation to enable scalable growth and profitable service delivery. Reporting to the Global Product Line Director - Service, Software & Metering, you will own service operations tools, dashboards, and the FSM platform, while managing a broad team and collaborating with regional leaders.

Qualifications

• Bachelor's degree in Business, Engineering, Operations Management, or related field.
• 10+ years of leadership experience in field services, service operations, business operations, or a related operational function.
• Experience managing operational support teams in a multi-site or geographically dispersed service organization.
• Strong experience with SIOP, capacity planning, forecasting, and operational performance management.
• Demonstrated success leading large-scale operational transformation and digitalization initiatives.
• Strong financial acumen with experience in forecasting, budgeting, business planning, and KPI management.
• Excellent leadership, communication, analytical, and stakeholder management skills.
• Ability to travel up to 35%, primarily domestic

Responsibilities

• Lead the US Services operations strategy and execution.
• Manage and develop a team of Service Coordinators, Service Administrators, Resource Planners, and Business Operations personnel responsible for supporting field service execution.
• Own the Services SIOP (Sales, Inventory & Operations Planning) process, ensuring alignment between sales demand, workforce capacity, subcontractor utilization, revenue forecasts, and service delivery execution.
• Develop workforce capacity plans and resource models to support growth targets, customer commitments, and regional coverage requirements.
• Monitor and improve key operational performance metrics including technician utilization, service profitability, response times, backlog, productivity, service quality, and customer satisfaction.
• Lead operational reporting, forecasting, dashboards, and executive business reviews to support data-driven decision making.
• Drive continuous improvement initiatives that improve scalability, efficiency, and operational performance across the services organization.
• Establish and manage subcontractor programs, including onboarding, performance management, quality standards, safety compliance, and cost optimization.
• Partner with regional service leaders to optimize resource deployment, workforce effectiveness, and field execution.
• Lead annual operating plans, budgeting, headcount planning, and strategic growth initiatives.
• Serve as the business owner for service operations tools, reporting platforms, and operational processes.
• Lead the transformation and deployment of a digital Field Service Management (FSM) platform, driving adoption, process standardization, workflow automation, real-time operational visibility, and improved customer experience.
• Champion digitalization initiatives that enhance scheduling, dispatching, resource planning, mobile workforce productivity, and operational analytics.
• Standardize processes, policies, governance, and operating procedures across the U.S. Services organization.
• Build engagement, a culture of accountability, operational discipline, continuous improvement, and customer focus.

Skills

Leadership

SIOP

Forecasting

Capacity planning

Digital transformation

KPI management

Stakeholder management

Communication

Education

Bachelor's degree in Business, Engineering, Operations Management, or related field

Tools

FSM platform

Job description

Anord Mardix, based in Henrico, VA, is seeking a Director, Services Business Operations - US to lead the U.S. Services organization.

This role drives workforce planning, SIOP, analytics, and digital transformation to enable scalable growth and profitable service delivery. Reporting to the Global Product Line Director - Service, Software & Metering, you will own service operations tools, dashboards, and the FSM platform, while managing a broad team and collaborating with regional leaders.