Operations / Service Manager

Operations/Service Manager – Fire & Life Safety

Department: Operations

Reports To: Director of Operations

Location: Phoenix, AZ

Employment Type: Full-Time | Exempt

About the Company

This rapidly growing commercial fire protection and life safety provider has built its reputation on delivering concierge-level service, technical expertise, and proactive safety solutions for clients.

For decades, the company has helped protect people, property, and peace of mind by delivering inspection, testing, maintenance, and repair services that exceed industry standards and regulatory requirements.

What makes the organization stand out is its commitment to service excellence and technology-driven operations. Clients benefit from detailed reporting, responsive service teams, and advanced platforms such as FireCloud, which provides real-time visibility into compliance, inspections, and life safety system performance.

The company primarily serves multifamily housing communities, along with commercial properties and mission-critical environments such as data centers. With strong industry relationships and continued expansion through acquisitions and portfolio growth, the organization is experiencing significant growth across the Bay Area.

Position Summary

The Operations/Service Manager oversees all operational, financial, and client relationship aspects of an assigned portfolio of Fire & Life Safety accounts across the Bay Area.

While the official title is Portfolio Manager, the position functions primarily as an Operations / Service Manager role responsible for overseeing day-to-day service delivery for inspections, testing, maintenance, and repairs across the assigned portfolio.

This individual leads field technicians and service coordinators, manages operational workflows, and serves as the primary point of contact for clients to ensure service excellence, compliance with Fire Life Safety regulations, and strong long-term partnerships.

Each Manager is responsible for managing a defined client portfolio generating approximately $3M–$5M in annual revenue, consisting primarily of multifamily properties along with commercial facilities and data centers.

This role combines operational leadership, client relationship management, and portfolio ownership, essentially allowing the individual to run their portfolio like a business unit within the organization.

Key Responsibilities

Operational Leadership

• Direct and coordinate daily service operations across assigned portfolio accounts
• Review technician schedules and ensure proper prioritization of service work
• Ensure technicians are prepared with necessary materials, parts, and documentation
• Maintain oversight of work orders, compliance trackers, parts orders, and estimates
• Approve and close work orders within required timelines
• Conduct daily and mid-day team check-ins to monitor progress and resolve barriers

Client & Compliance Management

• Serve as the primary relationship owner for assigned client portfolio
• Maintain strong relationships with property managers, facilities leaders, and client stakeholders
• Oversee interactions with Authorities Having Jurisdiction (AHJ)
• Ensure compliance with all inspection, testing, and maintenance requirements
• Review and approve compliance documentation and reports
• Identify opportunities to improve service delivery and strengthen client retention

Financial & Portfolio Oversight

• Manage a portfolio generating approximately $3M–$5M in annual revenue
• Monitor budgets, revenue forecasts, and operational performance metrics
• Track service backlog, outstanding work orders, and operational efficiency
• Identify opportunities for operational improvements and cost efficiencies
• Conduct monthly reviews of portfolio performance

Team Leadership & Development

• Lead a team of 8–13 employees, including technicians and service coordinators
• Provide coaching, accountability, and professional development
• Conduct weekly team meetings and performance check-ins
• Reinforce company culture of accountability, teamwork, and service excellence
• Support recruiting, onboarding, and team development initiatives

Territory Coverage

• The portfolio covers properties throughout the Phoenix area

Qualifications

• Minimum 5 years of management experience within Fire & Life Safety, Facilities Services, Mechanical Services, or Building Services
• Experience managing field service teams and technicians
• Strong understanding of NFPA codes and AHJ regulatory requirements
• Experience managing client relationships or service portfolios
• Strong operational leadership and organizational skills
• Financial acumen with experience managing revenue, budgets, or service operations
• Mechanical aptitude or familiarity with building systems
• Multifamily property experience is strongly preferred

Benefits

• Competitive salary with performance-based bonuses
• Company vehicle
• Company-paid medical, dental, and vision insurance
• 401(k) retirement plan
• Life insurance
• Paid time off and holidays
• Tuition reimbursement
• Company laptop and technology tools
• Career advancement opportunities within a growing organization