Company Description

Thank you so much for considering our company in your career search! Classic Fire + Life Safety is a leader in the fire protection and life safety industry because of our talented, knowledgeable, and motivated staff. We know that it is our people who make the difference, and we are looking to grow our team of passionate professionals. Interested in joining us?

Our goal is to partner with our customers, to ensure their buildings, and the people in them are safe, from new building construction activities, modernization activities, and demand for system upgrades, through to preventative maintenance and service.

Why join the Classic team?

• CFLS is a caring company who values our staff.
• CFLS is local and is part of the community.
• CFLS is a full-service fire protection contractor.
• A great working environment with opportunities for career advancement
• Competitive salary
• Comprehensive Group benefits
• Educational assistance program
• Employee referral bonus program
• Social events: Building camaraderie and fostering a sense of community is essential.

Position Overview

We are looking for a dynamic and people-first leader to join our team as a Service Operations Manager for our Fire Sprinkler, Fire Alarm, and Fire Extinguisher teams within our Service ITM Division in Southern Alberta. The ideal candidate is a motivated and knowledgeable professional who is passionate about developing and empowering teams, fostering a culture of collaboration, and delivering exceptional customer service.

This role carries P&L responsibility and requires a leader who can drive both operational excellence and team engagement, ensuring sustainable growth, profitability, safety, and customer satisfaction. The Service Operations Manager will be instrumental in coaching, mentoring, and directing team members, helping them succeed both individually and collectively.
Success in this position depends on the ability to lead with empathy and integrity, while also working effectively across departments, including Sales, HR, Accounting, Procurement, Warehousing, IT, Health & Safety, and senior managementto achieve company objectives.

At its core, this role is about putting people firstfrom team members to customerswhile delivering results that support our mission of making life safety simple. The Service Operations Manager must be a proven leader with a track record of handling high-pressure situations with professionalism and diplomacy.

This job description serves as a guideline and may not encompass all functions of the role.

Main Duties and Responsibilities

People-First Leadership & Team Development:

• Lead with a people-first mindset, providing guidance, coaching, and mentorship to Customer Service Coordinators, ITM Supervisor(s), and Sprinkler, Fire Alarm, and Fire Extinguisher technicians.
• Foster a collaborative, inclusive, and high-performance culture where employees feel valued, supported, and motivated.
• Conduct goal-setting, performance reviews, and regular feedback sessions, ensuring ongoing professional growth and development.
• Maintain a strong focus on safety, ensuring team members operate in a safe and compliant manner.

Operational Excellence & P&L Accountability:

• Serve as an experienced and strategic P&L leader with full accountability for Service Department outcomes, profitability, and growth.
• Develop and implement operational strategies that improve service efficiency, quality, and financial performance.
• Ensure standard operating procedures (SOPs) are clearly communicated, understood, and followed.
• Monitor key performance indicators (KPIs) and service metrics to assess operational efficiency, profitability, and customer satisfaction.
• Optimize scheduling, resource allocation, and technician utilization to ensure timely, cost-effective, and profitable service delivery.
• Identify opportunities for process improvements and implement best practices that drive continuous improvement.
• Serve as a point of escalation for critical service-related challenges, maintaining a solution-oriented approach.
• Collaboration & Cross-Functional Engagement
• Strengthen collaboration between shared services and operational support teams, including Sales, HR, IT, Finance, Health & Safety, Corporate Project Delivery, Procurement, Fleet, and Marketing.
• Maintain and enhance customer relationships through proactive communication, service follow-ups, and issue resolution.
• Prepare and present reports on service performance, customer satisfaction, and operational efficiency to leadership.

Employee Development & Training:

• Ensure all employees receive appropriate training on job duties, corporate policies, and industry best practices.
• Stay updated on changing fire codes, safety regulations, and industry requirements, ensuring team knowledge remains current.
• Approve vacation requests and manage workload distribution to maintain balanced staffing levels.
• Cultivate an engaging team environment where staff feel empowered, motivated, and proud to represent the company.

Health and Safety Responsibilities:

• Champion a culture of safety, ensuring all team members prioritize safe work practices.
• Provide mentorship and leadership on health and safety initiatives across CFLS business units.
• Ensure timely submission of safety documentation from service teams.
• Participate in the CFLS Safety Committee as required.
• Maintain compliance with safety certification and training requirements for the Service Operations team.
• Proactively suggest improvements to CFLS safety policies and manuals.
• Assist in the development of safe work practices, ensuring alignment with industry best practices and regulatory standards.
• Serve as a key leadership team member in maintaining and enhancing CFLS COR certification.
• Support the preparation of risk assessments, collaborating with supervisors and the safety team.
• Report workplace injuries or illnesses in accordance with CFLS protocols and applicable workers compensation legislation.

Additional Responsibilities:

• Perform all other duties as required, supporting the companys mission of making life safety simple while fostering a strong, people-first culture

Qualifications:

• Proven leadership experience managing multidisciplinary teams across multiple locations, fostering a collaborative and people-first culture.
• Charismatic, motivational, and hands-on leadership style, with a focus on coaching, mentorship, and employee development.
• Strong business acumen with a deep understanding of financial metrics, P&L management, and cost control in a service-driven environment.
• Ability to balance customer satisfaction with company objectives, ensuring long-term growth and profitability.
• Exceptional problem-solving, critical thinking, and conflict resolution skills, with a proactive and solutions-oriented approach.
• Experience leading change initiatives and managing projects, driving continuous improvement and operational excellence.
• Demonstrated success in high-paced, service-based environments, managing competing priorities while maintaining a high standard of quality and customer care.
• Detail-oriented, organized, and results-driven, with the ability to prioritize work and meet deadlines.
• Strong interpersonal and communication skills, fostering positive relationships with both staff and customers.
• Proficiency with client-management software, MS Office Suite, and other relevant business tools.
• Bachelors degree, college diploma, or equivalent industry experience preferred.

We thank all applicants who apply, but only those candidates who meet the above qualifications will be contacted for an interview.