Convergint is looking for a full-time, enthusiastic, results-driven, and forward-thinking Director of Remote Services Operations to join our amazing culture. This critical role is responsible for building and operationalizing Convergint’s remote services offerings, building capabilities to drive customer value and foster business growth.

You will empower Convergint customers to innovate, scale, and optimize their global security infrastructure with value-driven remote service solutions. You will work collaboratively with Convergint leaders to support business development, account management, remote service execution, and customer satisfaction, contributing to operational excellence. The Director of Remote Services Operations holds ultimate financial accountability and is responsible for the profitable and scalable expansion of Convergint’s Remote Services team.

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Salary range: $149,000-$245,000

 

Who You Are
You are passionate about providing world-class remote service to customers, colleagues, and communities. You bring deep expertise in remote and digital services, along with a commitment to growth, accountability, and delivering results. You seek an organization with a positive, inclusive culture that empowers you to thrive and be your best. You’re driven to achieve exceptional results as Convergint’s Director of Remote Services Operations.

 

Who We Are
With over 20 years of proven growth and exceptional performance, our mission is to be our customers' best service provider. Diversity is essential to achieving this goal. Built on a foundation of 10 Values and Beliefs, our unmatched culture has made us the #1 global, service-based systems integrator. We take great pride in protecting the lives and assets of our customers and their communities through our solutions.

 

What You’ll Do with “Our Support and Your Experience”

Convergint's greatest strength is our people! Every colleague is encouraged to participate in our Recruit Awesome People program, helping grow Convergint by promoting our colleague-first culture and referring top talent. Execute and Build Remote Services Strategy
Lead a multi-functional, collaborative team to design, execute, and continuously enhance a comprehensive strategy for Managed, Remote, and Professional Services aligned with Convergint’s business objectives. Planning and Financial Management
Create, gain approval for, and execute the annual business plan, building and operationalizing remote services to achieve revenue and profitability goals. Adjust and modify business plans and budgets throughout the year as necessary, with ultimate accountability for achieving the organization’s financial objectives. Budgeting and Resource Allocation
Develop and secure sign-off for all departmental budgets. Approve and control remote services expenditures and ensure proper maintenance of all assets. Customer and Colleague Satisfaction
Manage and monitor customer satisfaction levels, providing interventions as needed to maintain high standards of service. Monitor and maintain colleague satisfaction, ensuring a positive work environment aligned with Convergint’s culture. Collaborate and Develop Processes                                                                              Engage with local offices, regional and vertical leaders, and global accounts to create processes and systems that ensure consistent interactions with business units and customers, ultimately supporting scalable global execution. Foster Customer Relationships and Drive Value
Build trust-based relationships with clients, positioning Convergint as a partner that consistently meets customer needs with exceptional service delivery. Optimize Operational Excellence and Resource Management
Ensure that all business operations—including service delivery, project management, risk management, and human resources—are conducted in compliance with established best practices, processes, and policies. Optimize resource allocation, maintain quality standards, and efficiently implement large-scale customer solutions. Ensure Financial Performance and Scalability
Oversee profitability for Managed, Remote, and Professional Services, identifying opportunities for cost optimization and sustainable revenue growth. Services Development
Continuously refine the services portfolio to stay ahead of emerging technologies and adapt to evolving customer needs and CTC needs, delivering industry-leading solutions. Manage Proactive System Support
Oversee teams responsible for proactively supporting and monitoring customer systems and fulfilling contractual obligations. Contractual Authority and Issue Resolution
Hold decision-making authority on contracts, manage intake and fulfillment of all remote services business, and lead issue escalation and resource allocation efforts to ensure high service quality and customer satisfaction. Performance Management and Team Development
Conduct performance management throughout the year, including annual evaluations and salary planning. Recruit, cultivate, and inspire a talented, diverse team, building an inclusive environment that supports growth, accountability, and excellence. Define and Track Key Performance Metrics
Establish performance metrics that drive data-informed strategic decisions, measure service effectiveness, and support continuous improvement. Compliance and Safety Adherence
Adhere to and promote all safety programs in place at Convergint across all locations, ensuring a safe work environment for all team members. Company Representation and Culture Alignment
Present a professional image of Convergint and act as an ambassador both internally and externally. Promote and manage the organization consistent with Convergint’s published Values and Beliefs. Implementation of Company Strategies
Successfully implement and communicate business strategies as initiated by the CEO, President, or Executive Vice President, ensuring alignment with the company’s broader goals.

 

What You’ll Need

Experience: 10+ years of leadership experience in large-scale Managed, Remote, and Professional Services, preferably with profit-and-loss (P&L) accountability. Industry Expertise: Extensive knowledge of managed services best practices, current industry trends, and emerging technologies. Customer-Focused Leadership: Proven success in guiding customer-centric organizations with experience working closely with senior executives and cross-functional teams at all organizational levels. Analytical and Problem-Solving Skills: Strong capability in prioritizing business and customer needs, resolving complex issues, and fostering continuous improvement. Collaborative Leadership Style: A collaborative and inspiring approach to leadership that promotes engagement and drives high performance. Growth-Oriented Mindset: Focus on growth and continuous improvement, elevating the standards of service delivery. Empathy and Accountability: Leadership marked by a commitment to accountability, empathy, and delivering outstanding results for clients and teams.

Technical Skills: Proficiency in Microsoft Office (Outlook, Project, Excel, Word, PowerPoint). Strong understanding of the local market and industry.

 

Company Benefits and Perks

Convergint fosters a supportive, accessible, and inclusive environment where individuals of diverse backgrounds can reach their full potential. We offer a variety of programs and benefits to our colleagues:

Company Holidays and Paid Time Off Fun & Laughter Day Off Medical, Dental & Vision Plan Life Insurance & Disability Plan Wellness Program 401K Matching Plan Colleague Assistance Program Tuition Reimbursement Competitive Salary and Compensation Plan Vehicle Reimbursement Plan Corporate Social Responsibility Day And much more…

 

Requirements

Education: College degree, trade school, or equivalent experience. Technical diploma and/or trade experience preferred. Bachelor’s degree in management desirable. Minimum Experience: 10+ years in Business/People Management with a preference for leadership experience in large-scale Managed, Remote, and Professional Services, preferably with P&L accountability. 8 years in Financial Management, Sales Management, Operations/Project Management. Knowledge in Electronic Security, Fire Alarm & Life Safety, Healthcare Technologies, Communications, and Building Automation industries.

 

Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer.

Visit our Convergint careers site to learn more about the company and the exciting opportunities available.

Please note that this job posting includes salary information for the assigned target market range within the primary geographic region the requisition is posted. If the position is posted in multiple locations or is a remote position, the salary range may vary. Individual pay rates will, of course, vary depending on the job, department, and location, as well as the individual skills, experience, certifications, specific licenses, and education of the applicant.

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