Field Service Delivery Director, Omnidian

• Culture Champion: A team-first leader who prioritizes the growth, well-being, and morale of the dispatch and operations support staff while maintaining high standards of operational excellence
• Tactical Architect: Able to connect high-level goals to ground-level reality, with the hands-on capability to identify and resolve operational bottlenecks or dispatch constraints
• Accountability Driver: Naturally uses data and KPIs to drive performance, holding teams accountable for results through clear, professional communication and consistent follow-through
• Operational Powerhouse: Comfortable navigating the growth dynamics of a scaling organization and capable of refining and building processes where gaps exist
• Collaborative Integrator: A strong cross-functional partner who can build bridges between technical field teams, external partners, and corporate stakeholders
• 7-10 years of progressive leadership experience in Field Service, Service Delivery, or Technical Operations, with a track record of managing distributed, multi-channel dispatch or fulfillment networks
• Proven success in operational scale, specifically managing service delivery through the transition from third-party fulfillment to blended internal employee dispatch models
• Strong Operational Fluency in Dispatch & Routing: Practical experience with Resource Optimization and the implementation/utilization of modern Field Service Management (FSM) platforms
• Financial Management: Experience managing operational budgets, tracking unit-level economics, and driving cost-efficiencies in labor and logistics
• Education: Bachelor's degree in Business, Operations, Engineering, or a related technical field

Desirable

• Reporting directly to the VP of Field Service, the Director of Field Service Delivery is the key operational leader responsible for the physical execution of our service mission
• You will own the "Last Mile" of our business, ensuring that our field service operations are synonymous with speed, safety, and uncompromising quality
• This role is focused on optimizing and running a world-class service delivery engine that harmonizes the scheduling and dispatch of internal Direct Technician teams with external Field Service Partners (FSPs) to meet our aggressive growth OKRs
• At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:
• Operational Execution: Translate high-level corporate and 1-3 year service delivery strategies into concrete, actionable field-level execution plans that support long-term scalability
• Execution Leadership: Own the "Golden Triangle" of service delivery: Speed (reduced cycle times), Cost (optimized job costing and efficiency), and Quality (high first-time fix rates and code compliance). Set targets, monitor real-time performance, and implement corrective actions when metrics lag
• Team Leadership & Development: Directly manage, mentor, and hold accountable our Dispatch Operations Leaders and partner fulfillment support teams. Foster role clarity, operational standards, and performance accountability across the fulfillment and dispatch organization
• Safety & Compliance: Serve as a core champion of field safety, ensuring our work order requirements, dispatch protocols, and partner service standards align with the highest expectations of safety, code adherence, and regulatory compliance
• Omni-Channel Fulfillment: Coordinate service delivery across multiple channels, managing the balance, alignment, and resource allocation between our internal Direct Technician workforce and our partner networks
• Cross-Functional Alignment: Work closely with Sales, Supply Chain, and Customer Success to ensure service delivery is synchronized with client expectations, inventory availability, and broader corporate objectives
• Budgetary Management: Oversee the operational service delivery budget. Identify and execute cost-saving opportunities through route optimization, vehicle fleet efficiency, inventory control, and labor utilization