Service & Operations Manager

Service & Operations Manager Full-Time | In-Office | Leadership Role A Little Bit About Us Emerald Technology Group exists to help organizations succeed through relationship-driven business technology solutions. We believe great service comes from clear ownership, disciplined execution, and people who take responsibility for outcomes. Technology matters — but trust, communication, and follow-through matter more. We’re intentionally building a team of professionals who value high standards, continuous improvement, and doing the right thing even when it’s uncomfortable. Growth is expected here. Comfort is not the goal. The Role We’re looking for a Service & Operations Manager to own the day-to-day execution of service delivery and operations at Emerald Technology Group. This is a hands-on leadership role, but it is not a hands-on technical role. You will lead technical professionals, not perform technical work yourself. You do not need to have been a technician to succeed here. Familiarity with technical concepts and service environments is helpful, but leadership, judgment, and execution are what matter most. You’ll oversee a team of approximately seven technicians, run the service boards, manage utilization and capacity, and ensure work flows consistently and predictably. You’ll hire, coach, and hold people accountable, making decisions that protect the health of the team and the quality of service we deliver. You’ll also oversee project execution across the service team, ensuring projects are properly planned, staffed, communicated, and completed. We operate on EOS (Entrepreneurial Operating System), and this role has a seat at the leadership table. Prior EOS experience is a strong plus, but not required. This role carries real authority. You are accountable for outcomes, not activity. What You’d Do in This Role Service & Execution Own the service boards, including scheduling, prioritization, and workload balancing Ensure service delivery is consistent, predictable, and executed to standard Manage utilization and capacity across the team People & Accountability Lead, coach, and hold accountable a team of technical professionals Run 1:1s, team meetings, and departmental meetings Hire, onboard, develop, and (when needed) exit team members Reinforce company values, expectations, and standards daily Operations & Project Management Oversee project planning and execution across the service team Ensure projects are properly scoped, resourced, communicated, and completed Remove blockers and drive follow-through when work stalls Own the tools, systems, software, equipment, and resources the team needs to succeed Identify breakdowns in process, communication, or execution and fix root causes Partner with technical leadership and account management to ensure smooth execution What Winning Looks Like Service runs smoothly and predictably The team knows what’s expected and delivers consistently Accountability issues are addressed early and directly Utilization and capacity are well managed Projects are completed to standard Clients experience clear communication and reliable execution Leadership trusts that service operations are owned and handled You’re Probably a Match If You naturally take ownership of outcomes You’re comfortable leading people and having direct conversations You don’t need to be the most technical person in the room to lead effectively You value structure, clarity, and execution You think in systems, not excuses You work hard, follow through, and expect the same from others You don’t play the victim when things are difficult You care about building something that lasts Experience That Helps Experience leading teams in a service-based organization Experience running service operations, scheduling, or delivery Project management experience Familiarity with EOS or similar operating systems Experience in an MSP or technical services environment is a plus, but not required Here’s a Taste of Our Benefits Health insurance with 100% of the employee premium covered and 50% coverage for dependents Dental and vision insurance with employer contribution Simple IRA retirement plan with a 3% employer match Annual profit sharing — we allocate 10% of company net profits to be shared with the team using a formula that rewards tenure, performance, utilization, and alignment with our core values Ongoing education and professional development reimbursement Paid time off Company-provided tools and resources to do your job well Where and How You’d Work Emerald Technology Group’s office is located in the heart of Springfield, Oregon. We value strong relationships, real collaboration, and shared standards — which is why our team works on-site. Compensation This is a full-time, salaried leadership position with a target compensation range of $105,000–$135,000 per year, depending on experience, leadership capability, and demonstrated ownership. Other Stuff to Know This isn’t just a J-O-B. Work here matters — to our clients, to our teammates, and to the organizations we serve. You’ll be expected to lead, think critically, and take responsibility — even when it’s uncomfortable. We believe problems are meant to be solved, not explained away. Ready to Apply? If this role sounds like how you already operate — and how you want to operate — we’d love to start a conversation. Job Type: Full-time Pay: $105,000.00 - $135,000.00 per year Benefits: Dental insurance Health insurance Paid time off Professional development assistance Relocation assistance Retirement plan Vision insurance Work Location: In person