Service Hub Manager

Take Your Career to New Heights as a Service Hub Manager

Who We Are

At Pattison ID, we're not just a company; we're a catalyst for innovation and creativity. As one of the largest sign and branding element organizations in the world, we lead the way in delivering exceptional, forward-thinking solutions to our clients. With over 1,000 employees across North America and as part of the global Jim Pattison Group (50,000+ employees worldwide), we're a powerhouse of ideas and impact.

Our Service Hub is the operational engine behind our field service experience. We coordinate service dispatch, partner performance, and end-to-end case ownership to ensure Pattison ID products are supported efficiently, cost-effectively, and at scale.

Why Join Pattison ID?

• Industry Leader: Be part of a growing organization recognized as a leader in the Sign and Digital industry.
• Work-Life Balance: Benefit from a hybrid work model combining remote flexibility and an office presence at 1375 Trans-Canada Hwy, Dorval, QC.
• Comprehensive Benefits: Enjoy health and dental plans that keep you and your family covered.
• Financial Growth: Secure your future with RRSP company matching and profit-sharing bonuses.
• Exciting Perks: Gain access to exclusive company perks and discounts.
• Flexibility: Work hours that fit your life.

What You'll DoEnd-to-End Service Case Ownership

• Service Intake & Case Validation: Validate incoming requests, confirm entitlement/warranty/SLA requirements, and ensure complete information for dispatch.
• Case Monitoring & Follow-Up: Track progress, drive timely follow-ups, and maintain clear documentation to keep cases moving from start to finish.
• Resolution Confirmation & Formal Closure: Confirm service completion, capture outcomes/root causes, and close cases with accurate records and clear next steps.

Service Dispatch & Partner Coordination

• Dispatch Planning: Assign work to internal technicians and/or external partners based on geography, capabilities, and service commitments.
• Scheduling & Logistics Coordination: Coordinate timing, site access, parts readiness, and travel logistics to enable first-time success.
• Communication Hub: Manage communication between internal stakeholders and service providers throughout each service engagement.
• Escalation Management: Identify risks early, escalate appropriately, and drive accountability to protect timelines and customer experience.

Vendor & Partner Management

• Partner Performance Oversight: Evaluate partner performance, reliability, quality, and cost-effectiveness using scorecards and service outcomes.
• Approved Vendor Ecosystem: Determine which vendors are approved, preferred, or discontinued to maintain appropriate coverage and capability.
• Service Standards & SLAs: Maintain active communication with partners and ensure service expectations, rates, and SLAs are consistently met.

Service Administration & Financial Management

• Service Orders (SOs): Create and manage Service Orders that accurately define scope, authorization, and service requirements.
• Purchase Orders (POs): Create, track, and approve POs for external service work; ensure alignment to rates and service outcomes.
• Invoice Validation & Payment Processing: Validate service documentation and invoices, and support timely processing in accordance with internal controls.
• Cost Tracking & Reconciliation: Track service spend, reconcile variances, and provide visibility into cost drivers and forecasting needs.

Performance Monitoring & KPI Development

• KPI Framework: Develop and maintain KPIs related to dispatch efficiency, coordination effectiveness, vendor performance, cost, and time-to-resolution.
• Reporting & Insights: Provide regular performance summaries to stakeholders; highlight trends, gaps, risks, and improvement opportunities.
• Data Quality: Maintain accurate service records to support reliable reporting, auditability, and operational decision-making.

Business Analysis & Strategic Optimization

• Trend & ROI Analysis: Analyze service data to identify trends in dispatch volume, cost, performance, and return on investment (ROI).
• Cost & Efficiency Optimization: Recommend and implement strategies that improve service efficiency, reduce operational costs, and increase ROI.
• Scalability Planning: Support long-term operational planning so service processes and partner coverage scale with the business.

Governance, Reporting & Continuous Improvement

• Process Governance: Ensure service operations adhere to defined processes, standards, and best practices.
• Recordkeeping & Compliance: Maintain accurate documentation, financial records, and reporting to support transparency and compliance.
• Continuous Improvement Initiatives: Lead initiatives that improve service workflows, partner performance, and overall service outcomes.

Stakeholder Engagement

• Cross-Functional Collaboration: Work closely with Support, Production, Project Management, and other stakeholders to ensure clear handoffs and effective service delivery.
• Customer Communication: Ensure timely, professional updates and resolution confirmation as required to maintain strong client relationships.

What You Bring to the Role

• Education: Bachelor's degree in Business, Operations, Supply Chain, or a related field (or equivalent experience). Relevant certifications (PMP, ITIL, Lean/Six Sigma) are an asset.
• Experience: Minimum 5 years of experience in service operations, dispatch coordination, service delivery, or a related role, with demonstrated ownership of end-to-end cases and vendor management.
• Core Competencies:
• Service case management from intake through closure; strong attention to detail and documentation discipline.
• Vendor and partner coordination, including performance management and service expectations/SLA alignment.
• Financial administration (SOs/POs), invoice validation, cost tracking, and reconciliation.
• KPI development, reporting, and analysis to identify trends, risks, and improvement opportunities.
• Strong proficiency in Excel; experience with service management platforms, ticketing tools, and/or ERP systems is preferred.
• Management & Communication:
• Proven ability to coordinate across multiple stakeholders and maintain clear, proactive communication.
• Strong problem-solving and escalation management skills; calm, structured decision-making under pressure.
• Ability to translate operational data into recommendations and actionable plans that improve service outcomes.

Preferred Skills

• Experience supporting technology-enabled products (e.g., digital signage, AV, IoT, retail technology).
• Experience building vendor scorecards, managing service rate cards, and optimizing dispatch models.
• Familiarity with BI/reporting tools (Power BI, Tableau) and workflow/process automation tools.
• Bilingual (English/French) is an asset.

Working Conditions

• Full-time position with occasional travel for partner onboarding, site visits, or escalation support.
• Ability to work flexible hours, especially during urgent service incidents or operational peaks.
• Potential on-call responsibilities for critical issue resolution, depending on service coverage needs.

Soft Skills and Interests

• Ownership & Accountability: Take responsibility for outcomes and ensure cases are driven to closure.
• Communication & Active Listening: Provide clear updates and align stakeholders around next steps.
• Conflict Resolution: De-escalate challenges with partners and stakeholders while maintaining standards.
• Analytical Mindset: Use data to prioritize, identify root causes, and guide continuous improvement.
• Adaptability: Thrive in a fast-paced environment with changing priorities and time-sensitive escalations.

Why This Role Matters

As a Service Hub Manager, you will be the driving force behind Pattison ID's service execution model. Your operational rigor will improve responsiveness, increase service consistency, strengthen partner performance, and deliver measurable ROI through disciplined financial and performance management.

Take the Leap and Apply Today

Are you ready to join a team that values operational excellence, accountability, and continuous improvement? This isn't just another position; it's your chance to shape how Pattison ID delivers service at scale and to help our clients succeed through reliable, high-quality service outcomes.

Join us in building a best-in-class service operation; apply now!