Senior Manager, Facilities Information Management

Location Address:

100 Queens Quay East, 9th Floor, Toronto

Number of Openings:

1

Pay:

$76,953.00 - $138,559.00

Job Posting Description:

This is a hybrid role #LI-Hybrid.

Reporting to the Director, Retail Facilities and Environmental, you will oversee the performance of the Facilities Service Desk (FSD) team and all associated repair and service information for LCBO locations across the province. You will collaborate with internal partners in the Retail, Retail Service Centre, and Corporate divisions and maintain relationships with external vendors throughout Ontario to ensure the optimal use of our buildings and equipment.

About the Role

1. Oversee and manage the strategic planning and execution of all Facilities Service Desk operations including management and leadership of processes for the continuous improvement of the customer experience.
2. Analyze repair and maintenance metrics to detect trends, identify opportunities for improvement, and manage the allocated budget.
3. Create evidence-based recommendations and prepare proposals for senior leadership to communicate opportunities to improve performance or manage costs.
4. Lead vendor performance reporting using metrics from the Facilities Service Desk and regularly participate and attend vendor operations meetings.
5. Champion the department's requirements with respect to the upcoming divisional implementation of an Integrated Workplace Management System (IWMS).
6. Provide leadership during the development and deployment of RFPs while participating in the vendor selection and onboarding of new contracted vendors.
7. Build relationships across all levels of each line of business including Retail, Retail Service Centre, and Corporate to partner on proactive solutions regarding maintenance of facilities.
8. You will oversee a team of 3 direct reports in the execution of all Facilities Service Desk operations including over 25,000 service requests annually.

About You

1. Post-secondary education related to Facilities Management, call center management, or building sciences.
2. 3+ years of Facilities Management experience.
3. 5+ years in managing a call center.
4. You can provide strategic leadership to optimize resources and drive impactful results that are aligned with department and organization goals.
5. You have experience evolving and developing new reporting to capture actionable data.
6. You have experience analyzing data to develop a plan of action to address gaps or take advantage of an opportunity to improve an important performance indicator.
7. You have experience facilitating change management while implementing new projects in collaboration with multiple internal and external partners.
8. You have experience managing relationships and contractual obligations with external vendors for facilities and property management requirements.
9. Excellent knowledge of current technologies in the field of Facilities Management and call centre environments.
10. You have experience managing Operating and Capital budgets.

There is a world of opportunities at the LCBO…

We offer a comprehensive suite of benefits, including access to an Employee & Family Assistance Program, a Defined Benefit Pension, discounts on products and services via Workperks, and much more!

Join an organization where you can be challenged while achieving your true potential. A place where you can make a positive impact supporting Ontario business and communities. Discover a safe, healthy, diverse, inclusive, and accountable workplace where your wellbeing is our top priority. At the LCBO, your contributions are respected and valued. Be part of our journey as we invest in people and technology to transform an organization. There really is a world of opportunities at the LCBO.

We foster a culture of inclusion and belonging, so everyone feels valued, respected, and heard. The LCBO is an equal opportunity employer and committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act. If contacted for an interview or employment opportunity, please advise if you require an accommodation.

Please submit your resume via Workday by 11:59pm on the deadline date. We appreciate your interest and advise that only those selected for an interview will be contacted.

Work Hours:

36.25

Union / Non-Union:

Non-Union

Job Posting End Date:

November 27, 2024

The LCBO is an equal opportunity employer and committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.