Senior Manager, Service Delivery

Job Title

Job Description Summary

The Senior Manager is responsible for the operations, growth, and profitability of an assigned account. The purpose of this position is to achieve the objectives of senior management with respect to market retention and growth in facility services and serve as the expert in the solutioning and pricing for Operations & Maintenance.

Job Description

The Senior Manager reports to the Senior Director, Client Services, and directly supervises Janitorial Managers, Area Managers, Quality Assurance Specialists/Managers and/or Supervisors. Additionally, the Senior Manager works with business development, finance, human resources, safety, and other functional staff to help achieve his/her objectives for business growth and retention.

Responsibilities

Operations

• Manages the Janitorial/Custodian Team who provide the day-to-day oversight to the account.
• Establishes general and job specific performance standards and advises management/supervisory staff of standards and targeted yearly goals.
• Oversees and monitors staffing levels for all account sites, to determine optimum staffing levels for the account.
• Conducts site surveys/inspections Area Managers, Janitorial Managers, and customers, as well as unscheduled site audits to assess technical skill levels, production rates, and quality of service.
• Develops and implements quality assurance methods and procedures, overseeing and assessing quality levels achieved at individual sites.
• Ensures the implementation of the company’s standardized work processes.
• Remains knowledgeable in new product/service delivery and communicates same to Area Managers, and Janitorial Managers.
• Understands and utilizes key technology applications.
• Coordinates and oversees all start-ups and transitions, providing the necessary liaison activities, planning, and control to ensure their successful completion.
• Demonstrates excellent interpersonal skills, being able to work effectively with all levels of employees, management, and clients.
• Develops effective working relationships with client for the delivery of contracted and new services.
• Establishes and maintains the respect and confidence of Area Managers, Janitorial Managers, site personnel, and customers.

Business Development

• Proactively seeks new business through organic growth and new opportunities. Growth may consist of new lines of service within an existing client site or a new business opportunity partner. Assist in pricing, solutioning, and proposal development for all integrated services opportunities. Supports Business Development activity to help generate new accounts.

Finance

• Monitors/evaluates current and new account budgets, with emphasis on the management of overhead, labor, materials, and service contract expenses in order to achieve financial objectives.
• Responsible for reviewing payroll to ensure timely completion and processing and, working in conjunction with Managers, to ensure accuracy.
• Responsible for Operations team managing the purchasing and inventory control functions for all responsible accounts.
• Closely monitors receivables, achieving the DSO target for his/her area of responsibility.
• Develops and administers cost containment/reduction activities among assigned sites including OT and expenses.

Human Resources

• Screens, interviews, and selects managerial personnel (Area Managers, Janitorial Managers, Supervisors), working in conjunction with Human Resources.
• Oversees the selection and hiring of personnel (facilities staff), and ensures compliance with Federal, Provincial, Local, and Company guidelines.
• Evaluates the work performance of all direct reports annually and prepares a succession plan for his/her area of operations.
• Establishes contingency Area Manager, and Janitorial Manager Plans in anticipation of new accounts, to ensure timely staffing through identification of current managers who are to be transferred to new accounts.
• Establishes and implements career development paths for Area Managers, Janitorial Managers, and Supervisors, working with employees who seek opportunities for advancement.
• Oversees and monitors the technical skills training of employees, ensuring timely and effective record keeping, follow-up, and re-training as required.
• Remains knowledgeable about Union contracts and guidelines, and participates as needed in Union salary issues, grievances, layoffs, and other related matters.

Safety

• Oversees and implements Safety policy, procedures, and communications for all personnel, and monitors the same for impact/effectiveness.
• Provides active leadership in establishing and maintaining a culture of safety, including adherence to company safety practices, establishment of safety review boards, and oversight of safety training.
• Monitors and evaluates all Workers Compensation activities within his/her area of operations, working in conjunction with the corporate Regional Manager/Director of HSSE and Director of Risk Management.

Other

• Performs special assignments as needed or as requested by the Senior Director or Vice President of Client Services.
• Executes such other responsibilities as determined by the Senior Director or Vice President of Client Services.

Position Requirements

• BS degree in Facilities Management.
• Previous technical knowledge/skills in facilities services industry.
• Previous service industry experience, progressing to a management position.
• Demonstrated problem solving and customer service skills.
• Proven administrative, management, and leadership skills.
• Computer skills, specifically advanced skills in Excel.
• Excellent oral and written communication skills.
• Strong customer service skills.
• Flexibility with regard to schedule and ability to travel.
• Minimum of 5 years’ management experience in the facilities services industry and specifically with operations and maintenance leadership oversight.