Job Description

The Manager, Operations is responsible for operations and budget management, service delivery management, project management, client relationship management, health and safety, and emergency preparedness and business continuity for an assigned portfolio.

At this position level, the individual is responsible for:

• Highly complex service delivery; and/or
• Multiple client accounts and/or significant service delivery regime in a single, complex client; and/or
• Contract requirements that are highly complex; and/or
• Direct reports may include Team Development Managers, Team Leads, Facility Services Coordinators and Technicians

KEY DUTIES & RESPONSIBILITIES

Portfolio Management

• Manages service delivery to a portfolio of client accounts of significant magnitude and/or complexity.
• Responsible for ensuring KPI objectives are met.
• Creates, implements, and documents service delivery regimes associated with each client account.
• Collaborates with relevant stakeholders (internal and external) on service delivery including the management of escalated issues.
• Oversees the implementation of service delivery program changes as required.
• Oversees service delivery activities and performance of internal Team Members. Ensures work is completed on time, safely and meets quality requirements.
• Continuously seeks ways to gain greater efficiencies through activities such as recommending and implementing best practices, collaborating with internal teams to implement sustainable practices and improvement initiatives.
• Collaborates with relevant stakeholders to optimize their respective assigned portfolio and continuously create value for the client.

Service Delivery Management

• Responsible for meeting contractual service delivery obligations for each designated client environment.
• Resolves problems and/or conflicts and maintains open communication with the client account team and specific clients including providing regular written and oral reports to in response to escalations.
• Recommends solutions and implements appropriate actions for issues.
• Monitors service delivery performance against established metrics/key performance indicators. Identifies gaps; develops and executes corrective action plans to ensure all objectives are met.
• Monitors service delivery to ensure within agreed upon scope and escalates to senior management, where required.
• Assigns on-call coverage to front-line team.
• Continuously seeks ways to gain greater efficiencies through activities such as recommending and implementing best practices, collaborating with internal teams to implement sustainable practices and improvement initiatives.

People Leadership

• Responsible for employee-oriented activities including but not limited to employee engagement, training and development, performance management, hiring and retention, and compensation recommendations.

Client Relationship Management

• Develops and maintains effective relationships with clients. Ensures ongoing client satisfaction.
• Acts as the focal point of escalation for issues pertaining to service delivery.

Risk Management, Emergency Preparedness and Business Continuity Planning and Execution

• Develops and executes emergency preparedness, risk management, disaster recovery and business continuity plans.
• Collaborates with relevant stakeholders on incident management related requirements.

Health, Safety, Environment & Security

• Acts as the focal point of contact and collaborates with Environmental, Health, Safety and Security Team to ensure ongoing compliance with all health and safety related legislation and requirements.
• Monitors and is responsible for the safe delivery of all service work performed at office and at remote locations.

Project Management (including Construction, Client Transitions & Technology Implementations/Upgrades)

• Develops and executes project plans for assigned projects.
• Develops bids for construction project opportunities, and/or
• Oversees project delivery; and/or
• Provides routine updates to customers throughout the duration of projects.
• Responsible for delivering projects, safely, of expected quality, on budget and on schedule.
• Participates as a member of the operations team in large projects across multiple regions.
• Liaises with relevant stakeholders to ensure projects are delivered with minimum disruptions to service delivery.

Budget Development & Management

• Responsible for meeting budget for assigned service delivery team.
• Liaises with relevant operations team members and Finance team for reports to monitor expenses.
• Reviews and approves expenditures.

Regulatory Compliance

• Ensures all regulatory compliance requirements have been performed and all related documentations are created and maintained.

Procurement

• Collaborates with procurement and national parts teams to source and qualify vendors, source, and procure goods and services used by the internal teams in the performance of duties.

• Ensures the availability of an adequate inventory of tools and other supplies to operate the business.

  KNOWLEDGE & SKILLS

• Post secondary school education
• Bilingual in French and English
• Skilled at managing service delivery and meeting client obligations
• Intermediate budget management abilities
• Well-developed communication, influence, persuasion and negotiation skills
• Superior written communication skills
• Skilled at client relationship management
• Developed and demonstrated people leadership skills
• High degree of client service orientation and sense of urgency
• Skilled at delivering projects
• Solid level knowledge of health and safety requirements. Possesses a high degree of safety mindset
• Possesses a continuous improvement and quality mindset and seeks to continuously improve processes and incorporate best practices where applicable.
• Solid level knowledge of service management from the perspective of responding to repair requests