Job Description

SUMMARY

The Senior Manager, Work Order Performance leads the centralized service delivery team within the Facility Management Office providing direct operational support to the BGIS client accounts. Services currently provided include work order management for both preventative and on-demand work orders. This role accountable for ensuring the centralized operations teams are meeting service delivery obligations, including client MSA KPI requirements as well as internal performance metrics, while achieving budget targets. This role is also responsible for developing the transition plans and timelines including change management activities to successfully transition existing and prospective BGIS accounts to the centralized work order management function.

KEY DUTIES & RESPONSIBILITIES

People Leadership

Demonstrates strong, competent leadership for team members to guide them in reaching their full potential and meeting their objectives, which supports achievement of our corporate goals. Specifically, these responsibilities include but not limited to:

• Full involvement with recruiting talent.
• Provides mentoring, coaching and guidance to all team members.
• Objectively recommends compensation adjustments.
• Manages all aspects of performance.
• Accountable for employee-oriented activities including but not limited to employee engagement, development and performance management, hiring and retention, compensation recommendations.
• Direct reports may include Team Leads and Service Delivery Coordinators.

Service Delivery Management

• Accountable for meeting all service obligations to all accounts where centralized operational support is provided.
• Accountable for meeting established metrics/key performance indicators.
• Leads the service delivery team in the development and implementation of action plans to remediate gaps, where applicable, to ensure objectives are met.
• Accountable for ensuring compliance to all legislated, corporate and industry-related requirements and guidelines including but not limited to environmental, health and safety, and building standard requirements.
• Leads team in the optimizing of Centralized WO management processes.

Account Support/Governance

• Participates in and contributes to quarterly business reviews where required.
• Contributes to account governance.
• Provides value added recommendations and solutions to enhance centralized portfolios.

Account Relationship Management

• Accountable for achieving account satisfaction objectives.
• Accountable for developing and maintaining effective relationships with accounts, managing account expectations, and delivering quality service.
• Acts as the focal point of escalation for issues pertaining to central service delivery/work order management issues.

Budget Management & Performance

• Accountable for managing labour and expense budget for the Centralized Service Delivery team including ongoing adjustments due to support of new accounts.
• Leads the team in the continuous identification and implementation of opportunities to drive more efficient service delivery (People, Process, Tools).

Health, Safety, Environment & Security

• Accountable for meeting all internal and external health, safety, environment and security-related requirements.
• Accountable for the safe delivery of all work performed.

Regulatory Compliance

• Accountable for ensuring all regulatory compliance requirements have been met and all related documentations are created and maintained.

KNOWLEDGE & SKILLS

• 5 to 10 years of work experience, with at least 5 years at the supervisory or management level.
• Community college diploma or equivalent training (e.g. RPA, CET).
• In-depth knowledge of applicable regulatory requirements and maintains current awareness.
• Ability to lead and engage a team of skilled trades employees and drive performance to ensure all requirements are achieved.
• Skilled at teams.
• Ability to develop and implement processes and standard operating procedures.
• Skilled at influencing, persuading and negotiating.
• Computer proficiency.

This is a regular, full-time position with a salary range of $84,493 - $105,616 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.

BGIS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.