Operations Manager

JOB DESCRIPTION

The Operations Manager is responsible for providing leadership, operational oversight, strategic direction, and innovation across assigned facilities, portfolios, and service delivery teams. The role ensures safe, compliant, efficient, technology-enabled, and client-focused facilities management services while maintaining strong financial controls, contractual compliance, operational reliability, and continuous improvement. The Operations Manager leads Facility Managers and operational teams to achieve service-level expectations, safety standards, financial performance, innovation objectives, and client commitments.

Job Title

Operations Manager

Position Summary

The Operations Manager is responsible for providing leadership, operational oversight, strategic direction, and innovation across assigned facilities, portfolios, and service delivery teams. The role ensures safe, compliant, efficient, technology-enabled, and client-focused facilities management services while maintaining strong financial controls, contractual compliance, operational reliability, and continuous improvement. The Operations Manager leads Facility Managers and operational teams to achieve service-level expectations, safety standards, financial performance, innovation objectives, and client commitments.

Reports To

Regional Director / Director of Operations

Direct Reports

Facility Managers, Maintenance Team Leads, technicians, security personnel, and contractors as assigned

Primary Accountability

Contract management, operational performance, safety compliance, client satisfaction, contract compliance, financial results, innovation, and service delivery across assigned portfolios

Leadership and Team Management

• Lead and support Facility Managers, Maintenance Team Leads, technicians, security personnel, and contractors.
• Hold weekly operational discussions to assign work, balance workloads across sites, identify operational roadblocks, and communicate key matters upward to leadership.
• Coach employees on safety, work-order practices, documentation, client service, and contractual requirements.
• Monitor and oversee engagement, training, overtime, staffing capacity, and performance expectations.
• Promote accountability, teamwork, ownership, professionalism, and consistent service delivery across the portfolio.

Operations and Service Delivery

• Review incidents, equipment outages, service interruptions, and after-hours escalations and communicate significant matters to leadership.
• Assist in prioritizing repairs based on safety, tenant impact, operational risk, contractual response times, and funding requirements.
• Monitor work-order backlog, aging tasks, repeat failures, preventive-maintenance compliance, operational costs, and key performance indicators.
• Coordinate planned shutdowns, temporary operating measures, emergency response, and service restoration activities.
• Conduct quarterly site walkthroughs and verify the condition, reliability, and performance of critical building systems.
• Develop and maintain Standard Operating Procedures, Maintenance Operating Procedures, Emergency Operating Procedures, and risk controls.
• Ensure all contractual Key Performance Indicators are achieved as outlined in the contract without fail.

Compliance, Safety, and Environmental Management

• Ensure compliance with health, safety, environmental, fire, life-safety, and applicable building requirements.
• Review incidents, hazards, near misses, inspections, audit findings, and outstanding corrective actions.
• Oversee or verify contractor orientations, hazard assessments, permits, credentials, insurance, WCB status, and safe-work documentation with Facility Managers and the HSE team, as needed.
• Ensure Prime Contractor responsibilities are fulfilled.
• Oversee emergency preparedness, business continuity, training status, and prompt resolution of site issues.
• Ensure asbestos, lead, silica, mould, mercury, ozone-depleting-substance, and other hazardous-material programs are followed.
• Ensure Facility Managers review hazardous-material assessments before maintenance, renovation, or demolition and engage qualified consultants or abatement contractors when required.
• Ensure Facility Managers maintain required inventories, service logs, assessment reports, notifications, and compliance records.

Financial, Contract, and Client Management

• Ensure Facility Managers manage portfolios, service contracts, operating budgets, forecasts, recoverable work, and account margin.
• Interpret and understand the Master Service Agreement, statements of work, roles and responsibilities, service levels, and approval requirements.