Service Delivery Manager

2 months ago

Toronto, Canada BGIS Full time

**Who We Are**

BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6, 500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients’ businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia.

**SUMMARY**

The **Facility Services Manager **is accountable for day-to-day operations, vendor escalation and management of service delivery for the client(s) they support, as well as, reporting and analysis with regard to work order management and assists in the review, development and implementation of related processes and initiatives.

**KEY DUTIES & RESPONSIBILITIES**

**Facility Management**
- Review Priority works orders - communicate and follow up on priority orders to vendors and ensure they are addressed in a timely manner to meet KPI requirements.
- Review Work Orders - ensure that all work orders dispatched to the FM are closed out or reassigned to technician or vendor.
- Perform inspection of work orders closed by vendors and ensure complete/accurate closeout details are provided (e.g. cost, work completed, equipment tag #).
- Run report on open work orders and checks status with the appropriate vendors.
- In cooperation with the Service Delivery Team, update WO statuses if verified to be completed or resolved during follow up.
- Respond to vendor inquiries regarding workorder related issues.
- Respond to Client inquiries regarding current or past workorders (Status of the work, Issues/warranty, escalations).
- Correcting information in the system, addresses, phone numbers.
- Adding new vendors and locations to the system.

**Finance**
- Review vendor quotes for scope and price accuracy
- Approve/decline quotes in BGIS system
- Financial oversight of work performed for client (where applicable)
- Review and resolve invoice referrals/escalations.
- Review and resolve invoicing errors.
- Review and approve billing for tech services.
- Review and approval of invoices for payment (Oracle).
- Respond to vendor inquiries regarding invoicing-related matters.

**Client / Service Management**
- Act as main point of contact for work orders - i.e. technicians that reach out for approvals, questions and issues, vendors that need further information or approvals.
- Primary escalation point for taking care of any issues regarding service.
- Involvement in specific Emergency workorders may need to be managed from start to end.
- Requesting approvals from the client.
- Participating and gathering information for QBR’s.

**Reporting**
- Client reporting needs as required.

**Quality Compliance**
- Execute quality & compliance team activities that support the quality compliance contractual obligations.
- Interface with BGIS management and client management to identify applicable regulatory and compliance requirements and ensure accurate understanding of those requirements between BGIS and the client.
- With guidance, assist in the review of related processes by conducting compliance process capability studies to identify, improve and correct process inefficiencies and inaccuracies; review process documentations and speak with relevant stakeholders to understand and identify process improvement opportunities.
- Provide input for planning, development, execution and improvement of compliance-related processes and programs.
- Assist in the implementation of compliance-related processes through activities such as coordination of process implementation with relevant stakeholders, process documentation, providing contents to presentations, etc.
- Identify any quality, compliance and contractual issues and communicate them to the appropriate BGIS and customer management teams. Work with those teams to resolve any identified issues.
- Comply with all company policies and procedures and adhere to company standards.Other duties as assigned.

**KNOWLEDGE & SKILLS**
- 3-5 Years of Relevant experience in Facility Management or Vendor Management.
- Demonstrated organizational, project planning and management skills.
- Technical writing skills.
- Good writing and verbal communication skills.
- Good training and presentation skills.
- Strong analytical and problem-solving skills.
- Ability to develop, analyze and understand complex processes.
- Sound judgment skills based on observation of objective evidence.
- Ability to perform with minimum direct supervision.
- Understanding of compliance requirements of relevant external organizations.
- Strong proficiency in MS Excel, PowerPoint and Word, Power BI.

**Licenses and/or Professional Accreditation**
- None Required.

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