Service Operations Coordinator

3 weeks ago

Markham, Ontario, Canada BGIS Full time

About Us

BGIS is a premier provider of tailored facility management and real estate solutions. With a dedicated workforce of over 6,500 across the globe, we are committed to fostering innovation through the services we offer, while continuously seeking new avenues to enhance our clients' operations. We manage an extensive portfolio of over 320 million square feet across more than 30,000 locations worldwide, including North America, Europe, the Middle East, Australia, and Asia.

Position Overview

The Service Delivery Coordinator (Bilingual FR/EN) plays a pivotal role in supervising and coordinating the seamless execution of various services, particularly in managing the lifecycle of work orders. This position ensures that service providers comply with service level agreements (SLAs) and complete tasks punctually to uphold superior customer satisfaction. Additionally, the coordinator is responsible for enforcing policies and procedures, maintaining data accuracy, ensuring quality planning, and achieving key performance indicators (KPIs) related to work orders.

Key Responsibilities

Service Coordination

  • Oversee the completion of work orders using BGIS or client-specific web applications.
  • Align client service requirements with contractual obligations, schedules, and purchase orders.
  • Assess work orders to determine their invoiceability status.
  • Coordinate access for both internal and external service providers as necessary.
  • Compile weekly and monthly performance summaries of work orders for service providers.
  • Engage with service providers to ensure all SLAs are met.
  • Review compliance documentation and upload it to RealConnect.
  • Create on-demand work orders to facilitate service delivery.
  • Ensure that all necessary documentation for quotes and invoices is provided by clients.
  • Review and submit estimates to the appropriate approvers following the client quote process.
  • Process purchase order requests.
  • Generate data required for SLA scorecards.
  • Report incidents through Intelex.
  • Submit requests via Avetta.
  • Be available for evening and weekend work as needed.
  • Perform other related duties as assigned.

Innovation and Improvement

  • Inform management of any issues, concerns, or non-compliance with standards.
  • Analyze internal and external reports and provide operational insights.
  • Identify opportunities for enhancing efficiency and simplifying processes.

Data Management

  • Adhere to established processes and company standards.
  • Maintain a comprehensive database of requests to support reporting and analysis needs.

Customer Experience

  • Establish and nurture relationships with clients and service providers.
  • Review customer satisfaction metrics.

Qualifications

  • Proficient in both written and verbal communication in French and English.
  • Familiarity with RealSuite and other BGIS applications (1-3 years of experience).
  • Strong customer service orientation (1-3 years of experience).
  • Excellent administrative and organizational skills (1-3 years of experience).
  • Solid analytical and problem-solving abilities (1-3 years of experience).
  • Ability to work independently (1-3 years of experience).
  • Meticulous attention to detail and data accuracy (1-3 years of experience).
  • Effective communication skills for data exchange and follow-up (1-3 years of experience).
  • Experience in a Shared Service environment (1 year of experience).

At BGIS, we value diversity and inclusion as essential components of our business strategy, ensuring that these principles are integral to our organizational culture. We are dedicated to maintaining an inclusive recruitment process, providing equal employment opportunities to individuals from all backgrounds. Promoting diversity is a vital aspect of our ongoing pursuit of organizational excellence.

BGIS is an equal opportunity employer, and we encourage applications from all qualified candidates. If you require accommodations during the recruitment process, please reach out to us. We will work with you to provide suitable accommodations that address your accessibility needs.

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