Service Delivery Specialist

3 weeks ago

Markham, Ontario, Canada BGIS Full time

About BGIS

BGIS is a leading provider of customized facility management and real estate services. With over 6,500 team members globally, we are dedicated to enabling innovation through the services we deliver and actively seek new opportunities that drive innovation for our clients' businesses. We manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, the Middle East, Australia, and Asia.

Summary

The Service Delivery Coordinator (Bilingual FR/EN) plays a vital role in overseeing and coordinating the effective delivery of various services, including managing the lifecycle of work orders. This involves ensuring that vendors adhere to service level agreements (SLAs) and complete work on time to maintain a high level of customer satisfaction. The coordinator also ensures compliance with policies and procedures, data integrity, quality planning, and KPI work order metrics are achieved.

Key Duties & Responsibilities

  • Service Delivery
    • Manage work orders to completion within BGIS or client-based web applications.
    • Facilitate alignment of client required services with contracts, schedules, and purchase orders (POs).
    • Review work orders to determine if they are invoiceable or non-invoiceable.
    • Schedule access for internal and external service providers at the facility when required.
    • Prepare weekly/monthly summaries of work order performance for internal and external service providers.
    • Follow up with internal and external service providers to ensure all SLAs are met.
    • Review compliance documentation and upload it to RealConnect.
    • Create on-demand work orders for service delivery.
    • Ensure client required supporting documentation for quote and invoice submissions is provided.
    • Review and submit all estimates to the required approvers following the client's quote process.
    • Submit PO requests.
    • Generate required data for the SLA Scorecard.
  • Innovation & Process Improvement
    • Identify opportunities to improve service delivery processes and workflows.
    • Collaborate with stakeholders to implement process improvements and enhance efficiency.

Skills & Qualifications

• Strong organizational and time management skills. • Excellent communication and interpersonal skills. • Proficiency in Microsoft Office Suite. • Experience with work order management systems. • Bilingual proficiency in English and French.

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