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 professionals worldwide, we are committed to fostering innovation through the services we provide, 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 globally, including North America, Europe, the Middle East, Australia, and Asia.

Position Overview

The Service Delivery Coordinator (Bilingual FR/EN) plays a crucial role in supervising and coordinating the efficient delivery of various services, including the management of work order lifecycles. This involves ensuring that vendors comply with service level agreements (SLAs) and complete tasks punctually to uphold a high standard of customer satisfaction. The coordinator is also responsible for maintaining adherence to established policies and procedures, ensuring data accuracy, 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.
  • Ensure alignment of client service requirements with contractual obligations, schedules, and purchase orders.
  • Evaluate work orders to classify them as invoiceable or non-invoiceable.
  • Coordinate access for internal and external service providers as needed.
  • Compile weekly and monthly performance summaries of work orders for both internal and external service providers.
  • Monitor compliance with SLAs by following up with service providers.
  • Review compliance documentation and upload it to the designated platform.
  • 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 in accordance with the client quoting process.
  • Process purchase order requests.
  • Generate data required for SLA scorecards.
  • Report incidents through the designated system.
  • Submit requests for compliance documentation.
  • Availability to work during evenings and weekends as required.
  • Perform additional duties as assigned.

Innovation and Improvement

  • Communicate any issues, concerns, or noncompliance to management.
  • Analyze internal and external reports to provide operational recommendations.
  • Identify opportunities for enhancing efficiency and simplifying processes.

Data Management

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

Customer Experience

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

Qualifications

  • Proficient written and verbal communication skills in both 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).
  • Analytical and problem-solving abilities (1-3 years of experience).
  • Capability 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 they are integral to our organizational culture. We are dedicated to maintaining an inclusive recruitment process that provides equal employment opportunities for individuals from all backgrounds. Promoting diversity is a fundamental aspect of our ongoing pursuit of organizational excellence.

BGIS is an equal opportunity employer, and we encourage applications from all qualified individuals. If you require accommodations during the recruitment process, please inform us, and we will work with you to provide suitable arrangements that consider your accessibility needs.

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