Service Delivery Team Lead

**ABOUT US
**OUR CULTURE
At BGIS, our culture is built on three foundational pillars:

- **Culture of Care**:We deeply care for each other, our clients, partners, and the communities we serve.
- **High Performing Teams**:We go Above and Beyond to deliver exceptional services. INTEGRITY, OWNERSHIP, RESPONSIVENESS, INITIATION, VISIBILITY, DRIVE, and INTEGRATION are core to high performance.
- **Unwavering Commitment to Sustainability**:We conduct every action with a focus on preserving our earth.

**SUMMARY**

The **FMS Team Lead **oversees a team of (Facility Coordinators) and is a key coordination point that champions the centralized service delivery program across multiple client accounts. They are responsible and accountable for work order management results and SLA for their respective category and the categories of the team they manage.

The FMS Team Lead is responsible for overseeing the execution of activities performed by Facility Coordinators to ensure that work is performed in accordance to established processes and practices and is in compliant with all internal and external requirements. In addition to people leadership responsibilities, the FMS Team Lead will be responsible for all work order management and results in their respective category.

**KEY DUTIES & RESPONSIBILITIES**

**Service Delivery
- Vendor relationship management
- Facilitate alignment of client required services with contracts, schedules, and Pos.
- Review of work orders to determine if invoiceable or non-invoiceable.
- Schedule access for internal and external service providers with 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 SLA’s are achieved.
- Ensure client required supporting documentation for quote and invoice submissions are provided.
- Review and submit all estimates to the required approver(s) following client quote process.
- Submit Comply Works requests.Other duties as assigned.

**People Leadership
Demonstrates strong, competent leadership for team members to guide them in reaching their full potential and meeting their objectives, which supports achievement of our corporate goals. Specifically, these responsibilities include but not limited to:

- Full involvement with recruiting talent.
- Provides mentoring, coaching and guidance to all team members.
- Objectively recommends compensation adjustments.
- Manages all aspects of performance.
- Leads a team of individual contributors.
- Assign, prioritize and monitors work progress.
- Monitors execution of activities and performance to ensure timely completion and adherence to all requirements including but not limited to operating procedures and practices, quality, performance and contract response requirements.
- Guides, coaches and trains.Provides input for performance reviews.

**Communication/ training
- Develops and delivers the training sessions with the FMS Manager.Develops communication sessions on regulatory changes.

**KNOWLEDGE & SKILLS
- Superior customer service skills 3-5 years’ experience.
- Clear and effective communication skills.
- Ability to multitask and work well under pressure while maintaining a high level of accuracy.
- Manage deadlines effectively in a professional manner.
- Good team leadership skills with the ability to excursive sound judgment and provide direction to BGIS team members.
- Strong customer-oriented skills.
- Analytical and problem-solving skills. (3-5 years’ experience)
- Ability to work independently. (3-5 years’ experience)
- Strong attention to detail and data accuracy. (3-5 years’ experience)
- Ability to communicate clearly and effectively with others for the purpose of data exchange, clarification and follow up. (3-5 years’ experience)Experience working in a Shared Service environment. (3-5 years’ experience)

**Licenses and/or Professional Accreditation
None Required.