Operations Manager

**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 Operations Manager is responsible for operations and budget management, service delivery management, project management, client relationship management, health and safety, and emergency preparedness and business continuity for an assigned portfolio.

At this position level, the individual is responsible for:

- Highly complex service delivery; and/or
- Multiple client accounts and/or significant service delivery regime in a single, complex client; and/or
- Contract requirements that are highly complex; and/or
- Direct reports may include Contract Managers, Team Leads, and Technicians

BGIS Energy and Facility Services is a national provider of maintenance and repair services to petroleum marketers and fuel storage equipment owners who value uptime, increased revenue capture, cost management and integrity. The BGIS EFS team provides fuel systems operations excellence from both a maintenance and dispenser accuracy perspective nationwide. Unlike traditional industry fuel system service providers, we provide a true national platform with mínimal subcontracting of full scope maintenance and repair. We have the broadest mix in industry to support fuel systems and store facility needs.

**KEY DUTIES & RESPONSIBILITIES**

**For the assigned portfolio**:
**Portfolio Management**
- Manages service delivery to a portfolio of client accounts or a single client account of sufficient magnitude and/or complexity.
- Responsible for ensuring KPI objectives are met.
- Creates, implements, and documents service delivery regimes associated with each client account.
- Collaborates with relevant stakeholders (internal and external) on service delivery including the management of all escalated issues
- Oversees the implementation of service delivery program changes as required.
- Oversees service delivery activities and performance of internal Team Members. Ensures work is completed on time, safely and meets quality requirements.
- Continuously seeks ways to gain greater efficiencies through activities such as recommending and implementing best practices, collaborating with internal teams to implement sustainable practices and improvement initiatives.
- Collaborates with relevant stakeholders to optimize assigned portfolio and continuously create value for the client.

**Service Delivery Management**
- Responsible for meeting contractual service delivery obligations for each designated client environment
- Resolves problems and/or conflicts and maintains open communication with the client account team and specific clients including providing regular written and oral reports to in response to escalations
- Recommends solutions and implements appropriate actions for issues
- Monitors service delivery performance against established metrics/key performance indicators. Identifies gaps, develops and executes corrective action plans to ensure all objectives are met.
- Monitors service delivery to ensure within agreed upon scope and escalates to senior management, where required.
- Provides on-call coverage to front-line team which requires open availability
- Continuously seeks ways to gain greater efficiencies through activities such as recommending and implementing best practices, collaborating with internal teams to implement sustainable practices and improvement initiatives

**People Leadership**
- Responsible for employee-oriented activities including but not limited to employee engagement, training and development, performance management, hiring and retention, compensation recommendations

**Client Relationship Management**
- Develops and maintains effective relationships with clients. Ensures ongoing client satisfaction.
- Acts as the focal point of escalation for issues pertaining to service delivery.

**Risk Management, Emergency Preparedness and Business Continuity Planning and Execution**
- Develops and executes emergency preparedness, risk management, disaster recovery and business continuity plans
- Collaborates with relevant stakeholders on incident management-related requirements

**Health, Safety, Environment & Security**
- Acts as the focal point of contact and collaborates with Environmental, Health, Safety and Security Team to ensure ongoing compliance with all health and safety related legislation and requirements.
- Monitors and is responsible for the safe delivery of all work performed within office and remote locations.

**Project Management (including Client Transitions & Technology Implementations/Upgrades)**
- Dev