Service Delivery 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 Service Delivery Manager is accountable for day-to-day operations, vendor management and service management for the client(s) they support, as well as, data verification, reporting and analysis; and assists in the review, development and implementation of related processes and initiatives.

KEY DUTIES & RESPONSIBILITIES

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. Responsibilities include:

• Full involvement with recruiting talent.
• Provides mentoring, coaching and guidance to all team members.
• Objectively recommends compensation adjustments.
• Manages all aspects of performance.

Facility Management

• Generate and dispatch service request work orders to vendors as per established process.
• Review priority work orders – communicate and follow up on priority orders to vendors and ensure they are addressed in a timely manner to meet KPI requirements.
• Review work orders – ensure that all work orders dispatched to the FM are closed out or reassigned to technician or vendor.
• Perform inspection of work orders closed by vendors and ensure complete/accurate closeout details are provided (e.g. cost, work completed, equipment tag #).
• Run report on open work orders and check status with the appropriate vendors.
• Update WO statuses if verified to be completed or resolved during follow up.
• Respond to vendor inquiries regarding workorder related issues.
• Respond to client inquiries regarding current or past workorders (status of the work, issues/warranty, escalations).
• Correcting information in the system, addresses, phone numbers.
• Adding new vendors and locations to the system.

Finance

• Review and resolve invoice referrals/escalations.
• Review and resolve invoicing errors.
• Review and approve billing for tech services.
• Review and approval of invoices for payment (Oracle).
• Respond to vendor inquiries regarding invoicing-related matters.

Client / Service Management

• Make and receive calls/emails from the vendors and clients for follow ups on workorder status, creation or cancellation.
• Act as main point of contact between the client and all other parties, technicians that reach out for approvals, questions and issues, vendors that need further information or approvals.
• Primary escalation point for taking care of any issues regarding service.
• Involvement in specific emergency work orders may need to be managed from start to end.
• Requesting approvals from the client.
• Review of PM work orders and following up with vendors as needed.
• Participating and gathering information for QBR's.
• Client reporting needs as required.

Reporting

Quality Compliance

• Execute quality & compliance team activities that support the quality compliance contractual obligations.
• Interface with BGIS management and client management to identify applicable regulatory and compliance requirements and ensure accurate understanding of those requirements between BGIS and the client.
• Assist in the review of related processes by conducting compliance process capability studies to identify, improve and correct process inefficiencies and inaccuracies; review process documentations and speak with relevant concerned parties to find process improvement opportunities.
• Provide input for planning, development, execution and improvement of compliance-related processes and programs.
• Assist in the implementation of compliance-related processes through activities such as coordination of process implementation with relevant concerned parties, process documentation, providing contents to presentations, etc.
• Identify any quality, compliance and contractual issues and communicate them to the appropriate BGIS and customer management teams. Work with those teams to resolve any identified issues.
• Comply with all company policies and procedures and adhere to company standards.

Other duties as assigned.

KNOWLEDGE & SKILLS

• 3-5 years of relevant experience in Facility Management or Vendor Management.
• Demonstrated organizational, project planning and management skills.
• Technical writing skills.
• Good writing and verbal communication skills.
• Good training and presentation skills.
• Strong analytical and problem-solving skills.
• Ability to develop, analyze and understand complex processes.
• Sound judgment skills based on observation of objective evidence.
• Ability to perform with minimum direct supervision.
• Understanding of compliance requirements of relevant external organizations.
• Strong proficiency in MS Excel, PowerPoint, Word, Power BI.

Licenses and/or Professional Accreditation

• None Required.

BGIS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.