SENIOR CLIENT SERVICES MANAGER

Senior Client Services Manager

ESFM is the corporate facilities management (FM) division of Compass Group USA, a Gold-level Corporate Sustaining Partner of the International Facility Management Association (IFMA), and a Platinum Corporate Member of the Association of Energy Engineers (AEE). ESFM self-performs 80% of all FM services provided to clients. Our portfolio of solution categories includes Facilities Maintenance&Engineering, ESG Programming, Laboratory Support Services, Janitorial&Industrial Cleaning, Landscaping&Grounds Management, Workplace Solutions and Managed Services. This self-performance model creates a consistent hospitality experience for clients, resulting in higher engagement and productivity from their employees. ESFM's clients include many household names from the life sciences, technology, oil&gas and manufacturing markets.

Key Responsibilities

• Ensure all preventive maintenance (PM) work is scheduled and completed within the month due.
• Strategically manage vendors to meet client KPIs and timelines.
• Ensure all reactive and repair work orders are completed within the defined SLA by priority level (urgent, emergency, etc.).
• Drive clear vendor communication and accountability to meet these timelines.
• Identify gaps in service partner coverage and collaborate with Procurement to source and onboard qualified vendors.
• Partner cross-functionally with Finance, Accounting, IT, and Procurement to support operational needs and ensure timely resolution of issues.

Communication Standards

Qualifications

Bachelor's degree in Business Administration, Facilities Management, or related field preferred. 5+ years of experience in client service delivery, facilities management, or vendor operations; experience within IFM or service-based environments strongly preferred. 2+ years of people leadership experience with proven success managing remote or hybrid teams. Strong vendor management and negotiation skills. Excellent written and verbal communication abilities; capable of setting and enforcing clear expectations. Advanced proficiency in Excel; experience with Poly, Corrigo, Smartsheet, or similar work order systems preferred. Demonstrated ability to manage multiple priorities, tight deadlines, and cross-functional collaboration.

Performance Metrics

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.

Associates at ESFM are offered many fantastic benefits. + Medical + Dental + Vision + Life Insurance / AD + Disability Insurance + Retirement Plan + Paid Time Off + Holiday Time Off (varies by site / state) + Associate Shopping Program + Health and Wellness Programs + Discount Marketplace + Identity Theft Protection + Pet Insurance + Commuter Benefits + Employee Assistance Program + Flexible Spending Accounts (FSAs) + Paid Parental Leave + Personal Leave Associates may also be eligible for paid and / or unpaid time off benefits in accordance with applicable federal, state, and local laws.