Manager, Service Delivery

Manager, Service Delivery

The Manager, Service Delivery is responsible for leading all C&W services staff within the maintenance and janitorial functions. This role focuses on ensuring the highest level of service delivery and consistent metric reporting to the client. The manager will also serve as the primary point of contact for client relationship management, fostering strong partnerships and ensuring client satisfaction across all service areas.

Essential Functions and Responsibilities

Manage the building staff in absence of the Facility Manager or Senior Facility Manager. Includes all managerial functions, which are included in the Facility Manager and Senior Facility Manager job descriptions, or directed by the manager.

Responsible for the day-to-day operations of the facility(s) or campus, including janitorial, life-safety, engineering, site services, and general maintenance are implemented and carried out in a manner consistent with C&W policies and client directives. Ensure all contracts are reviewed on a regular basis and are bid out as required and confirm invoices match contract pricing

Supervise all maintenance programs relating to the interior and exterior conditions and appearance of the properties

Respond promptly to requests for building maintenance, repairs, cleaning needs, etc. from building occupants and for the implementation of ongoing contract programs to address and resolve needs and problems

Compile information necessary to ensure all site-specific documentation and reports are completed accurately and on time, including (and as applicable) : Property Information Book, Site Operating Manual, Emergency Procedures Manual, IIPP Manual, Local Code Compliance Log, ADA Compliance Log, OSHA Log, Safety Meeting Log, Elevator Logs, Janitorial Log, Purchase Order Log, Vendor Certificates of Insurance, As-built Drawings, IIPP Manual, Paid Invoices File, General Files, Contract Files, Annual Property Conditions and Year-end Performance Report and other reports and documentation as required

Prepares budgets, financial reports (monthly and quarterly), contracts, expenditures and purchase orders related to the facility(s) or complex as directed

Provide information and reports necessary for the development of capital budgets for the facility. This includes contributions towards a five-year plan of maintenance, facility improvement, and cost reduction initiatives

Collect, analyze, and prepare reports of such statistical data as may be required to provide accurate and current assessment of facility management objectives

Complete understanding of management contract, vendor agreements, and other building / facility contracts and all requirements contained therein

Monitor and ensure that tenants and vendors comply with insurance requirements and coordinate all claims as required

Proactively inspect the facility, systems, rooms, common areas, etc. and report back any findings or issues to the Facility Manager

Hire, train and motivate facility personnel. Maintain positive staff relations. Conduct or approve performance evaluations for staff

Key Competencies

1. Communication Proficiency (oral and written)

2. Technical Proficiency

3. Problem Solving / Analysis

4. Leadership

5. Teamwork Orientation

6. Relationship Management

7. Financial Management

8. Vendor Management

Important Education

Associate's degree in facilities management, building, business or other related field required

Bachelor's degree preferred

Important Experience

Minimum 3 years' relevant experience, preferably in commercial or industrial real estate with facility management experience required

One year supervisory experience preferred

Experience in maintenance, construction, engineering, and all facets of property operation and building management preferred

CMMS / Work Order Management experience is preferred

Additional Eligibility Qualifications

Certified Facility Manager (CFM), International Facilities Management Association (IFMA), Building Owners and Managers Association (BOMA) industry certifications recommended; other Engineering, Business, or technical training or certifications a plus

Ability to read and understand construction specifications and blueprints

Proficient in understanding management agreements and contract language

Skilled in Building Management Systems maintenance and monitoring

Excellent computer and systems knowledge; strong literacy in Microsoft Office Suite (MS Word, Excel, PowerPoint)

Strong discipline of financial management including financial tracking, budgeting and forecasting

Knowledge of Financial Systems (Yardi a plus)

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. May be required to travel outside between properties in varying weather conditions.

Aap / Eeo Statement

C&W provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, C&W takes affirmative action to ensure that applicants are employed and employees during employment are treated without regard to any of these characteristics. Discrimination of any type will not be tolerated.

Other Duties

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice. Note : This job description includes the core responsibilities for C&W. These duties may have slight modifications based on the regional location. Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work.

The compensation for the position is : $ 72,250.00 - $85,000.00