About this role
SUMMARY
The Service Delivery Manager will have operational expertise and day-to-day accountability for the delivery of subcontracted services, ensuring the services are delivered according to the direction and requirements of the Account Lead. They are responsible for quality assurance, service delivery performance, continuous improvement, customer satisfaction, reporting, compliance, and operational excellence.
KEY DUTIES & RESPONSIBILITIES
For the assigned portfolio:
Subcontractor & Vendor Performance Management
- Monitors vendor and subcontractor compliance with contractual obligations.
- Conducts performance assessments and vendor scorecard reviews.
- Collaborates with operations and procurement teams to address performance concerns.
- Tracks vendor corrective actions and quality improvement plans.
- Supports vendor qualification and ongoing performance monitoring processes.
Quality Management
- Develops, implements, and maintains quality assurance and performance management programs.
- Conducts routine quality inspections, audits, assessments, and service evaluations.
- Maintains quality standards, procedures, and operational documentation.
- Identifies service deficiencies and implements corrective and preventive action plans.
- Leads root cause analysis activities and tracks resolution of non-conformance issues.
- Supports ISO-based quality management standards and continuous improvement initiatives.
- Establishes and administers quality scorecards and reporting frameworks.
Service Delivery Management
- Monitors performance against contractual requirements, service level agreements (SLAs), and key performance indicators (KPIs).
- Reviews operational results and identifies opportunities to improve service delivery.
- Collaborates with operations teams to ensure quality standards are maintained.
- Supports service reviews and performance evaluation meetings with clients.
- Ensures service providers and subcontractors meet performance expectations.
- Assists in the resolution of operational issues and service escalations.
Continuous Improvement
- Identifies operational improvement opportunities and efficiency initiatives.
- Leads continuous improvement projects focused on quality, customer experience, cost reduction, and productivity enhancement.
- Implements best practices and performance improvement methodologies.
- Supports innovation initiatives related to service delivery and facility operations.
- Promotes a culture of accountability, quality, and operational excellence.
Client Relationship Management
- Develops and maintains positive working relationships with clients and stakeholders.
- Participates in client meetings and quality review sessions.
- Investigates and responds to service complaints and customer concerns.
- Tracks customer satisfaction metrics and develops improvement strategies.
- Supports client retention through delivery of high-quality service outcomes.
Project Support
- Participates in implementation of new programs, services, and operational changes.
- Supports transition and mobilization activities for new contracts or service expansions.
- Assists in the development and monitoring of project quality plans.
- Conducts post-implementation reviews and lessons-learned sessions.
KNOWLEDGE & SKILLS
- Community college diploma
- 1 to 3 years of facility management work experience; or 3 to 5 years of facility-related work experience
- Facility operations and maintenance management abilities
- Proficiency with facility equipment and building systems
- Service delivery management abilities
- Budget management abilities
- Ability to influence, persuade and negotiate to achieve desired outcome
- Client relationship management abilities
- Ability to engage a team of individuals
- Vendor management abilities
- High degree of client service orientation and sense of urgency
- Project management abilities
- Emergency preparedness and business continuity planning and execution abilities
- Possesses a sustainability mindset and seeks to incorporate sustainable practices within assigned portfolio where possible
- Knowledge of health and safety requirements. Possesses a high degree of safety mindset
- Possesses a continuous improvement and quality mindset and seeks to continuously improve processes and incorporate best practices where applicable.
- Maintains current knowledge of and developing ability to implement facility management services best practices.
- Knowledge of current building standards, code and legislative requirements
Licenses and/or Professional Accreditation
Preference given to completion or progress towards one or more of the following
- Certified Facility Manager through International Facility Management Association (IFMA)
- Certified Property Manager through Institute of Real Estate Management
- Facility Management Administrator Designation through Building Owners and Managers Institute (BOMI)
- Real Property Administrator through Building Owners and Managers Institute (BOMI)
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