Senior Manager, Service Delivery

CB Richard Ellis Lenoir , NC 28633

Posted 3 months ago

CBRE | FacilitySource provides an innovative, technology-driven, single-source facility management and support solution to leading brands in retail, banking, logistics, health care and many other sectors. CBRE | FacilitySource maintains the industry's largest and most reliable data repository to provide business intelligence, transparency, flexibility, support and the Elite Network of Service Providers to save money for our clients and get the most out of their facilities, while offering peace of mind.

Established in 2005, CBRE | FacilitySource was acquired by CBRE Group, Inc., the largest commercial real estate services and investment firm in the world, in 2018. For more information, visit www.facilitysource.com.

POSITION SUMMARY:

The Senior Manager, Service Delivery works under the supervision and direction of Director, Service Delivery and holds ultimate responsibility for service fulfillment for multiple clients. The Senior Manager, Service Delivery is accountable to meet or exceed service level standards and budgeted / targeted costs while adhering to relevant customer- and FacilitySource-specific processes. The Manager will be responsible for every dimension of our services as appropriate: trade, process, information and reporting, and software.

DUTIES & RESPONSIBILITIES:

Directly manage a team of service coordinators and trade specialists in delivering all client

commitments:

Deliver daily / weekly / monthly SLAs

Directly manage operating team

Indirectly manage other service delivery teams (EMS, Support Center, Exterior, etc)

Execute daily / weekly / monthly management processes in adherence with internal and customer-

specific guidelines:

Work order management

Follow-up and resolution

Hot list

Open items tracker

Quote submission

Scheduled services

QA

Other as appropriate, defined in the future, or required

FMP usage, maintenance, reporting, follow-up

Reporting

Directly manages special customer projects from inception to completion.

Act as primary point of contact for service deliver and for client's staff

Handle escalations and problems, ideally before customer asks

Work with Account Director to identify and pursue opportunities for additional client revenue.

Work with Account Director to enhance client relationship(s) and to deliver periodic reporting and

assessments

Work with Account Director to track (daily, weekly, and) monthly performance against service level

and financial targets and against account plans

SKILLS & QUALIFICATIONS:

Knowledge, Skills & Abilities:

Professional background to include some combination of:

Project management

Account management

Facilities management or facilities maintenance

Relevant trade knowledge

Team management

Budget management

Demonstrates professional verbal and written communication skills.

Knowledge of customer service principles and practices.

Proficiency with MS Office (Outlook, Excel, Word) and business applications, including data

manipulation and extract tools.

Some college course work or bachelor degree is preferred.

EDUCATION & EXPERIENCE:

Bachelor's Degree Preferred
3 plus years of experience as a Client Program Manager

Experience managing others



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Senior Manager, Service Delivery

CB Richard Ellis