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.
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
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-
Work order management
Follow-up and resolution
Open items tracker
Other as appropriate, defined in the future, or required
FMP usage, maintenance, reporting, follow-up
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
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:
Facilities management or facilities maintenance
Relevant trade knowledge
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
CB Richard Ellis