Senior Manager, Service Delivery

Job Title

Senior Manager, Service Delivery

Job Description Summary

Market Manager servicing a distributed portfolio of retail grocery facilities. Manages overall service operations of the Customer’s facilities and assures contractual obligations are met and customer expectations are exceeded. Includes primary responsibility for; financial performance, safety/health, employee relations, and customer satisfaction of the O&M departments. Supports directly and oversees all work done by the C&W Services regional team.
Manages and is measured by KPIs for customer satisfaction, retention as well as individual and team operational KPIs, budgetary and savings goals.

Job Description

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

• Acts as the central point of contact for all customer related issues.
• Apply in-depth understanding of customer’s business and industry to better serve C&W Services customer.
• Assist with the development and execution of the account’s strategic plans (Business Continuity, Capital Planning, Facility Assessment, etc.).
• Meets contractual requirements and executes on service level agreements, exceeds customer expectations
• Executes the day-to-day details of the contract as it relates to the regional maintenance business.
• Assists in developing standardized processes and programs for the account.
• Communicate the operating philosophy, objectives, and expectations to project personnel in a continuing effort to build the project team.
• Communicate the C&W Services operating philosophy, objectives, and value to current and prospective clientele.
• Responsible for the markets budget performance and cost savings initiatives
• Provide financial plan/budget and forecasting intelligence to the regional management team to better serve our customer.
• Ensures the appropriate service levels and execution of scheduled and reactive services.
• Responds to customer satisfaction survey requiring follow up.
• Initiates operational meetings and garners invites to district meetings with the customers operational departments.
• Reports to the customer regarding budgetary and operational performance.
• Provide coaching, training, and other developmental opportunities for all direct reports.
• Promote career development and set goals and review employee performance.
• Works within the “Contracted Services Group” to provide excellent quality vendor management services.
• Effectively manage subcontracts/subcontractors in safe and ethical service delivery.
• Provide and report on acceptable productivity savings in compliance with financial objectives.
• Support regularly scheduled performance reviews.
• Flexible to meet the needs and demands of a constantly changing work environment.
• Partner with other C&W Services accounts and promote the sharing of best practices and resources and support on-going sales proposals.
• Supports C&W safety plan and oversees its delivery
• Respond to or provide direction to resolve all deficiencies during normal working and after hours.

SUPERVISORY RESPONSIBILITIES, if any:

• Supervision of their markets management, administrative and technician team

REQUIREMENTS (Knowledge, Skills, Abilities, and Education and/or Experience):

• Must hold a current state issued driver’s license and record in good standing.
• 10 to 15 years of management experience, preferably in integrated facility services in an industrial environment.
• Experience managing in unionized environments preferred.
• Bachelor’s Degree preferred; Professional licensure is a plus.
• Technical and functional excellence to accommodate account objectives.
• Effective written and verbal communication skills.
• Experienced in computer technical language and PC skills (MS Word, MS Projects, Excel, Power Point) and the ability to work independently.
• Experience in the management of CMMS.
• Demonstrated leadership impact and customer focus.
• Foster teamwork and continuous improvement philosophy.
• Intelligent risk-taking, good business sense.
• Project Management oversite to ensure a defined scope is developed for all projects. Ensure management of projects is continued through billing.

WORKING CONDITIONS and/or PHYSICAL REQUIREMENTS:

• Must be able to climb ladders and work at elevated heights and on roof tops.
• Must be able to safely operate a motor vehicle.
• Must be able to work in a modern environment with modern tools and technology.

C&W Services is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, protected veteran status or any other characteristic protected by law.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.