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About the Role
The Facility Services Manager is accountable for day-to-day operations, vendor management, and service management for the client(s) they support. This role also involves data verification, reporting, analysis, and assisting in the review, development, and implementation of related processes and initiatives. The position collaborates with key BGIS departments to ensure full support of all activities and plays a key role in the INTEGRATED approach to operating buildings.
Responsibilities
- Comply with all internal and external requirements including environmental, health and safety, fire protection, and mandated by BGIS Health Safety and Environment Teams and enforced by law.
- Generate and dispatch service request work orders to vendors as per established process.
- Review Priority works orders, communicate and follow up on priority orders to vendors, and ensure they are addressed in a timely manner to meet KPI requirements.
- Review Work Orders to ensure all dispatched work orders are closed out or reassigned.
- Perform inspection of work orders closed by vendors and ensure complete/accurate closeout details are provided.
- Run reports on open work orders and check status with appropriate vendors.
- Update WO statuses if verified to be completed or resolved during follow-up.
- Respond to vendor inquiries regarding work order related issues.
- Respond to Client inquiries regarding current or past work orders.
- Correct information in the system, such as addresses and phone numbers.
- Add new vendors and locations to the system.
- Review vendor quotes for scope and price accuracy.
- Approve/decline quotes in BGIS system.
- Provide financial oversight of work performed for the client.
- Review and resolve invoice referrals/escalations.
- Review and resolve invoicing errors.
- Review and approve billing for tech services.
- Review and approval of invoices for payment (Oracle).
- Respond to vendor inquiries regarding invoicing-related matters.
- Make and receive calls/emails from vendors and clients for follow-ups on work order status, creation, or cancellation.
- Act as the main point of contact for work orders, including approvals, questions, and issues from technicians and vendors.
- Serve as the primary escalation point for service-related issues.
- Manage specific Emergency work orders from start to finish.
- Request approvals from the client.
- Participate in and gather information for QBRs.
- Fulfill client reporting needs as required.
- Collaborate with stakeholders and contribute to efficiency gains through identifying and implementing best practices, reviewing, refining, and/or developing processes, technologies, and sustainable practices, and leveraging self-perform wherever possible.
- Implement related enhancements for the assigned region(s).
- Execute quality & compliance team activities that support contractual obligations.
- Interface with BGIS management and client management to identify applicable regulatory and compliance requirements and ensure accurate understanding.
- Assist in the review of related processes by conducting compliance process capability studies to identify, improve, and correct process inefficiencies and inaccuracies.
- Review process documentation and speak with relevant stakeholders to understand and identify process improvement opportunities.
- Provide input for planning, development, execution, and improvement of compliance-related processes and programs.
- Assist in the implementation of compliance-related processes through coordination, documentation, and presentation content.
- Identify and communicate quality, compliance, and contractual issues to appropriate BGIS and customer management teams.
- Work with management teams to resolve identified issues.
- Comply with all company policies and procedures and adhere to company standards.
- Perform other duties as assigned.
Requirements
- 3-5 years of relevant experience in Facility Management or Vendor Management.
- Demonstrated organizational, project planning, and management skills.
- Technical writing skills.
- Good writing and verbal communication skills.
- Good training and presentation skills.
- Strong analytical and problem-solving skills.
- Ability to develop, analyze, and understand complex processes.
- Sound judgment skills based on observation of objective evidence.
- Ability to perform with minimum direct supervision.
- Understanding of compliance requirements of relevant external organizations.
- Strong proficiency in MS Excel, PowerPoint, and Word, Power BI.
Skills
- Facility Management
- Vendor Management
- Project Planning
- Project Management
- Technical Writing
- Writing
- Verbal Communication
- Training
- Presentation
- Analytical Skills
- Problem-Solving
- Process Development
- Process Analysis
- Process Understanding
- Judgment
- MS Excel
- MS PowerPoint
- MS Word
- Power BI
Location
- North America
- Europe
- Middle East
- Australia
- Asia
Work Type
- Full-time
Experience Level
- 3-5 years
Education Level
- None Required
Salary/Compensations
- $63,397 - $79,246 per annum
Benefits
- Opportunities for development and growth into various roles (e.g., operational leadership, Facility Management Office roles, Project Management roles).
About the Company
- BGIS is a leading provider of customized facility management and real estate services.
- With a global team of over 6,500 employees, BGIS focuses on enabling innovation through delivered services and actively seeks opportunities to drive innovation for clients' businesses.
- Globally, BGIS manages over 320 million square feet of client portfolios across 30,000+ locations.
- Further information is available at www.bgis.com.
Equal Opportunity
- BGIS is an equal opportunity employer and welcomes applications.
- Accommodation is available during the recruitment process upon request.
- Requests for accommodation will be consulted with the applicant to provide suitable arrangements considering accessibility needs due to disability.