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
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 assessments
Work with Account Director to track (daily, weekly, and) monthly performance against service level and financial targets and against account plans
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:
High School Diploma or GED
Bachelor's Degree Preferred
3 plus years of experience as a Client Program Manager
Experience managing others preferred
Internal Number: 18035652
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.