POSITION SUMMARY:
The Senior Program Manager 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:
High School Diploma or GED
Bachelor's Degree Preferred
3 plus years of experience as a Client Program Manager
Experience managing others preferred
