The Manager, Operations is responsible for operations and budget management, service delivery management, project management, client relationship management, health and safety, and emergency preparedness and business continuity for an assigned portfolio.
Requirements
- Highly complex service delivery; and/or multiple client accounts and/or significant service delivery regime in a single, complex client; and/or contract requirements that are highly complex; and/or direct reports may include Team Development Managers, Team Leads, Facility Services Coordinators and Technicians
- Full involvement with recruiting talent.
- Provides mentoring, coaching and guidance to all team members.
- Objectively recommends compensation adjustments.
- Manages all aspects of performance.
- Creates, implements and documents service delivery regimes associated with each client account.
- Collaborates with relevant concerned parties (internal and external) on service delivery including the management of all escalated issues
- Oversees the implementation of service delivery program changes as required.
- Oversees service delivery activities and performance of internal Team Members. Ensures work is completed on time, safely and meet quality requirements.
- Continuously seeks ways to gain greater efficiencies through activities such as recommending and implementing best practices, collaborating with internal teams to implement sustainable practices and improvement initiatives, utilizing internal Technicians wherever possible, etc.
- Collaborates with relevant concerned parties to optimize assigned portfolio and continuously create value for the client
- Responsible for meeting contractual service delivery obligations for each designated client environment
- Resolves problems and/or conflicts and maintains open communication with the client account team and specific clients including providing regular written and oral reports to in response to escalations
- Recommends solutions and implements appropriate actions for issues
- Monitors service delivery performance against established metrics/key performance indicators. Identifies gaps, develops and executes corrective action plans to ensure all objectives are met.
- Monitors service delivery to ensure within agreed upon scope and escalates to senior management, where required.
- Provides on-call coverage to front-line team which requires open availability
- Continuously seeks ways to gain greater efficiencies through activities such as recommending and implementing best practices, collaborating with internal teams to implement sustainable practices and improvement initiatives
- Develops and maintains effective relationships with clients. Ensures ongoing client satisfaction.
- Acts as the focal point of escalation for issues pertaining to service delivery.
- Develops and executes emergency preparedness, risk management, disaster recovery and business continuity plans
- Collaborates with relevant concerned parties on incident management-related requirements
- Acts as the focal point of contact and collaborates with Environmental, Health, Safety and Security Team to ensure ongoing compliance with all health and safety related legislation and requirements.
- Monitors and is responsible for the safe delivery of all work performed within office and remote locations.
- Develops and executes project plans for assigned projects.
- Oversees project delivery; and/or participates as a member of the Operations Centre team in large company-wide projects.
- Liaises with relevant concerned parties to ensure projects are delivered with minimum disruptions to service delivery.
- Responsible for meeting budget for assigned service delivery team.
- Liaises with relevant operations team members and Finance team for reports to monitor expenses.
- Reviews and approves expenditures.
- Ensures all regulatory compliance requirements have been performed and all related documentations are created and maintained
- Collaborates with Procurement and Supply Chain Administration teams to source and qualify vendors, source and procure goods and services used by the internal teams in the performance of duties.
- Ensures the availability of an adequate inventory of tools and other supplies to operate the facilities
