Technical Operations Manager

Who We Are
 
BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6, 500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients’ businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia.
 
Further information is available at www.bgis.com

Summary

The Technical Operations Manager supports the account leader in achieving greater efficiencies, cost savings and client satisfaction by implementing and driving a consistent approach in the execution of facility management programs throughout the account. 

Key Duties & Responsibilities

Facility Management Programs

• Leads the implementation of facility management programs and program enhancements for the assigned account and drives consistency in program execution throughout the account. 
• Responsible for proper procedure adherence in CMMS system
• Overall accountability for the WO execution KPIs
• Ensure effective engagement & collaboration between Property Mgrs. & client representatives
• Ensure a high level of Custodian & Tenant satisfaction based on timely delivery of integrated services
• Support achievement of client portfolio vision, goals & objectives 
• Provide leadership and coaching for the team
• Build and execute performance action plans to close execution gaps on site
• Build and execute continuous improvement plans for technician and site leaders
• Manage risk effectively, including ensuring due diligence & compliance with applicable legislation, regulation & policy

Client Satisfaction

• Identifies, recommends and implements programs to achieve greater client satisfaction. Programs may include but may not be limited to communication and innovation. 
• Collaborates with leaders from across the account to review, develop and refine related programs to enhance client communication and satisfaction. 
• Leads the implementation of related programs for assigned account. 

Service Delivery – Performance Management (Technical Serves team including overview of Technicians)

• Accountable for collaborating with account senior management and relevant concerned parties to ensure service delivery performance objectives are met. 
• Conducts a high-level review of the programs to ensure that all requirements are delivered as per the master services agreement. 
• Identifies shortcomings in service levels and provides recommendations to enhance performance. 
• Collaborates with account senior management to develop and implement action plans to remediate performance gaps. 
• Collaborates with relevant concerned parties to ensure all capital planning requirements are identified, budgeted and recommended to the client. 

Third Party Service Providers – Performance Management (Support 3rd Party Service providers, Lease, and Tenants)

• Accountable for performance management of third-party service providers through activities including but not limited to establishment and measurement of key performance indicators, and regular business reviews. 
• Collaborates with Procurement team to lead contract development and review for all third-party providers for the entire account

Knowledge And Skills

• University Degree in related technical discipline with extensive experience that typically comes from up to 10 years of progressive experience.
• Demonstrated experience leading complex program through a diverse team.
• Experience in fast moving industrial environments
• Experience in industrial maintenance or operations is a strong asset
• Understanding of Supply Chain an asset
• Travel required – Up to a potential 30%. 

Licenses and/or Professional Accreditation

•     Passion for profession would include at least one of the following certifications:
• Certified Facility Manager from International Facility Management Association 
• Certified Property Manager from Institute of Real Estate Management 
• Facility Management Administrator Designation from Building Owners and Managers Institute 
• Real Property Administrator Designation from Building Owners and Managers Institute 
• Certified Facility Manager from International Facility Management Association 
• Certified Property Manager from Institute of Real Estate Management 
• Facility Management Administrator Designation from Building Owners and Managers Institute 
• Real Property Administrator Designation from Building Owners and Managers Institute 

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success!

BGIS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.