Key Purpose
The Site Operations Manager plans, organizes, and directs all facility operational, soft, and hard service-related activities to achieve the facility objectives while working within the client and ISS corporate standards of quality. The Site Operations Manager interfaces with direct reports, vendors, local stakeholders, and key clients. The results and performance of these activities will be reported directly to their supervisor, the Senior Operations Manager or Regional Operations Manager.
The delivered IFS (Integrated Facility Services) services focus on retail stores, distribution centers and/or office buildings on a 24/7/365 basis. The successful candidate will ensure that all work is performed in accordance with the contract requirements and focus on planning, directing, and coordinating daily operational activities across single or multiple properties in their respective metropolitan regions. In addition to this, the role will focus on standardizing and optimizing our service lines. A major emphasis of the position will be to drive safety, service excellence, and customer experience with cost efficiency as a core principle of operation.
The successful candidate must be able to communicate clearly and persuasively to effectively discuss issues and negotiate with key clients, customers, peers, or direct subordinates. In addition, the candidate must be able to explain policies and decisions to those internal or external to the organization. Ultimately, the successful candidate will be able to navigate comfortably in a dynamic and fast paced environment while balancing responsibilities of the role, client, and management deliverables all while delivering world class customer service in the Integrated Facility Services operation.
Success Criteria
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Clear linkage between OneISS vision, transformation, and business excellence
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Ability to work within tight timelines
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Participate and embrace the development opportunities within group
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Ability to guide colleagues in embracing process improvement measures
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A drive to creative problem solving for new challenges
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An interest in standardizing solutions to recurring challenges
Key Areas of Collaboration and Influence
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Communicate effectively with colleagues at multiple accounts and across the company so that information is disseminated effectively and participate in project groups and meetings as required
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Transfer best practice
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Use the account successes to promote and further develop ISS
Ideal Candidate Experience
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4+ years management experience in a Facility Management Operations/Engineering role with a strong emphasis on customer service.
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Experience leading/managing frontline teams meeting operational SLA’s and compliance requirements.
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Demonstrates strong skills in: Communication, Decision-making, Leadership, and Problem-solving.
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Demonstrates professional and political aptitude.
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Strong computer proficiency skills (Excel, PowerPoint, Word, Outlook, CMMS Systems, BMS systems).
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Experience managing operational budgets and following general accounting principles.
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Experience creating Capital Budgets and reporting.
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Experience in CMMS software systems and work order management as it pertains to execution of services and coordination of employees involved.
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Demonstrate skills in all areas related to the maintenance and operations of Mechanical/Electrical/Plumbing systems found in retail, warehouse, and office property types.
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Must possess valid state driver’s license and be comfortable driving to multiple site locations through a week.
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Must have knowledge of basic mathematical concepts to calculate ROI’s, create proposals, create cost savings programs, and adhere to operating budgets.
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LEED AP, CFM or CPM credentials a plus.
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Bachelor’s degree in Management, Facilities, Engineering, Construction, Business or related field a plus.
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Role is expected to be on customer premises during working hours.
Key Accountabilities
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Highly visible and typically the main point of contact for local site employees, key visitors, vendors, key stakeholders, and ISS employees.
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Single Site or Multi-Site responsibility across a designated region with various building use types (retail store, distribution center, and office).
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Drive a culture of proactivity and contribute in a positive way to the facility operations to effectively prevent or address potential problems.
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Lead and support ISS service lines across hard, soft, and operational services to achieve overall customer success. Empower teams to embody the OneISS (one team) methodology of operation by promoting cross skilled training and ways of working.
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Advise the client and ISS regional leadership on decisions relating to facilities operations and performance.
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Supervise/Manage on site supervisors, employees, technicians, and subcontractor service providers in relation to their day-to-day facility requirements.
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Manage all service contracts for the facilities ensuring that contract specification is achieved and that any performance problems, errors, or omissions are remedied expediently.
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Ensure appropriate SLAs are followed relating to the performance of the facility portfolio in your region of responsibility.
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Ensure all health and safety requirements are established and followed by on site staff and sub-contractors.
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Partner with Regional management on budget development and management of applicable spends related to site maintenance and development of facilities.
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Attend local and virtual meetings as required. Prepare reports as needed.
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Lead Team Board (all hands) meetings on site in partnership with Operations Supervisors.
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Lead by example and work directly with site employees to quality control our services.
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Support Senior and Regional Management on creation of 5-year capital plans for all building assets across the portfolio.
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Support Senior and Regional Management on creation of appropriate maintenance program approach (PM & RM) in addition to management of accurate asset database.
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Drive a culture of innovation and creative problem solving by leveraging current industry trends, business intelligence, data, and reporting to ultimately drive customer satisfaction and operational resilience and efficiencies.
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Manage planned and ad-hoc maintenance appropriately.
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Support and develop energy conservation and cost savings measures as internally required.
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Act as the client liaison and partner with property management (where applicable) to ensure services provided to the facility are appropriate and contribute to building service and quality expectations.
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Monitor and address the appearance of the building and grounds, noting anything that may be detrimental to the desired appearance of ISS, the client, and their respective customers.
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Manage stock ordering, invoice checking, budget monitoring, and keeping records of all facility equipment and tools associated with the facilities.
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Establish and enforce company and customer goals, policies, and procedures.
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Identify and consult with peers, employees, and client members about general operational improvements, policies, and programs.
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Promote responsibility for safe and controlled work environments.
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Ensure that all customer complaints are handled professionally, appropriately, and in a timely manner.
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On call to coordinate escalations or emergencies if they arise on a 24/7/365 basis.
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Ensures the CMMS system software is up to date with accurate and appropriate data around assets and maintenance programs. In addition, drives high participation and accuracy of data input within site teams.
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In partnership with regional Scheduler/Planners, makes duty assignments as needed for Repair & PM Work Orders for the site teams. Ensures that service lines complete PM’s and work orders according to SLA’s and compliance policies.
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Read, analyze, write procedure manuals, and interpret general business periodicals, journals, technical, procedures, or governmental regulations accordingly.
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Complete regular property visits to engage with employees, clients, and customers. Complete regular internal quality audits as required
Physical Demands & Work Environment
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Prolonged periods of sitting at a desk and working on a computer
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Must be able to lift up to 15 pounds at a time
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Must be able to travel
ISS offers full-time employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $140.000 per year - $148.000 per year. Final compensation will be determined based on experience and skills and may vary from the range listed above.
As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.