The Director, Service Delivery is responsible for the profitability of a major account within C&W Services. The purpose of this position is to achieve the objectives of senior management with respect to each of these accounts.
Responsibilities of a Director, Service Delivery
- Manages and oversees the day-to-day facilities services provided at all current and new accounts within his/her area of responsibility.
- Establishes general and job specific performance standards and advises management/supervisory staff of standards and targeted yearly goals.
- Oversees and monitors staffing levels for all account locations, to determine optimum levels for accounts.
- Conducts site surveys/inspections with Operations Managers, Area Managers, Account Managers, and customers, as well as unscheduled site audits to assess technical skill levels, production rates, and quality of service.
- Develops and implements quality assurance methods and procedures, overseeing and assessing quality levels achieved at individual accounts.
- Ensures the implementation of the company’s standardized work processes.
- Remains knowledgeable in new product/service delivery and communicates same to Operations Managers, Area Managers, and Account Managers.
- Understands and utilizes key technology applications.
- Coordinates and oversees all start-ups and transitions, providing the necessary liaison activities, planning, and control to ensure their successful completion.
- Demonstrates excellent interpersonal skills, being able to work effectively with all levels of employees, management, and clients.
- Develops effective working relationships with all clients for the delivery of contracted and new services.
- Establishes and maintains the respect and confidence of Operations Managers, Area Managers, Account Managers, site personnel, and customers.
Business Development
- Coordinates all Special sales and related activities, working in conjunction with Operations Managers, Area Managers, and Account Managers, and develops a plan to sell/increase same.
- Supports Business Development activity to help generate new accounts.
Finance
- Monitors/evaluates current and new account budgets, with emphasis on the management of overhead, labor, materials, and service contract expenses in order to achieve financial objectives.
- a. Utilizes the financial dashboard on a monthly basis.
- Monitors and reviews payroll to ensure timely completion and processing and, working in conjunction with Account Managers, to ensure accuracy.
- Oversees and monitors the purchasing and inventory control functions for all account locations, working in conjunction with Operations Managers and Corporate offices.
- Closely monitors receivables, achieving the DSO target for his/her area of responsibility.
- Develops and administers cost containment/reduction activities among assigned accounts.
Human Resources
- Screens, interviews, and selects Exempt personnel (Operations Managers, Area Managers, Account Managers, Supervisors), working in conjunction with Human Resources.
- Oversees the selection and hiring of Non-Exempt personnel (facilities staff), and ensures compliance with Federal, State, Local, and Company guidelines.
- Evaluates the work performance of all direct reports annually and prepares a succession plan for his/her area of operations.
- Establishes contingency Operations Manager, Area Manager, and Account Manager Plans in anticipation of new accounts, to ensure timely staffing through identification of current managers who are to be transferred to new accounts.
- Establishes and implements career development paths for Operations Managers, Area Managers, Account Managers, and Supervisors, working with employees who seek opportunities for advancement.
- Oversees and monitors the technical skills training of employees, ensuring timely and effective record keeping, follow-up, and re-training as required.
- Remains knowledgeable about Union contracts and guidelines, and participates as needed in Union salary issues, grievances, layoffs, and other related matters.
Safety
- Oversees and implements Safety policy, procedures, and communications for all personnel, and monitors the same for impact/effectiveness.
- Provides active leadership in establishing and maintaining a culture of safety, including adherence to company safety practices, establishment of safety review boards, and oversight of safety training.
- Monitors and evaluates all Workers Compensation activities within his/her area of operations, working in conjunction with the corporate Director of HSSE and Director of Risk Management.
Other
- Performs special assignments as needed or as requested by the Senior Director of Operations, Senior Vice President and/or the Vice President, Operations.
- Executes such other responsibilities as determined by the Senior Director of Operations, Senior Vice President and/or the Vice President, Operations.
Position Requirements
- BA/BS degree in Business Management or related field.
- Previous technical knowledge/skills in facilities services industry.
- Previous service industry experience, progressing to a management position.
- Demonstrated problem solving and customer service skills.
- Proven administrative, management, and leadership skills.
- Computer skills.
- Excellent oral and written communication skills.
- Strong customer service skills.
- Flexibility with regard to schedule and ability to travel.
- Minimum of seven to ten years’ experience in the facilities services industry, with at least five years in a management position.
C&W Services
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