Senior Lead of Operations

Overview

The Senior Lead of Operations is accountable for providing optimal customer relations and facility management for the assigned facility in a cost-effective manner. Reports directly to ABM Vice President. Also responsible for overall contract customer satisfaction, service delivery levels and financial performance to ensure they meet or exceed contract scope, terms, and conditions.

• Ensures optimal customer relations by maintaining constant communications with customer. Provides high quality operations and maintenance service to assure proper performance of engineered equipment and building systems, has integrated facility service experience to include managing, maintenance, and custodial services.
• Acts as primary liaison with all customer departments, actively ensuring that service is prompt, responsive, effective and that inter- departmental concerns are addressed and resolved.
• Provides regular monthly written status reports to customer and ABM management. Presents status and or performance reports as necessary to keep customer management conversant with atypical occurrences, unusual staffing challenges, potential building related interruptions, etc.
• Assists and prepares, recommends, and administers with assistance from Facility Managers, the annual facility budget. Reports exceptions to customer and ABM management and adjusts budget as necessary.
• Complies with customer and ABM corporate policies (personnel, accounting, technical service, safety and health, ethical conduct, etc.) communicates to subordinates and ensures subordinate compliance.
• Ensures that federal, state and local regulatory requirements are met including DER, OSHA, FLSA, EEO, ADA, etc. Schedules and coordinates over-all work priorities.
• Recommends what work should be performed in-house and what work should be subcontracted; consults with ABM corporate and/or external technical resources when making decisions on major changes.
• Ensures that reactive and preventive maintenance activities are appropriately balanced; monitors current and deferred maintenance backlogs; adjusts priorities and/or resources as needed and ensures that deferred maintenance is adequately documented.
• Utilizes maximum capabilities of Computerized Maintenance Management System (CMMS) or customer provided work order control system.
• Develops and/or approves facility quality standards. Reviews completed work regularly and ensures that quality standards are met or exceeded to the satisfaction of the customer.
• Negotiates major service contracts (e.g. snow removal, window washing, janitorial, landscaping, etc.); reviews and approves smaller service contracts delegated to subordinates; consults with corporate technical and other staff as appropriate.
• Develops and negotiates minor construction projects as assigned.
• Manages purchasing program; approves major purchases; audits purchasing delegated to subordinates.
• Designs and implements administrative systems where ABM or customer standard systems do not exist or must be extensively modified.
• Ensures through subordinate managers that staff receives adequate technical, administrative, and other training; participates in training of direct subordinates and supervisors.
• Manages staff in accordance with ABM employee relations philosophy and policies; hires, terminates, recommends salary changes, conducts performance appraisals, counsels, and disciplines as necessary; communicates and administers ABM personnel policies.

• Bachelor’s Degree in mechanical engineering or comparable experience required.
• Certified Facility Manager or Real Property.
• Administrator certifications desirable for specific assignments.
• Demonstrated customer service orientation and skills.
• Previously managed a department with multiple building and sites.
• Has had full budget financial responsibility for a large department.
• Has directly managed an integrated facilities model that includes maintenance and custodial.
• Working knowledge of two or more of the mechanical, electrical, general building maintenance or building construction. Where there is not a working knowledge, a demonstrated aptitude is required.
• Demonstrated expertise…