Job DescriptionSUMMARY The Technical 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.
At this position level, the individual is responsible for:
- 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 Leads, Facility Services Coordinators, Account Managers and Technicians.
KEY DUTIES & RESPONSIBILITIESPeople Leadership Demonstrates strong, competent leadership for team members to guide them in reaching their full potential and meeting their objectives, which supports achievement of our corporate goals. Specifically, these responsibilities include but not limited to:
- Full involvement with recruiting talent.
- Provides mentoring, coaching and guidance to all team members.
- Objectively recommends compensation adjustments.
- Manages all aspects of performance.
For the assigned portfolio: Portfolio Management - Manages service delivery to a portfolio of client accounts or a single client account of sufficient magnitude and/or complexity.
- As an HVAC Subject matter expert, supports account teams and clients.
- Responsible for ensuring KPI objectives are met.
- Creates, implements and documents service delivery regimes associated with each client account.
- Collaborates with relevant stakeholders (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 stakeholders to optimize assigned portfolio and continuously create value for the client.
Service Delivery Management - 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.
Client Relationship Management - Develops and maintains effective relationships with clients. Ensures ongoing client satisfaction.
- Acts as the focal point of escalation for issues pertaining to service delivery.
Risk Management, Emergency Preparedness and Business Continuity Planning and Execution - Develops and executes emergency preparedness, risk management, disaster recovery and business continuity plans.
- Collaborates with relevant stakeholders on incident management-related requirements.
Health, Safety, Environment & Security - 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.
Project Management (including Client Transitions & Technology Implementations/Upgrades) - 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 stakeholders to ensure projects are delivered with minimum disruptions to service delivery.
Budget Development & Management - 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.
Regulatory Compliance - Ensures all regulatory compliance requirements have been performed, and all related documentation are created and maintained.
Procurement - 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.
KNOWLEDGE & SKILLS - Community college diploma, Trade School, or technical bachelor's degree.
- Minimum of 10 years of direct HVAC work experience.
- Skilled at managing service delivery and meeting client obligations.
- Skilled at emergency preparedness and business continuity planning and execution.
- Intermediate budget management abilities.
- Well-developed communication, influence, persuasion and negotiation skills.
- Superior written communication skills.
- Skilled at client relationship management.
- Developed and demonstrated people leadership skills.
- High degree of client service orientation and sense of urgency.
- Skilled at delivering projects.
- Solid level knowledge of health and safety requirements. Possesses a high degree of safety mindset.
- Possesses a continuous improvement and quality mindset and seeks to continuously improve processes and incorporate best practices where applicable.
- Maintains current knowledge of contact centre service services best practices.
- Solid level knowledge of building management from the perspective of responding to repair requests.
Licenses and/or Professional Accreditation One or more of the following - preferred:
- Refrigeration and Air Conditioning Systems Mechanic - 313A (Commercial/Industrial)
- Project Management Professional (PMP)
This is a regular, full-time position with a salary range of $96,322 - $120,402 per annum. The starting salary will be based on the successful candidate's competencies, including but not limited to experience, education and performance related to this role.
