PurposeAs a Site Operations Manager, you will be responsible for leading a motivated and service-minded team with the purpose to ensure that your site runs smoothly every day, with that good-feeling buzz floating through the building. You will plan, organize, and direct 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 and collaborates with direct reports, vendors, and local stakeholders, taking full ownership of the site performance and feel, employee engagement and retention.
Success Criteria- Motivating, engaging, and leading an inclusive team of employees performing critical
- work throughout the site including soft and hard services and vendor management
- Creating clarity of direction, ensuring a clear connection between our OneISS purpose, strategy, and business excellence
- Driving safety, service excellence, and customer experience with cost efficiency as a core principle of operation
- Ensuring 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
- Navigating in a dynamic and fast paced environment while balancing responsibilities of the role, providing oversight and stop gap support for the operational team, and meet deliverables
- Communicating clearly and persuasively to discuss issues and negotiate with key clients, customers, and peers
- Navigating 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
Key Areas of Collaboration and Influence- Communicate effectively with colleagues at multiple accounts and across the company so that information is disseminated effectively
- Participate in project groups and meetings as required to ensure consistent learning and development of self, the team, and the account
- Transforming the account successes into promoting and further development of ISS
Ideal Candidate Experience- Experience leading/managing frontline teams meeting operational SLA's and compliance requirements
- Demonstrates strong skills in: Communication, Decision-making, Leadership, and Problem-solving.
- Demonstrates professional and political aptitude
- Strong computer proficiency skills (Excel, PowerPoint, Word, Outlook, CMMS Systems, BMS systems)
- Experience managing operational budgets and following general accounting principles
- Experience creating Capital Budgets and reporting
- Experience in CMMS software systems and work order management as it pertains to execution of services and coordination of employees involved
- Must have knowledge of basic mathematical concepts to calculate ROI's, create proposals, create cost savings programs, and adhere to operating budgets
Key Accountabilities- Highly visible and the main point of contact for local site employees, key visitors, vendors, key stakeholders, and ISS employees
- Driving a culture of proactivity and contributing in a positive way to the facility operations to effectively prevent or address potential problems Lead, engage, and motivate ISS service lines across hard, soft, and operational services to achieve overall customer success
- Empowering teams to embody the OneISS (one team) methodology of operation by promoting cross skilled training and ways of working
- Advising the client and ISS regional leadership on decisions relating to facilities operations and performance
- Managing all service contracts for the facilities ensuring that contract specification is achieved and that any performance problems, errors, or omissions are remedied expediently
- Ensuring appropriate SLAs are followed relating to the performance of the facility portfolio in your region of responsibility
- Ensuring all health and safety requirements are established and followed by on site staff and sub-contractors
- Driving 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
- Acting 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
- Monitoring and addressing 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
Physical Demands & Work Environment - A valid driver's license may be required for this role, depending on the work site or location, as local travel by car within certain metropolitan areas may be necessary
- Prolonged periods of walking or standing
- Must be able to lift, carry, and place up to 50 pounds at a time
- Must be able to work schedules that include days, nights, weekends, and/or holidays as needed
HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.
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 $98253 - $105000 . Final compensation will be determined based on experience and skills and may vary from the range listed above.
