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Senior Facility Solutions Manager

Senior Facility Solutions Manager

City Wide Facility SolutionsDarien, IL, US
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Senior Facility Solutions Manager

The Senior Facility Solutions Manager (SFSM) oversees the operational success of assigned client service areas while mentoring Facility Solution Managers (FSMs) and Associates (FSAs). This leadership role combines strategic oversight with hands-on field support to ensure exceptional service delivery and client satisfaction.

Client Relationship & Service Management

  • Oversee all facets of assigned client relationships, ensuring retention, growth, and diversification of City Wide building solutions and services.
  • Design and execute customized service strategies and schedules tailored to individual client needs.
  • Negotiate and formalize agreements for additional services, including pricing, staffing, and logistics.
  • Conduct regular quality control inspections to uphold service excellence and client satisfaction.
  • Address client concerns promptly, coordinating with Contractors and Vice President of Operations / Director of Operations / Account Compliance Team Supervisor (ACMTS) to ensure resolution.

Contractor Oversight

  • Monitor Contractor performance and compliance; initiate corrective actions or replacements as needed.
  • Ensure alignment with client expectations and contractual obligations.

    • Team Leadership & Internal Coordination

  • Supervise Account Compliance Manager (ACM) to ensure flawless execution of client strategies and service delivery.
  • Collaborate closely with the ACMTS to ensure seamless execution of client service strategies and compliance initiatives.
  • Assess and fulfill internal and external staffing requirements to meet client demands.
  • Collaborate with Accounting to resolve outstanding client invoices and Contractor payments.

    • Operational Execution

  • Utilize City Wide's CRM for inspections / activities and notes.
  • Schedule non-routine services via Outlook and maintain accurate documentation across BIS, FSM Summary Sheets, and Exhibit A's.
  • Ensure janitorial closets contain properly labeled and up-to-date MSDS sheets for all serviced clients.
  • Promote and monitor supply procurement for client accounts.

    • Senior Engagement & Reporting

  • Identify and report potential new accounts, especially in new construction, to Sales Executives.
  • Train and support Facility Solution Managers and Associates, providing guidance on client onboarding, service execution, and performance standards.
  • Spend a minimum of 4 hours weekly both in the field and in-office with specific Facility Solution Managers and Associates to foster collaboration and alignment.
  • Develop strategies to enhance client retention and NJS with specific Facility Solution Managers and Associates.
  • Provide weekly updates to the DOO on wins, losses, and improvement initiatives.
  • Support internal performance tracking through internal scorecard contributions.

    • Client Feedback & Continuous Improvement

  • Encourage client participation in quality control surveys (VOC's / Google Reviews) and communicate feedback to DOO, ACM, and Contractors.
  • Partner with the Director of Operations and ACM / ACMTS to resolve service deficiencies and monitor corrective action plans.

    • Administrative Duties

  • Maintain current route sheets, key / alarm logs, and monthly planners for each client.
  • Provide coverage for DOOs by attending their scheduled calls and meetings during their absence.
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    Facility Manager • Darien, IL, US

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