CBRE | FacilitySource provides an innovative, technology-driven, single-source facility management and support solution to leading brands in retail, banking, logistics, health care and many other sectors. CBRE | FacilitySource maintains the industry's largest and most reliable data repository to provide business intelligence, transparency, flexibility, support and the Elite Network of Service Providers to save money for our clients and get the most out of their facilities, while offering peace of mind. Established in 2005, CBRE | FacilitySource was acquired by CBRE Group, Inc., the largest commercial real estate services and investment firm in the world, in 2018. For more information, visit http://www.facilitysource.com/ .
POSITION SUMMARY: The Senior Program Manager works under the supervision and direction of Director, Service Delivery and holds ultimate responsibility for service fulfillment for multiple clients. The Senior Program Manager is accountable to meet or exceed service level standards and budgeted / targeted costs while adhering to relevant customer- and FacilitySource-specific processes. The Manager will be responsible for every dimension of our services as appropriate: trade, process, information and reporting, and software.
DUTIES & RESPONSIBILITIES: Directly manage a team of service coordinators and trade specialists in delivering all client commitments
Deliver daily / weekly / monthly SLAs Directly manage operating team Indirectly manage other service delivery teams (EMS, Support Center, Exterior, etc) Execute daily / weekly / monthly management processes in adherence with internal and customer-specific guidelines Work order management, follow-up and resolution Open items tracker Quote submission Scheduled services QA Other as appropriate, defined in the future, or required FMP usage, maintenance, reporting, follow-up Reporting
Directly manages special customer projects from inception to completion. Act as primary point of contact for service deliver and for client's staff Handle escalations and problems, ideally before customer asks Work with Account Director to identify and pursue opportunities for additional client revenue. Work with Account Director to enhance client relationship(s) and to deliver periodic reporting and assessments Work with Account Director to track (daily, weekly, and) monthly performance against service level and financial targets and against account plans
Professional background to include some combination of:
project management account management facilities management or facilities maintenance relevant trade knowledge team management budget management
Demonstrates professional verbal and written communication skills. Knowledge of customer service principles and practices. Proficiency with MS Office (Outlook, Excel, Word) and business applications, including data manipulation and extract tools.
Some college course work or bachelor degree is preferred.
EDUCATION & EXPERIENCE:
High School Diploma or GED
Bachelor's Degree Preferred
3 plus years of experience as a Client Program Manager
Experience managing others preferred
SKILLS & QUALIFICATIONS
Proven management skills centered around communication, organization, strategic planning and executing on deliverables. Ability to improve job costs through negotiation with vendors. Ability to conduct research to ensure accuracy of all estimates. Ability to recognize cost-saving opportunities and provide alternate options when needed. Energy Management Systems knowledge and principles. Detail oriented with the ability to manage multi task large volumes of work. High degree of maturity, being conscientious and ethical.
EDUCATION & EXPERIENCE
Four year degree in related field and/or 8 + years' work related experience. Three to Five years management experience. Experience utilizing CMMS (Computerized Maintenance Management Systems) preferred. Previous experience in managing facilities processes and data analysis.
Internal Number: 19010308
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.