Manager, Service Delivery at Cushman & Wakefield in Boston, Massachusetts

Job Description:

Job Title
Manager, Service Delivery



Job Description Summary

The Manager, Service Delivery manages business operations across multiple locations to ensure they align with the organization's overall goals, objectives, and strategies. This position is responsible for oversight of multiple service lines, including:
•\tGMP and non-GMP Facility Maintenance, Planning, Scheduling
•\tGMP and non-GMP Cleaning
•\tShipping and Receiving Logistics, both Regulated and Non-Regulated
•\tUtilities Plant Operations
•\tEvent Planning, Setups, and Logistics


This position has oversight of multiple client locations operating multiple shifts. Up to 10% travel is required, as is 24-7 availability.
Job Description


ESSENTIAL DUTIES and RESPONSIBILITES:
• Oversee recruitment, onboarding, and development: Post, hire, guide, train, and manage lower-level employees, including management and supervisors. Provide leadership and guidance, advice, coaching and direct support where required to deliver best practice selection, training, assessment, and recognition/reward of employees. Ensure each portfolio is staffed by appropriately skilled personnel and teams, taking direct responsibility for the appointment of qualified personnel and effective succession planning.


• Develop and implement strategies: Create and execute training programs, policies, procedures, and standards to improve efficiency and productivity, reduce costs, and increase revenue.


• Analyze and resolve issues: Monitor key performance indicators (KPIs) for budgets, revenue, costs, customer satisfaction, and employee engagement. Also analyze and resolve operational issues.


• Ensure compliance: Responsible for a complete understanding of contractual obligations and compliance with site MSAs, company policies, safety, health, legal and ethical regulations and business laws. Ensure SLA's & KPI's are achieved and aligned with contractual agreements.


• Financials: Strong financial acumen and experience required. Develop and manage budgets, submit invoicing, financial tracking and trending, forecasting, preparing monthly financials, and reporting. Expert navigating Excel.


• Quarterly Business Reviews: Work closely with site leadership to prepare and present Quarterly Business Reviews to clients and stakeholders.


• Relationships: Develop and maintain strong partnerships with key client stakeholders. Ability to develop and maintain a client focused, partnering, and consultative leadership approach. Proficient in building relationships, anticipating client needs, thinking strategically, solutions focused, and be both proactive and reactive as situations and circumstances dictate. Ensure customer focus within all areas of operational activities.


• Teamwork: This position can interact with most everyone in our organization. Have unquestionable integrity, be an active listener, understand the importance of teamwork, dedication, and have a clear sense of urgency and follow thru dealing with any questions or issues that may arise.



Education and Experience:


• Degree in Facilities Management, Finance, or Business Administration
• Life Science knowledge and experience required
• Experience with Human Resource and Performance Management processes
• CMMS/Work Order Management experience
• Proficient in understanding management agreements and contract language
• Ability to identify service delivery and portfolio management improvement opportunities and keen on developing recommendations that highlight the value-added benefit of the outsourcing partnership
• Excellent computer and systems knowledge; Strong literacy in Microsoft Office Suite (MS Word, Excel, PowerPoint). Experience with Kronos, Workday, JDE, Coupa would be a plus


C&W Services is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, protected veteran status or any other characteristic protected by law.


In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com . Please refer to the job title and job location when you contact us.