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Added 10 mins ago
Service Management Analyst
Hydro One Networks Inc
ON · Rexdale, ON
Submit all relevant information to the Telecom Operations Provisioning Group for each new customer service contract as required.
Added 25 mins ago
Cost Control Manager
Aecon
Toronto, ON
Aecon is seeking a Cost Control Manager to join the Urban Transportations Solutions group to support dynamic, transit projects in Canada. We are proud to support projects that are committed…
Added 40 mins ago
AM
Pre-Planning Director
Arbor Memorial Inc.
Victoria, BC
- $50,000 to $130,000 CAD / year
- Full-time
Reporting to the Branch Manager, you will be responsible for promoting and providing funeral and cemetery pre-planning by contacting and meeting clients to pre-arrange their funerals and…
Added 41 mins ago
GT
Analyst, Terminal Services and Standards (Term Opportunity - One Year)
Greater Toronto Airports Authority
Toronto, ON
- Full-time
Meet with Operations and Facility Managers to understand, discuss, and provide feedback on long-term changes within the operation that may affect current services or require amendments to…
Added 41 mins ago
C
Senior Advisor, Operations & Planning (Office of the VP) (People & Culture)
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- Full-time
You have substantial experience (typically 7–10+ years) in a senior advisory, issues/operations manager, or in complex strategic operations role supporting senior management (ie. Senior…
Added 55 mins ago
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Analyst, Payroll (Contract)
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- Contract
At Hudbay, we take learning to a global scale. With long-life operations and exploration opportunities in Canada and Peru, and a world-class growth pipeline in the United States, you will…
Added 55 mins ago
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Inventory Services and Control Manager
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- Full-time
The City of Iqaluit is seeking an experienced Inventory Services & Control Manager to lead procurement, contracting, inventory control, warehouse operations, shipping and receiving, and…
Added 55 mins ago
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Territory Sales Manager - Southern Alberta
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- Full-time
We're looking for a motivated, outgoing, and results-driven Territory Sales Manager to help expand our business throughout Southern Alberta.
Added 55 mins ago
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Manager, Facilities
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- Full-time
The Manager, Facilities Management is the senior site leader responsible for the safe, reliable, compliant, and cost-effective operation of OpenText’s Waterloo real estate portfolio,…
Added 55 mins ago
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- Full-time
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Added 56 mins ago
Deli - Manager Deli 6 MO Contract
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
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The Deli Manager is responsible for the efficient and fiscally responsible operation of the department. The Manager will lead and manage staff to achieve the highest level of customer…
Added 56 mins ago
B
Bilingual Operations Manager (EN/FR)
BGIS
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- Full-time
The Manager, Operations is responsible for operations and budget management, service delivery management, project management, client relationship management, health and safety, and…
Added 56 mins ago
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Added 56 mins ago
Assistant Store Manager
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The Assistant Store Manager works with the Store Manager to organize, plan, and implement strategies in a Sherwin-Williams paint store. This includes supporting all aspects of store…
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Added 1 hour ago
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…grant requirements. Administration includes financial tracking, contract and subaward review, reporting and regulatory compliance. This position serves as the primary point of contact with…
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Director of Condominium Management
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Added 1 hour ago
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Added 1 hour ago
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Added 1 hour ago
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Added 1 hour ago
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BGIS

Bilingual Operations Manager (EN/FR)

Montreal, QC, Canada

Full-time

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Job details

Job type: Full-time
Experience: Minimum of 5 years of facility management work experience
Posting language: English
Posted: Nov 9, 2026

Original job description

SUMMARY

The 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 Development Managers, Team Leads, Facility Services Coordinators and Technicians

KEY DUTIES & RESPONSIBILITIES

People 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.
Responsible for ensuring KPI objectives are met.
Creates, implements and documents service delivery regimes associated with each client account.
Collaborates with relevant concerned parties (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 concerned parties 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 concerned parties 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 concerned parties 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 documentations 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
Minimum of 5 years of facility management work experience
Skilled at contact centre service delivery management
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:

Contact and/or Customer Service Professional accreditation
Certified Facility Manager through International Facility Management Association (IFMA)
Certified Property Manager through Institute of Real Estate Management
Facility Management Administrator Designation through Building Owners and Managers Institute (BOMI)
Real Property Administrator through Building Owners and Managers Institute (BOMI)

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More about this job

Responsibilities

The Operations Manager is responsible for overseeing service delivery, budget management, and client relationships across an assigned portfolio. They provide leadership to team members while ensuring compliance with health, safety, and emergency preparedness standards.

Requirements

Candidates must have a minimum of 5 years of facility management experience and a community college diploma. Strong skills in contact center service delivery, project management, and leadership are required.

Skills

Facility management
Operations management
Budget management
Service delivery management
Project management
Emergency preparedness
Business continuity
People leadership
Performance management
Health and safety compliance
Risk management
Contract management
Communication skills
Negotiation skills
Continuous improvement

Visa sponsorship

Not detected in the job text

Keywords

Operations Manager
Facility Management
Budget Management
Service Delivery
Project Management
Emergency Preparedness
Business Continuity
KPI
Health and Safety
Risk Management
Procurement
Supply Chain
Regulatory Compliance
Leadership
Performance Management
IFMA
BOMI
Contact Centre
Team Development

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