Position Summary
JOB DESCRIPTION
The Operations Manager is responsible for providing leadership, operational oversight, strategic direction, and innovation across assigned facilities, portfolios, and service delivery teams. The role ensures safe, compliant, efficient, technology-enabled, and client-focused facilities management services while maintaining strong financial controls, contractual compliance, operational reliability, and continuous improvement. The Operations Manager leads Facility Managers and operational teams to achieve service-level expectations, safety standards, financial performance, innovation objectives, and client commitments.
Job Title Operations Manager
Reports To Regional Director / Director of Operations
Direct Reports Facility Managers, Maintenance Team Leads, technicians, security personnel, and contractors as assigned
Primary Accountability Contract management, operational performance, safety compliance, client satisfaction, contract compliance, financial results, innovation, and service delivery across assigned portfolios
Leadership and Team Management
- Lead and support Facility Managers, Maintenance Team Leads, technicians, security personnel, and contractors.
- Hold weekly operational discussions to assign work, balance workloads across sites, identify operational roadblocks, and communicate key matters upward to leadership.
- Coach employees on safety, work-order practices, documentation, client service, and contractual requirements.
- Monitor and oversee engagement, training, overtime, staffing capacity, and performance expectations.
- Promote accountability, teamwork, ownership, professionalism, and consistent service delivery across the portfolio.
Operations and Service Delivery
- Review incidents, equipment outages, service interruptions, and after-hours escalations and communicate significant matters to leadership.
- Assist in prioritizing repairs based on safety, tenant impact, operational risk, contractual response times, and funding requirements.
- Monitor work-order backlog, aging tasks, repeat failures, preventive-maintenance compliance, operational costs, and key performance indicators.
- Coordinate planned shutdowns, temporary operating measures, emergency response, and service restoration activities.
- Conduct quarterly site walkthroughs and verify the condition, reliability, and performance of critical building systems.
- Develop and maintain Standard Operating Procedures, Maintenance Operating Procedures, Emergency Operating Procedures, and risk controls.
- Ensure all contractual Key Performance Indicators are achieved as outlined in the contract without fail.
Compliance, Safety, and Environmental Management
- Ensure compliance with health, safety, environmental, fire, life-safety, and applicable building requirements.
- Review incidents, hazards, near misses, inspections, audit findings, and outstanding corrective actions.
- Oversee or verify contractor orientations, hazard assessments, permits, credentials, insurance, WCB status, and safe-work documentation with Facility Managers and the HSE team, as needed.
- Ensure Prime Contractor responsibilities are fulfilled.
- Oversee emergency preparedness, business continuity, training status, and prompt resolution of site issues.
- Ensure asbestos, lead, silica, mould, mercury, ozone-depleting-substance, and other hazardous-material programs are followed.
- Ensure Facility Managers review hazardous-material assessments before maintenance, renovation, or demolition and engage qualified consultants or abatement contractors when required.
- Ensure Facility Managers maintain required inventories, service logs, assessment reports, notifications, and compliance records.
Financial, Contract, and Client Management
- Ensure Facility Managers manage portfolios, service contracts, operating budgets, forecasts, recoverable work, and account margin.
- Interpret and understand the Master Service Agreement, statements of work, roles and responsibilities, service levels, and approval requirements.
- Monitor cost variances and identify savings, efficiency improvements, and appropriate new revenue opportunities within the service contract.
- Ensure Facility Managers follow procurement processes, approval thresholds, and segregation-of-duties requirements.
- Ensure Facility Managers maintain clear communication with clients, tenants, vendors, consultants, and internal technical teams.
- Ensure Facility Managers respond to client requests, complaints, and escalations and verify that corrective actions are completed.
- Ensure Facility Managers attend client, tenant, contract, safety, and operational meetings and document decisions, risks, commitments, and follow-up actions.
Work-Order, Procurement, and Contractor Governance
- Ensure Facility Managers review and approve quotes, scopes of work, purchase requests, and work orders within delegated authority.
- Maintain that Facility Managers follow the required process from quotation and work-order creation through dispatch, progress updates, completion, and verification.
- Ensure Facility Managers review preventive-maintenance schedules, technical submissions, permits, and evidence of completed work.
- Ensure Facility Managers confirm services have been satisfactorily delivered before approving invoices or closing work orders.
- Ensure completed work is accurately documented, recoverable costs are captured, and eligible services are billed.
- Ensure accurate monthly and year end accruals with the coordination of operations and PSC team.
Tenant Communications and Incident Coordination
- Ensure Facility Managers coordinate incident communications and escalate significant operational, safety, environmental, and business-continuity events.
- Prepare or approve tenant notifications for shutdowns, hazards, incidents, construction, testing, and service interruptions.
- Coordinate affected stakeholders during planned and unplanned outages and provide timely status updates through restoration.
- Maintain incident records, action logs, lessons learned, and supporting evidence for client or regulatory review.
Projects and Asset Planning
- Coordinate consultants, contractors, schedules, budgets, permits, shutdowns, and tenant impacts for operational and capital projects.
- Review project scopes, technical requirements, design deliverables, commissioning records, and closeout documentation.
- Track milestones, deficiencies, changes, risks, and corrective actions.
- Identify recurring failures, deferred maintenance, lifecycle risks, and future capital requirements.
Innovation, Technology, and Process Modernization
- Identify, evaluate, and implement innovative solutions that improve service delivery, operational reliability, safety performance, client experience, and cost efficiency.
- Promote the use of technology, data analytics, dashboards, mobile tools, automation, and digital work-order practices to improve visibility, accountability, and decision-making.
- Encourage Facility Managers and site teams to identify process improvements, share lessons learned, and adopt effective practices across the portfolio.
- Support pilot projects and innovation initiatives related to energy efficiency, predictive maintenance, asset reliability, sustainability, tenant communication, and contractor performance.
- Use operational trends, incident data, maintenance history, and client feedback to recommend practical improvements that reduce repeat failures, improve response times, and strengthen compliance.
- Collaborate with internal technical teams, vendors, consultants, and clients to assess emerging tools, building technologies, and service delivery enhancements that align with contract requirements and business objectives.
Reporting, Audits, and Continuous Improvement
- Prepare and review monthly reports, financial ledgers, preventive-maintenance summaries, service-request reports, project updates, and quality-assurance records.
- Track contractual key performance indicators and service-level performance and implement recovery plans when targets are missed.
- Prepare for client, internal, safety, financial, and regulatory audits and provide complete supporting records.
- Analyze trends in failures, costs, incidents, complaints, and work-order performance to identify process improvements.
- Standardize effective practices across sites and monitor whether corrective actions produce sustained results.
Qualifications And Experience
- Post-secondary degree, FMA, RPA, IFMA designation and equivalent experience in Facilities Management, Engineering, Building Operations, Business Administration, or a related field.
- Significant progressive experience in facilities management, building operations, contract management, or technical services leadership.
- Experience managing multi-site portfolios, operational teams, budgets, client relationships, contractors, and service delivery obligations.
- Strong knowledge of building systems, preventive maintenance, health and safety, environmental programs, and regulatory compliance.
- Experience with computerized maintenance management systems, work-order governance, procurement processes, and financial reporting.
- Experience supporting innovation, technology adoption, process improvement, or data-driven operational reporting is considered an asset.
- Valid driver’s license and ability to travel between sites as required.
- Minimum ten years’ working experience in the facility management field to manage large commercial or government facilities.
Core Competencies
✓ Leadership and people development ✓ Financial and contract acumen
✓ Client and stakeholder management ✓ Risk management and safety leadership
✓ Operational excellence ✓ Project and asset planning
✓ Innovation and digital enablement ✓ Data-driven operational improvement
✓ Problem solving and decision making ✓ Continuous improvement and change management
✓ Clear communication and documentation ✓ Accountability and service focus
