Service Delivery Manager
- Red Deer, AB, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Experience
- 1 to 3 years of facility management work experience; or 3 to 5 years of facility-related work experience
- Posting language
- English
- Posted
Original job description
Summary
JOB DESCRIPTION
The Service Delivery Manager will have operational expertise and day-to-day accountability for the delivery of subcontracted services, ensuring the services are delivered according to the direction and requirements of the Account Lead. They are responsible for quality assurance, service delivery performance, continuous improvement, customer satisfaction, reporting, compliance, and operational excellence.
Key Duties & Responsibilities
For the assigned portfolio:
Subcontractor & Vendor Performance Management
Preference given to completion or progress towards one or more of the following
JOB DESCRIPTION
The Service Delivery Manager will have operational expertise and day-to-day accountability for the delivery of subcontracted services, ensuring the services are delivered according to the direction and requirements of the Account Lead. They are responsible for quality assurance, service delivery performance, continuous improvement, customer satisfaction, reporting, compliance, and operational excellence.
Key Duties & Responsibilities
For the assigned portfolio:
Subcontractor & Vendor Performance Management
- Monitors vendor and subcontractor compliance with contractual obligations.
- Conducts performance assessments and vendor scorecard reviews.
- Collaborates with operations and procurement teams to address performance concerns.
- Tracks vendor corrective actions and quality improvement plans.
- Supports vendor qualification and ongoing performance monitoring processes.
- Develops, implements, and maintains quality assurance and performance management programs.
- Conducts routine quality inspections, audits, assessments, and service evaluations.
- Maintains quality standards, procedures, and operational documentation.
- Identifies service deficiencies and implements corrective and preventive action plans.
- Leads root cause analysis activities and tracks resolution of non-conformance issues.
- Supports ISO-based quality management standards and continuous improvement initiatives.
- Establishes and administers quality scorecards and reporting frameworks.
- Monitors performance against contractual requirements, service level agreements (SLAs), and key performance indicators (KPIs).
- Reviews operational results and identifies opportunities to improve service delivery.
- Collaborates with operations teams to ensure quality standards are maintained.
- Supports service reviews and performance evaluation meetings with clients.
- Ensures service providers and subcontractors meet performance expectations.
- Assists in the resolution of operational issues and service escalations.
- Identifies operational improvement opportunities and efficiency initiatives.
- Leads continuous improvement projects focused on quality, customer experience, cost reduction, and productivity enhancement.
- Implements best practices and performance improvement methodologies.
- Supports innovation initiatives related to service delivery and facility operations.
- Promotes a culture of accountability, quality, and operational excellence.
- Develops and maintains positive working relationships with clients and stakeholders.
- Participates in client meetings and quality review sessions.
- Investigates and responds to service complaints and customer concerns.
- Tracks customer satisfaction metrics and develops improvement strategies.
- Supports client retention through delivery of high-quality service outcomes.
- Participates in implementation of new programs, services, and operational changes.
- Supports transition and mobilization activities for new contracts or service expansions.
- Assists in the development and monitoring of project quality plans.
- Conducts post-implementation reviews and lessons-learned sessions.
- Community college diploma
- 1 to 3 years of facility management work experience; or 3 to 5 years of facility-related work experience
- Facility operations and maintenance management abilities
- Proficiency with facility equipment and building systems
- Service delivery management abilities
- Budget management abilities
- Ability to influence, persuade and negotiate to achieve desired outcome
- Client relationship management abilities
- Ability to engage a team of individuals
- Vendor management abilities
- High degree of client service orientation and sense of urgency
- Project management abilities
- Emergency preparedness and business continuity planning and execution abilities
- Possesses a sustainability mindset and seeks to incorporate sustainable practices within assigned portfolio where possible
- 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 and developing ability to implement facility management services best practices.
- Knowledge of current building standards, code and legislative requirements
Preference given to completion or progress towards one or more of the following
- 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)
More about this job
Responsibilities
Oversee subcontracted service delivery, vendor performance, quality assurance, compliance, and results against contractual requirements, SLAs, and KPIs. Build client relationships, resolve service issues, and lead continuous improvement and project support initiatives to improve quality, customer satisfaction, and operational performance.
Requirements
Requires a community college diploma and either 1–3 years of facility management experience or 3–5 years of facility-related experience. Candidates should have facility operations, vendor, client, budget, and project management abilities, knowledge of building systems, safety and legislative requirements, and a continuous improvement mindset; relevant facility management credentials are preferred.
Skills
- Vendor Management
- Quality Assurance
- Service Delivery Management
- Continuous Improvement
- Facility Operations
- Maintenance Management
- Budget Management
- Project Management
- SLA And KPI Monitoring
- Root Cause Analysis
- Health And Safety
- Emergency Preparedness
- Business Continuity Planning
- Sustainability
Visa sponsorship
Not detected in the job text
Categories
- Management & Leadership
- Customer Service & Support
- Trades
- Security & Safety
- Environmental & Sustainability
Keywords
- Facility Management
- Facility Operations
- Building Systems
- Maintenance Management
- Service Delivery
- Subcontractor Management
- Vendor Scorecards
- Contractual Compliance
- Quality Assurance
- Quality Management
- Service Level Agreements
- Key Performance Indicators
- Corrective And Preventive Actions
- Root Cause Analysis
- Non-Conformance Management
- ISO-Based Quality Management
- Continuous Improvement
- Customer Satisfaction
- Project Quality Plans
- Contract Mobilization
- Health And Safety
- Emergency Preparedness
- Business Continuity Planning
- Sustainability
- Building Codes
- Facility Management Administrator
- Certified Facility Manager
- Certified Property Manager
- Real Property Administrator