Description
Service Manager (Durham Region)
FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.
Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.
Experience being part of a high-performing team with a fulfilling career in property management with FirstService Residential.
FirstService Residential is seeking a proactive, people-focused Service Manager to lead operations across an assigned portfolio of condominium properties. This field-based leadership role oversees Front Desk, Housekeeping and Superintendent services, builds strong relationships with Property Managers, and supports engaged, high-performing teams. The successful candidate is organized, approachable and confident in taking ownership of service challenges and seeing solutions through.
Duties & Responsibilities
The duties below are representative of the position. Specific responsibilities may vary based on portfolio needs.
Operations & Portfolio Management
- Oversee service delivery across assigned properties, ensuring contract requirements, Standard Operating Procedures (SOPs) and site-specific Standing Orders are followed.
- Maintain a consistent field presence through property visits, inspections and quality assurance reviews; address deficiencies and confirm follow-up.
- Identify operational risks, prioritize competing site needs and support property start-ups, takeovers and service transitions.
- Maintain operational readiness, including staffing, required documentation, supplies and equipment.
Client Relationship Management
- Build and maintain positive, trusted relationships with Property Managers and other client representatives.
- Communicate proactively about service performance, staffing changes, concerns and improvement plans.
- Respond to client feedback promptly, resolve issues professionally and follow through on commitments.
Associate Management
- Lead, coach and support Front Desk, Housekeeping and Superintendent associates; promote accountability, engagement and professional development.
- Support recruitment, onboarding, performance management and retention in partnership with Recruitment and Human Resources.
- Anticipate staffing needs and coordinate scheduling, coverage and cross-training to support consistent service.
- Oversee attendance, timekeeping, payroll approvals and responsible use of overtime and relief coverage.
Training, Quality Assurance & Compliance
- Ensure associates receive appropriate orientation, site-specific training and ongoing coaching, with required records maintained.
- Monitor service quality and compliance with company policies, health and safety requirements and established procedures.
- Complete required inspections, audits and follow-up actions; work with Human Resources on associate matters within assigned responsibilities.
Communication & Incident Response
- Respond to operational issues and incidents, ensure appropriate documentation and timely escalation of significant concerns.
- Maintain accurate field activity reports and communicate portfolio priorities, risks and progress to the Director, Operations.
- Collaborate with internal support teams to resolve issues and improve service delivery.
Additional Duties & Responsibilities
- Uphold FirstService Residential Mission, Values, Global Service Standards and professional conduct expectations.
- Participate in meetings, training and operational improvement initiatives; perform other related duties as assigned.
- Provide temporary shift support when qualified and operationally required.
Supervisory Responsibility
- Front Desk, Housekeeping and Superintendent associates assigned to the portfolio.
Education & Experience
- Three (3) or more years of relevant leadership experience in hospitality, facilities, property operations or another service-oriented environment, including employee supervision.
- Experience coordinating staffing, service quality and client relationships; multi-site management experience is an asset.
- Condominium or residential property service experience is preferred, but not required.
Skills & Qualifications
- Strong interpersonal skills, client service orientation and clear verbal and written communication.
- Sound judgement, initiative, organization, problem-solving and dependable follow-through.
- Ability to coach teams, navigate challenging conversations and manage multiple priorities.
- Comfort with Microsoft Outlook, Word and Excel and willingness to learn scheduling, payroll and quality assurance systems.
Travel
Frequent travel to assigned properties and site offices is required.
Physical Requirements / Working Environment
This field-based role involves regular visits to condominium properties, walking and standing during inspections, and routine computer and phone use. Flexibility to respond to operational needs outside regular business hours, including evenings and weekends, may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Compensation
Compensation for this role is $50,000 to $65,000 + car allowance and benefits.
Disclaimer
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.
FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, colour, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.
FirstService Residential welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the hiring and selection process.
In accordance with Ontario’s Employment Standards Act (ESA) requirements, we confirm that this job posting is for an existing position within our organization.
INDHON
Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.
Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.
Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel national_recruiting@fsresidential.com.
Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at national_recruiting@fsresidential.com; we will respond in accordance with Local Law 144, within 30 days.
