Service Delivery Lead

BGIS is looking for a Service Delivery Lead to join the team in Remote, US.

BGIS is a leading provider of integrated real estate management services, including facilities management, project management, energy & sustainability services, strategic workplace consulting, real estate services and capital planning. Its range of solutions, supported by efficient systems, processes, and people, enables it to create and optimize places that work for its clients. The team is dedicated to inspiring better business performance and helping clients focus on their core businesses.

Under general direction and guidance from the Regional Manager this role will be responsible for management of the day-to-day Retail Services team operations. The Service Delivery Lead is accountable for day-to-day operations, vendor management and service management for the client(s) they support, as well as, data verification, reporting and analysis; and assists in the review, development and implementation of related processes and initiatives.

KEY DUTIES AND RESPONSIBILITES 

Facility Management

• Generate and dispatch service request work orders to vendors as per established process. 
• Review Priority works orders – communicate and follow up on priority orders to vendors and ensure they are addressed in a timely manner to meet KPI requirements.
• Review Work Orders – ensure that all work orders dispatched to the FM are closed out or reassigned to technician or vendor.
• Perform inspection of work orders closed by vendors and ensure complete/accurate closeout details are provided (e.g. cost, work completed, equipment tag #).
• Run report on open work orders and checks status with the appropriate vendors.
• Update WO statuses if verified to be completed or resolved during follow up. 
• Respond to vendor inquiries regarding workorder related issues.
• Respond to Client inquiries regarding current or past workorders (Status of the work, Issues/warranty, escalations)
• Correcting information in the system, addresses, phone numbers.
• Adding new vendors and locations to the system.

Finance

• Review and resolve invoice referrals/escalations.
• Review and resolve invoicing errors.
• Review and approve billing for tech services.
• Review and approval of invoices for payment (Oracle).
• Respond to vendor inquiries regarding invoicing-related matters.

Client/Service Management

• Make and receive calls/emails from the vendors and clients for follow ups on workorder status, creation or cancellation.
• Act as main point of contact, between the client and all other parties, technicians that reach out for approvals, questions and issues, vendors that need further information or approvals.
• Primary escalation point for taking care of any issues regarding service.
• Involvement in specific Emergency workorders may need to be managed from start to end.
• Requesting approvals from the client.
• Review of PM workorders and following up with vendors as needed.
• Participating and gathering information for QBR’s

Reporting

• Client reporting needs as required.

Quality Compliance

• Execute quality & compliance team activities that support the quality compliance contractual obligations.
• Interface with BGIS management and client management to identify applicable regulatory and compliance requirements and ensure accurate understanding of those requirements between BGIS and the client.
• With guidance, assist in the review of related processes by conducting compliance process capability studies to identify, improve and correct process inefficiencies and inaccuracies; review process documentations and speak with relevant stakeholders to understand and identify process improvement opportunities.
• Provide input for planning, development, execution and improvement of compliance-related processes and programs.
• Assist in the implementation of compliance-related processes through activities such as coordination of process implementation with relevant stakeholders, process documentation, providing contents to presentations, etc.
• Identify any quality, compliance and contractual issues and communicate them to the appropriate BGIS and customer management teams. Work with those teams to resolve any identified issues.
• Comply with all company policies and procedures and adhere to company standards.
• Other duties as assigned

KNOWLEDGE AND SKILLS

• 3-5 Years of Relevant experience in Facility Management or Vendor Management
• Demonstrated organizational, project planning and management skills
• Technical writing skills
• Good writing and verbal communication skills
• Good training and presentation skills
• Strong analytical and problem-solving skills
• Ability to develop, analyze and understand complex processes
• Sound judgment skills based on observation of objective evidence
• Ability to perform with minimum direct supervision
• Understanding of compliance requirements of relevant external organizations
• Strong proficiency in MS Excel, PowerPoint and Word, Power BI

Visit us online at https://www.bgis.com/us/careers/for more information.

Our company culture includes a robust mix of sound business practices and employee initiatives that promote personal and professional development, work/life balance, health and wellness and community involvement.

The salary range for this exempt position in the US is $65,000-70,000.00.

The Company is an equal opportunity employer. We believe every employee has the right to work in surroundings that are free from all forms of unlawful discrimination. We are committed to providing equal employment opportunity to all employees and applicants without regard to race, color, religion, gender, national origin, age, disability, ancestry, creed, marital status, sexual orientation, or Veteran or military status, genetic information or any other basis prohibited by local, state or federal law in the relevant jurisdiction. This policy applies to all terms and conditions of employment including, but not limited to employment, advancement, assignment, and training.

BGIS is committed to strengthening our diversity through recruiting and retaining minority and women professionals from all backgrounds. Our commitment is consistent with our recognition that it is the outstanding people within BGIS who the source of our strength has always been. We recognize that promoting diversity is an integral component of our continuing quest for organizational excellence.

This commitment to Equal Employment Opportunity is made equally as a social responsibility and as an economic and business necessity.

Anyone with questions or concerns regarding Equal Employment Opportunity should contact their direct supervisor or the Human Resources Department without fear of retaliation of any kind.

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