Operations Manager, Critical Solutions

Job Title

Operations Manager, Critical Solutions

Responsible for providing operational leadership, process governance, systems support, and technical coordination across Critical Solutions portfolios supporting mission-critical environments, including data centers, telecommunications facilities, healthcare systems, and other high-availability operations. This position reports to the Director of Operations and serves as a strategic operational partner to the Engineering Director, Regional Facilities Managers, Facilities Managers, Assistant Facilities Managers, and Facility Coordinators. The Operations Manager is responsible for supporting operational execution, work order management, vendor proposal reviews, client quotation development, technology adoption, process standardization, reporting, and continuous improvement initiatives across the Critical Solutions platform.

The role requires a strong understanding of mission-critical operations, facility management processes, and the pace required to support complex client environments. This position is accountable for developing and maintaining operational standards, digital playbooks, workflow governance, and best practices that support consistent execution, operational excellence, and scalable growth across Critical Solutions.

• Support Regional Facilities Managers, Facilities Managers, Assistant Facilities Managers, and Facility Coordinators in operational execution, issue resolution, process compliance, and service delivery.
• Serve as a subject matter expert for operational processes, work order management, workflow governance, and service delivery standards.
• Lead the implementation, administration, optimization, reporting, and adoption of work order management systems, CMMS platforms, and other operational technologies.
• Monitor work order activity, aging, completion rates, documentation quality, financial compliance, and service delivery performance across supported portfolios.
• Review operational performance data and develop recommendations to improve efficiency, resource utilization, service levels, and operational consistency.
• Partner closely with the Engineering Director to support vendor proposal reviews, technical recommendations, maintenance planning, capital replacement initiatives, and operational improvements.
• Review vendor proposals, scopes of work, technical recommendations, and supporting documentation for accuracy, completeness, and alignment with operational requirements.
• Support the development of scopes of work, repair recommendations, capital planning initiatives, and client quotations.
• Coordinate proposal reviews and quote development to ensure operational, technical, and financial alignment.
• Support facilities teams with operational problem solving, process improvement initiatives, vendor performance management, and work execution challenges.
• Develop, document, maintain, and continuously improve operational processes, workflows, standards, and best practices across Critical Solutions.
• Lead the creation, maintenance, and governance of digital playbooks, process documentation, training materials, workflow guides, and standard operating procedures.
• Establish governance and accountability around operational standards to ensure consistent adoption and execution across all supported accounts.
• Identify operational gaps, inefficiencies, risks, and process breakdowns and implement scalable solutions that improve performance and consistency.
• Collaborate with Operations, Finance, Procurement, Engineering, Account Leadership, and vendor partners to support business objectives and operational initiatives.
• Support onboarding, training, and ongoing development related to systems, operational processes, work order management, vendor management, and service delivery expectations.
• Communicate and enforce company policies, operational procedures, financial controls, safety requirements, and client-specific processes.
• Promote a culture of accountability, operational excellence, collaboration, continuous improvement, and customer service throughout Critical Solutions.

Demonstrated experience should include:

• Bachelor's degree in Facilities Management, Business Administration, Construction Management, Engineering Technology, Operations Management, or a related field preferred.
• Minimum 7 years of progressive experience in facilities management, operations management, mission-critical environments, technical services, or…