Head of Facilities Management - Service Provider Side

Role Overview

The Head of the FM department will act as a hands-= on operational leader, responsible for team performance, service delivery standards, commercial oversight, and senior client escalation management.

This role requires a visible, present leader who is comfortable being on-site, embedded with the team, and actively shaping how the function evolves.

• Lead and develop a team of 8-10 Account Managers and Project Coordinators

Drive:

• Ticket completion and service SLAs
• Vendor responsiveness and quality
• Accountability, pace, and execution

Stabilize and mature a growing team by:

• Introducing structure, processes, and clear expectations
• Building supervisory layers over time
• Reducing direct reports as the organization scales

Set a cultural standard where:

• Decisions are made in hours, not days
• Escalations are owned and resolved
• Data and facts drive action

• Serve as the senior escalation point for key client issues
• Oversee delivery across 30+ active accounts, including:
• Mature, long-standing client relationships
• New accounts and test-market launches
• Travel periodically to meet clients (typically a few trips per month, not extensive)
• Ensure consistency and quality of service across a geographically dispersed portfolio

• Act as a subject matter expert alongside sales and growth teams:
• Attend client meetings and presentations
• Provide operational credibility during pursuits and renewals

Own and deeply understand:

• Hourly labor rates
• Margin performance by client and trade
• Rate sheet and rate card development

Establish and optimize rate cards that balance:

• Profitability
• Build, expand, and maintain a nationwide subcontractor network across major trades.

• Use Fexa as the primary FM platform (strongly preferred)
• Exposure to Corrigo, Service Channel, or similar platforms is beneficial
• Strong proficiency in Microsoft Excel and reporting tools
• Partner closely with accounting and ERP teams where integration is currently manual

Identify and implement:

• Automation opportunities
• Workflow improvements
• Operate in a highly data-driven manner:
• Analyze ticket volume, response times, margins, and vendor performance
• Identify trends and proactively improve outcomes

• Multi-site, multi-client FM leadership experience at a national level
• Background with a facilities services provider
• Experience supporting dozens of clients simultaneously
• Proven success operating in high-volume, reactive service environments
• Comfortable acting as a senior SME in front of clients and internal sales teams