Service Delivery Manager

BGIS is looking for a Service Delivery Manager to join the team in Knoxville, TN and surrounding areas.

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.

Overview

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. Service Delivery Manager 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.

• 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 work orders (Status of the work, Issues/warranty, escalations)
• Correcting information in the system, addresses, phone numbers.
• Adding new vendors and locations to the system.

• 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.

• 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 work orders may need to be managed from start to end.
• Requesting approvals from the client.
• Review of PM work orders and following up with vendors as needed.
• Participating and gathering information for Q ’s

• Client reporting needs as required.

• 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…