Facilities Manager

* Lead the onsite soft services program to ensure consistent delivery across all assigned buildings, campuses, and/or shifts (janitorial, waste, pest control, landscaping, workplace services as applicable).
* Maintain operational readiness through standardized routines (daily/weekly inspections, checklists, shift handoffs, issue escalation, and corrective action tracking).
* Identify recurring issues and performance gaps; implement corrective and preventive actions to improve service reliability, end-user experience, and compliance.
* Support account-wide initiatives including process standardization, service model enhancements, service recovery plans, and site-specific operational projects.
* Ensure timely response and closure of service requests, customer complaints, and service exceptions; validate completion quality prior to closeout.
* Coordinate with Engineering, Security, EHS, and Client Stakeholders to align service delivery, access controls, after-hours coverage, and critical space protocols (as required by the portfolio).
* Manage day-to-day performance of service partners and subcontractors onsite, ensuring adherence to SOW, SLAs, safety requirements, and site procedures.
* Conduct routine and documented inspections (daily/weekly/monthly), validate staffing levels, confirm consumables/restocking, and ensure schedule compliance.
* Establish and run a formal vendor governance cadence:  Weekly operational check-ins (as needed based on service volume)  Monthly performance review with vendor leadership (service quality, staffing, issues, corrective actions)  Quarterly business reviews (QBRs) focused on KPIs, trend analysis, cost drivers, risks, and improvement roadmaps
* Drive vendor accountability through documented performance plans, service recovery actions, and ongoing audit/compliance checks.
* Validate invoices against scope, performance, and contractual requirements; partner with internal teams to resolve billing discrepancies and prevent scope creep.
* Maintain vendor documentation including SOPs, staffing rosters, training records (if applicable), and compliance artifacts.
* Support implementation and ongoing management of the portfolio risk management program, including hazard identification and mitigation tracking.
* Ensure compliance with site safety rules, access procedures, and vendor safety requirements; escalate non-compliance immediately and document corrective actions.
* Follow established escalation and incident reporting procedures for service disruptions, safety events, operational risks, or client-impacting issues.
* Participate in incident response, after-action reviews, and lessons learned, supporting continuous improvement and prevention.
* Deliver a high-touch customer service experience, serving as a visible and responsive facilities point of contact for stakeholders and occupants.
* Proactively manage client expectations through clear communication, follow-through, and transparent status updates on service performance and issues.
* Capture feedback from client sessions (walkthroughs, meetings, surveys) and ensure actions are documented, assigned, tracked, and closed.
* Build credibility and trust through consistent execution, professionalism, and data-backed reporting.
* Actively support teamwork, collaboration, and performance excellence across the onsite team and extended account partners.
* Provide direction to vendors and onsite support resources; reinforce standards, expectations, and accountability.
* Promote a culture of safety, service, responsiveness, and continuous improvement.
* Support training, onboarding, and knowledge transfer practices to reduce single points of failure and improve resilience.
* 3+ years of facilities management and/or vendor management experience (enterprise portfolio experience preferred).
* Demonstrated experience managing performance-based service contracts, SLAs, KPIs, and service recovery actions.
* Strong vendor management capability, including inspection/audit programs, governance cadence, performance reviews, and corrective action tracking.
* Strong written and verbal communication skills; able to deliver clear updates to client stakeholders and internal leadership.
* Strong customer service orientation with the ability to manage expectations and handle escalations professionally.
* Working knowledge of budgeting, invoice validation, and operating within defined financial controls.
* Ability to work independently, prioritize effectively, and maintain organized documentation in a fast-paced environment.
* Proficiency with workplace/service management tools (work order platforms, reporting dashboards, Excel/Google Suite, etc.).
* Degree preferred (or equivalent relevant experience).
* Self-motivated with strong ownership, attention to detail, and follow-through.

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