The Facility Service Manager is responsible for overseeing day-to-day service operations, managing field technicians and dispatch staff, and ensuring high-quality service delivery across all client accounts. This role blends leadership, operations, customer relations, and financial oversight. The Service Manager reviews and estimates incoming service requests, ensures SLA compliance, manages staffing needs, and drives operational efficiency while maintaining strong client and employee relationships
Operations & Service Delivery
- Oversee all incoming service requests, preventative maintenance, and repair work
- Review and prepare estimates in accordance with client SLAs
- Ensure work orders are scheduled, staffed, and completed on time and within budget
- Conduct daily coordination meetings with the Service Coordinator
- Monitor work order volume, revenue, and productivity metrics
Team Leadership & Development
- Hire, train, coach, and develop service technicians and support staff
- Determine staffing needs and allocate resources per work order
- Set performance goals and provide ongoing feedback
- Identify training opportunities to strengthen technical and leadership skills
- Maintain a safe working environment in compliance with OSHA standards
Client & Financial Management
- Maintain daily communication with active clients
- Build long-term client relationships through proactive engagement
- Ensure service delivery meets contractual SLAs and quality standards
- Track budgets, labor costs, and monthly financial performance
- Increase work order volume from existing clients year over year
Process Improvement
- Develop and implement systems and procedures to improve efficiency
- Review performance data to drive operational and service improvements
- Coordinate with subcontractors and vendors as needed
Results & Performance Expectations
- Maintain strong client satisfaction and long-term relationships
- Achieve targeted increases in service volume from existing clients
- Manage required monthly work order and revenue thresholds
- Foster a positive, high-performing team environment
Requirements
Preferred Qualifications
- 5–8+ years of experience in trade, facilities, or service management
- Experience managing teams of 10+ employees
- Strong knowledge of commercial construction and maintenance trades
- Familiarity with commercial building codes and ADA requirements
- Proficiency in Microsoft Office and construction estimating software
- Bachelor’s degree or equivalent experience preferred
Key Competencies
- Strong judgment and decision-making
- Leadership, delegation, and team motivation
- Planning, organization, and problem-solving
- Excellent written and verbal communication
- Ability to work under pressure and manage multiple priorities
- Professional, flexible, and solutions-oriented mindset
