Manager, Service Delivery

Job Title Manager, Service Delivery Job Description Summary The Manager of Service Delivery is responsible for overseeing day to day operations across assigned facilities or campus environments, ensuring all services—including custodial, engineering, life-safety, site services, and general maintenance—are delivered in alignment with C&W Services standards and client expectations. This role provides leadership in facilities operations, staff management, vendor oversight, financial stewardship, and continuous service improvement. The Manager ensures all maintenance and janitorial programs are executed effectively, responds promptly to tenant and occupant needs, and maintains a comprehensive set of site-specific documentation and compliance records. This position manages contracts, reviews budgets, leads annual planning processes, and contributes to long term capital and improvement strategies. The Manager also collects and analyzes operational data to evaluate service delivery performance and identify cost reduction opportunities. Serving as the primary liaison between clients, vendors, and internal teams, the Manager of Service Delivery builds strong relationships, enforces compliance with safety and insurance requirements, and upholds all terms of the management agreement. The role includes hiring, training, and motivating facility personnel while fostering a collaborative, high performing team culture. With strong technical proficiency, financial acumen, and leadership capability, the Manager ensures facilities are maintained to high standards and that service outcomes consistently meet defined Service Level Agreements.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES • Ensure the day-to-day operations of the facility(ies) or campus, including custodial, life-safety, engineering, site services, and general maintenance, are implemented and carried out in a manner consistent with C&W policies and client directives • Manage all contracts to ensure they are reviewed on a regular basis and are bid out as required; verify that invoices match contract pricing • Supervise all maintenance programs relating to the interior and exterior conditions and appearance of the properties • Respond positively and promptly to requests from building tenants and occupants. Oversee the implementation of ongoing contract programs to constantly assess tenant and occupant needs and to ensure problems are being solved promptly to the mutual benefit of the tenant, client, and the properties in accordance with contract scope and Service Level Agreements (SLA’s) • Ensure that all site-specific documentation and reports are completed accurately and on time, including (and as applicable): Property Information Book, Site Operating Manual, Emergency Procedures Manual, IIPP Manual, Local Code Compliance Log, ADA Compliance Log, OSHA Log, Safety Meeting Log, Elevator Logs, Janitorial Log, Purchase Order Log, Vendor Certificates of Insurance, As-built Drawings, IIPP Manual, Paid Invoices File, General Files, Contract Files, Annual Property Conditions and Year-end Performance Report, and other reports and documentation, as required • Prepare, review, and give initial approval and as needed all budgets, financial reports (monthly and quarterly), contracts, expenditures and purchase orders related to the facility(ies) or complex. • Coordinate the preparation and publication of the annual budget, quarterly reforecast, and business plans • Assist in the development of capital budgets for the property. This includes contributions towards a five-year plan of maintenance, facility improvement, and cost reduction initiatives • Collect, analyze and report statistical data as may be required to provide accurate and current assessment of facility management objectives • Hire, train and motivate facility personnel. Maintain positive staff relations. Conduct or approve performance evaluations for staff • Thoroughly familiar with the