Service Manager

Strategic HR Business Partner | People & Culture Leader | Rotman MBA ‘27 Candidate | CHRP Candidate | Aligning People & Business Strategy for Growth

The Service Manager is responsible for the compliance and coordination of all service work while working closely with the Operations Manager to improve performance, productivity, efficiency and profitability through the implementation of best operational practices. The Service Manager is responsible for supporting the Maintain It department, managing quality assurance programs, strategizing process improvements and ultimately responsible for maintaining and increasing the efficiency of the business.

REPORTING RELATIONSHIPS

The Service Manager reports directly to the Operations Manager and is required to interface closely with all employees, sub-trades, vendors and suppliers.

CORE RESPONSIBILITIES

• Work Order Management: Efficiently organizing, scheduling, and dispatching client work orders to internal technicians and external subtrades.
• Subtrade & Vendor Management: Sourcing, coordinating, and managing all subtrade engagement, including securing competitive pricing and ensuring clear scope-of-work agreements.
• Client Communication: Serving as the primary communication point, providing proactive and timely updates, and ensuring effective coordination between clients and internal teams.
• Reporting: Compiling and submitting professional Installation/Completion Reports to clients with all necessary documentation.
• Process Improvement: Establish, maintain, and continuously improve departmental processes and standard operating procedures (SOPs).
• Contract Documentation: Managing and maintaining contract documentation for various company agreements, including service agreements for subcontractors.
• Financial Oversight: Pricing completed work orders and supporting budgeting and quoting functions.
• Accounting Support: Monitoring Accounts Receivable (AR) and Accounts Payable (AP) processes to provide essential support to the accounting function.
• System Management: Monitoring and promoting the effective use of our accounting software (Spectrum) across the organization.
• Budgeting & Quoting: Preparing detailed and accurate estimates for material, labour, equipment, and subcontracts, including PMA proposals.
• Quality Control (QC): Performing site checks post work orders to identify and verify quality control items.

REQUIRED QUALIFICATIONS

• Client Focus: Must be a natural client-facing person with demonstrated experience in professional customer interaction and relationship management.
• Communication Excellence: Possesses great communication skills (both written and verbal) necessary to lead a team, negotiate with vendors, and clearly convey complex project details to clients.
• Technical Adaptability: A strong willingness and aptitude to learn and master new technology and systems (e.g., our Spectrum software) to drive process efficiency.
• Industry Knowledge: Requires a basic understanding of construction and maintenance practices with relevant industry experience.
• Operational Experience: Demonstrated experience in an operational management, logistics, or coordination role.
• Financial Acumen: Experience with pricing, budgeting, estimating, and providing support for AR/AP functions.

WORKING ENVIRONMENT

• Pace & Adaptability: Must be comfortable and thrive in a fast-paced, dynamic environment where priorities can shift quickly.
• Scheduling Flexibility: Some after-hours communications will be required to coordinate with our crews who often work evenings and weekends.

MEASUREMENTS OF PERFORMANCE

• The quality of work produced as measured by errors, rework and complaints.
• Ability to communicate effectively with customers, suppliers and staff.
• The accuracy and state of organization of all records kept.
• The degree of compliance with the required regulations and standards.
• Ability to build a capable and competent team and provide technical guidance to others and resolve problems as a team.
• Ability to lead, motivate and inspire others to get the job done on time and within budget.
• The level of support to the management team in the areas requested.
li>Ability to develop, implement and document best practices in the areas under your control in the organization.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service
• Construction, Repair and Maintenance, and Facilities Services

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