Operations Manager, Critical Environments Back to Job Postings

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Job Location
Toronto, Ontario
Posting active until
October 16, 2017

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Job Description


The Operations Manager is responsible for operations and budget management, service delivery management, project management, client relationship management, health and safety, and emergency preparedness and business continuity for assigned mission critical facilities. Given the risk associated with mission critical facilities, adherence to established processes and risk management practices is important in order to ensure the reliability of operations and achievement of facility uptime objectives. The Operations Manager is responsible for overseeing the execution of activities performed by Technicians and third party contractors to ensure that work is performed in accordance to established mission critical facility processes and procedures and is in compliant with all internal and external requirements including but not limited to mechanical, electrical, environmental, health and safety, fire protection and risk management. In addition to people leadership responsibilities, the Operations Manager also delivers preventative and corrective maintenance as well as routine and on-demand services.


For the assigned portfolio:

Portfolio Management

Manages service delivery to a portfolio of client accounts or a single client account of sufficient magnitude and/or complexity.
Responsible for ensuring KPI objectives are met.
Oversees the proper application and execution of mission critical-specific processes and risk management practices to achieve or exceed facility uptime objectives and mitigate risks
Creates, implements and documents service delivery regimes associated with each client account.
Collaborates with relevant stakeholders (internal and external) on service delivery including the management of all escalated issues
Oversees the implementation of service delivery program changes as required.
Oversees service delivery activities and performance of internal Team Members. Ensures work is completed on time, safely and meet quality requirements.
Continuously seeks ways to gain greater efficiencies through activities such as recommending and implementing best practices, collaborating with internal teams to implement sustainable practices and improvement initiatives, utilizing internal Technicians wherever possible, etc.
Collaborates with relevant stakeholders to optimize assigned portfolio and continuously create value for the client.
Service Delivery Management

Responsible for meeting contractual service delivery obligations for each designated client environment
Resolves problems and/or conflicts and maintains open communication with the client account team and specific clients including providing regular written and oral reports to in response to escalations
Recommends solutions and implements appropriate actions for issues
Monitors service delivery performance against established metrics/key performance indicators. Identifies gaps, develops and executes corrective action plans to ensure all objectives are met.
Monitors service delivery to ensure within agreed upon scope and escalates to senior management, where required.
Provides on-call coverage to front-line team which requires open availability
Continuously seeks ways to gain greater efficiencies through activities such as recommending and implementing best practices, collaborating with internal teams to implement sustainable practices and improvement initiatives
People Leadership

Responsible for employee-oriented activities including but not limited to employee engagement, training and development, performance management, hiring and retention, compensation recommendations
Client Relationship Management

Develops and maintains effective relationships with clients. Ensures ongoing client satisfaction.
Acts as the focal point of escalation for issues pertaining to service delivery.
Risk Management, Emergency Preparedness and Business Continuity Planning and Execution

Develops and executes emergency preparedness, risk management, disaster recovery and business continuity plans
Collaborates with relevant stakeholders on incident management-related requirements
Health, Safety, Environment & Security

Acts as the focal point of contact and collaborates with Environmental, Health, Safety and Security Team to ensure ongoing compliance with all health and safety related legislation and requirements.
Monitors and is responsible for the safe delivery of all work performed within office and remote locations.
Project Management (including Client Transitions & Technology Implementations/Upgrades)

Develops and executes project plans for assigned projects.
Oversees project delivery; and/or
Participates as a member of the Operations Centre team in large company-wide projects.
Liaises with relevant stakeholders to ensure projects are delivered with minimum disruptions to service delivery.
Budget Development & Management

Responsible for meeting budget for assigned service delivery team.
Liaises with relevant operations team members and Finance team for reports to monitor expenses.
Reviews and approves expenditures.
Regulatory Compliance

Ensures all regulatory compliance requirements have been performed and all related documentations are created and maintained

Collaborates with Procurement and Supply Chain Administration teams to source and qualify vendors, source and procure goods and services used by the internal teams in the performance of duties.
Ensures the availability of an adequate inventory of tools and other supplies to operate the facilities.
Work requirements

Must be available for on-call 24/7 and to respond to emergencies
Must be able and willing to drive to and perform work at multiple sites

MINIMUM EDUCATION: Community college diploma or equivalent training (e.g. RPA, CET)

JOB-RELATED EXPERIENCE: More than five years up to ten years

Knowledge & Skills

Community college diploma
Minimum of 5 years of Critical facility management work experience
Skilled at contact centre service delivery management
Skilled at managing service delivery and meeting client obligations
Skilled at emergency preparedness and business continuity planning and execution
Intermediate budget management abilities
Well-developed communication, influence, persuasion and negotiation skills
Superior written communication skills
Skilled at client relationship management
Developed and demonstrated people leadership skills
High degree of client service orientation and sense of urgency
Skilled at delivering projects
Solid level knowledge of health and safety requirements.Possesses a high degree of safety mindset
Possesses a continuous improvement and quality mindset and seeks to continuously improve processes and incorporate best practices where applicable.
Maintains current knowledge of contact centre service services best practices.
Solid level knowledge of building management from the perspective of responding to repair requests
Licenses and/or Professional Accreditation

One or more of the following preferred: