Manager - Client Services
About The Position
The Manager, Client Services, works within the Operations Support division to provide leadership and operational oversight for the interface between facilities management and the campus community. The position will oversee the single point of entry for all work and project requests coming into Facilities Management. They will manage the work control process through Facilities Management’s Service Center and ensure requests are routed, coded, and charged in accordance with current policies. They will lead our client outreach program to ensure we provide departments with value-added information on the status of work, their facilities, and discuss facility support requirements for their operational needs. The position is also responsible for overseeing the campus’ building executive program to include training, communication, and management of building executive assignments. They will oversee the program to distribute and maintain accountability of keys for campus. They will also oversee the campus outdoor reservation processes. The position will supervise, mentor, and train staff, manage project timelines and budgets, and foster relationships with stakeholders across campus. Regular, reliable, and non-disruptive attendance is an essential job function of this job, as is the ability to create and maintain collegial, harmonious working relationships with others.
Requirements
- Bachelor’s degree in business administration, facilities management, operations management, or other related field from an accredited institution of higher education
- At least five years of experience in customer service or a facility management organization
- Experience with utilization of a computerized work order management system
- Knowledge of best practices in the utilization of computerized work order management systems
- Familiarity with Facility Management processes and organization
- Strong customer service skills
- Strong organizational skills and attention to detail
- Excellent written and oral communication skills
- Ability to collaborate with other functional areas to implement process changes
- Ability to understand and document workflow processes and develop job training aids
- Ability to interact with customers, staff and leadership at all levels of the organization
Nice To Haves
- Supervisory experience
- Experience in higher education facility operations, maintenance, or utilities.
- Familiarity with FAMIS, UA’s Computerized Maintenance Management System (CMMS)
- Familiarity with Workday
Responsibilities
- Provide leadership and operational oversight for the interface between facilities management and the campus community.
- Oversee the single point of entry for all work and project requests coming into Facilities Management.
- Manage the work control process through Facilities Management’s Service Center and ensure requests are routed, coded, and charged in accordance with current policies.
- Lead our client outreach program to ensure we provide departments with value-added information on the status of work, their facilities, and discuss facility support requirements for their operational needs.
- Oversee the campus’ building executive program to include training, communication, and management of building executive assignments.
- Oversee the program to distribute and maintain accountability of keys for campus.
- Oversee the campus outdoor reservation processes.
- Supervise, mentor, and train staff, manage project timelines and budgets, and foster relationships with stakeholders across campus.
- Maintain collegial, harmonious working relationships with others.
Benefits
- university contributions to health, dental, life and disability insurance
- tuition waivers for employees and their families
- 12 official holidays
- immediate leave accrual
- a choice of retirement programs with university contributions ranging from 5 to 10% of employee salary
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What This Job Offers
Job Type
Full-time
Career Level
Manager
