Manager, Service Delivery

Cushman & Wakefield•Macon, GA

3d•Hybrid

About The Position

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.

Requirements

Bachelors degree in Facilities Management, Corporate Real Estate, Project Management, or Business Administration required
A minimum of 5-7 years of commercial high-rise, campus environment, and/or property portfolio management experience required
Experience in leasing, construction, engineering and all facets of property operation and building management preferred
Experience with critical system environments desired
Experience in the development and implementation of programs to drive out cost inefficiencies preferred
CMMS/Work Order Management experience preferred
Certified Facility Manager (CFM), International Facilities Management Association (IFMA), Building Owners and Managers Association (BOMA) industry certifications recommended; other Engineering, Business or technical training or certifications preferred
Ability to read and understand construction specifications and blueprints
Proficient in understanding management agreements and contract language
Excellent computer and systems knowledge: Strong literacy in Microsoft Office Suite (MS Word, Excel and PowerPoint)
Strong discipline of financial management including financial tracking, budgeting and forecasting
Knowledge of Financial Systems (Yardi a plus)
Skilled in Building Management Systems maintenance and monitoring

Nice To Haves

Experience in leasing, construction, engineering and all facets of property operation and building management
Experience with critical system environments
Experience in the development and implementation of programs to drive out cost inefficiencies
CMMS/Work Order Management experience
Certified Facility Manager (CFM), International Facilities Management Association (IFMA), Building Owners and Managers Association (BOMA) industry certifications recommended; other Engineering, Business or technical training or certifications
Knowledge of Financial Systems (Yardi a plus)

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 management contract and all requirements contained therein
Monitor and ensure that tenants and vendors comply with insurance requirements and coordinate all claims, as required