Service Manager - The James

American Campus Communities•Madison, WI

10d

About The Position

The Service Manager is a member of the property leadership team responsible for efficient operation and maintenance of the assigned property. The role leads service, groundskeeping, and housekeeping staff and operations to enhance resident experiences and maintain high maintenance standards. It combines technical and administrative responsibilities with team leadership, training, planning, communication, work order management, preventative maintenance, vendor coordination, and support for budget-related processes. The Service Manager recruits, hires, supervises, trains, and develops team members; manages workflow and project priorities; and conducts performance evaluations and discussions. The role oversees property turns, inspections, maintenance plans, facilities equipment and systems, vendor contracts, inventory, keys, signage, curb appeal, and maintenance communications with retail tenants. The position also coordinates with the Property Manager, supervisor, Human Resources, regional support, vendors, and nearby ACC properties. Compliance with health, safety, and OSHA regulations is required. Certain activities may be photographed or recorded for quality control or training, and compliance with the Photo, Video and Voice Recording Policy is a condition of employment.

Requirements

2–3 years of proven mid- to high-level technical experience in residential facilities maintenance.
Strong organizational, communication, and leadership skills.
Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.

Nice To Haves

HVAC certification.
Management experience.

Responsibilities

Manage the facilities maintenance team and work order process, including execution, system close-out, verification, and vendor coordination.
Recruit, hire, supervise, train, cross-train, and develop employees; create a positive and engaging workplace.
Oversee property turns and readiness, and coordinate vendor contracts and execution.
Own preventative maintenance plans by scheduling, delegating, and tracking tasks.
Ensure the property is prepared to respond to inclement weather.
Collaborate with nearby ACC properties to share resources and provide support as needed.
Develop and supervise inspections of public areas and resident apartments to ensure maintenance standards are met.
Ensure safe operation, compliance, preventative maintenance, and training for facilities equipment and systems in accordance with health, safety, and OSHA regulations.
Manage maintenance performance to budget in partnership with the supervisor and regional support team.
Conduct performance evaluations and discussions with direct reports and team members.
Collaborate with the supervisor and Human Resources on compensation adjustments for direct reports.
Use national vendor partnerships and market-wide vendor services to reduce expenses and improve consistency and scalability.
Keep vacant retail spaces maintained and ready for showings; communicate with retail tenants about maintenance and updates.
Maintain property signage and curb appeal.
Manage service and vendor contracts, including snow removal and landscaping.
Assess inventory and ensure appropriate resource allocation.
Ensure shops, mechanical rooms, storage, and back-of-house areas remain clean and orderly.
Oversee key control, including key box access.
Interview, hire, train, assign, and direct work; appraise performance; reward and discipline employees; and address complaints and resolve problems.
Coach, train, and develop the team while managing workflow and project prioritization to ensure timely completion.
Serve as an American Campus representative and liaison in interactions.
Perform other duties as assigned by the supervisor.