Supervisor of Client Services
About The Position
Reporting to the General Supervisor of Operations, the Supervisor of Client Services bridges the gap between strategic vision and day-to-day execution to maintain the City’s diverse facility assets (including fire stations, recreational hubs, and waste infrastructure). In this pivotal leadership role, you will champion service delivery initiatives, manage client portfolios, and drive adherence to SLAs, directly influencing the stewardship of a $60 million maintenance budget. Leading a multidisciplinary team of Engineering Technologists and Public Service Representatives, you will oversee the intake and prioritization of over 30,000 annual service notifications while balancing daily operational demands with long-term shutdown planning. From recruitment and performance development to resolving complex client issues, you will leverage data-driven insights to foster continuous improvement and ensure high-quality, efficient maintenance support across all City departments.
Requirements
- Completion of a two (2) year diploma in Construction or Architectural Engineering, or a related Engineering technological program (ASET), and eligibility for recognition as a Certified Engineering Technologist (C.E.T.) with ASET; OR Alberta Journeyperson Certificate (Red Seal) in a related building/facility trade (e.g., Electrical, HVAC, Plumbing, or Carpentry)
- Minimum of 5 years of progressively responsible, related work experience, including a strong background in facility maintenance operations, dedicated client/customer service management, and utilizing SAP (or similar CMMS/ERP systems) for work order tracking, planning, and financial reporting
- Proficiency in SAP PM, Google Applications, and technical knowledge of building systems (electrical and mechanical)
- Demonstrated knowledge of financial reporting, planning, accounting principles, and relevant regulations (Alberta Building Code, OH&S, Fire Code, and ENVISO policies)
- Strong conflict resolution and negotiation skills to address complex issues
- Proven ability to facilitate groups with competing interests
- Valid Alberta Class 5 driver's licence (or provincial equivalent)
- Applicants will be required to arrange their own transportation and where appropriate will be reimbursed in accordance with City of Edmonton policy. This may require the applicant to obtain business use auto insurance
Nice To Haves
- Experience in a unionized environment is preferred
Responsibilities
- Manage, coach, and recruit a multidisciplinary team (including Engineering Technologists and Public Service Representatives), handling performance development, payroll administration, and labor relations consultations
- Oversee the daily intake, scheduling, and strict prioritization of over 30,000 annual service notifications, accurately triaging emergency versus non-emergency requests to optimize resource distribution
- Act as the primary point of contact between FMS and City departments, aligning operational strategies with client needs while advising on maintenance scheduling, technical feasibility, and economic impacts
- Manage the lifecycle of Service Level Agreements (SLAs) with City partners, including creation, monitoring, renewal, and adjustments based on operational or legislative changes
- Direct activities impacting the $60 million maintenance budget, including managing cost recoveries for tax and non-tax levy groups, approving overtime/mileage, and ensuring public funds are managed efficiently
- Analyze team metrics, SAP data, and historical maintenance costs to pinpoint delivery gaps, streamline work order processes, and recommend strategic operational improvements to FMS leadership
- Identify urgent maintenance, safety, and scheduling risks daily, and develop proactive contingency measures, including the Client Services Continuity Plan for emergencies or labor disruptions
- Investigate and resolve complex client complaints, contractual issues, and billing inconsistencies, performing root-cause analysis to implement permanent, high-quality solutions
- Partner with FMS planners and client departments to define preventative maintenance specifications, reviewing technical data to resolve maintenance anomalies
- Coordinate maintenance and shutdown/startup activities among facility maintenance teams, client groups, and capital rehabilitation project stakeholders to minimize operational disruptions to City assets
Benefits
- Reimbursement for business use auto insurance in accordance with City of Edmonton policy
- Access to benefits information at https://bit.ly/COEbenefits
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
