MGR, CLIENT SVCS SR

Job Summary

The Senior Client Services Manager – Remote Facility Management (RFM) is responsible for the strategic and operational oversight of multiple client portfolios supported through centralized, remote facility management services. This role owns end-to-end service delivery performance, including facilities operations, client experience, vendor governance, financial outcomes, and leadership of management teams supporting remote execution.

Leading Client Services Leads and their hourly service teams, the Senior Client Services Manager ensures consistent, scalable, and KPI-driven delivery of facilities services such as preventive maintenance, reactive repairs, work order management, and customer communications across geographically distributed client locations.

This position serves as a senior escalation point, trusted client partner, and key collaborator with sourcing, finance, technology, and executive leadership.

Key Responsibilities

Portfolio & Service Strategy Ownership

• Own full portfolio performance for remote facility management services across multiple client accounts and locations.
• Develop and execute service delivery strategies that support SLA compliance, operational efficiency, and consistent service experience at scale.
• Ensure all facilities services are delivered in accordance with contractual scope, client expectations, and operational standards.
• Drive continuous improvement initiatives across service delivery, reporting accuracy, and operational workflows.
• Balance standardization with client-specific requirements to ensure scalable yet customized service models.

Leadership & People Management

• Lead, mentor, and develop Client Services Leads responsible for daily remote operations and hourly staff management.
• Establish clear leadership expectations, performance goals, and accountability structures across management teams.
• Conduct regular performance reviews, talent assessments, and succession planning for leadership roles.
• Partner with HR on workforce planning, engagement strategies, corrective actions, and performance escalations.
• Champion a culture of ownership, operational discipline, and client-centric service delivery.

Client Relationship & Governance

• Serve as a senior relationship owner for client stakeholders, acting as the primary escalation and strategic partner.
• Lead recurring business reviews focused on performance metrics, trends, risks, and improvement planning.
• Translate operational performance data into executive-level insights and actionable recommendations.
• Proactively communicate risks, service impacts, and mitigation strategies related to staffing, vendor constraints, or workload shifts.
• Support onboarding of new clients, portfolio expansions, and contract changes within the remote service model.

Vendor & Service Provider Governance

• Oversee vendor networks supporting remote facility management across multiple geographies and service lines.
• Establish governance frameworks including scorecards, performance reviews, and corrective action plans.
• Partner with sourcing and procurement to address vendor coverage gaps, onboarding, and contract compliance.
• Ensure vendors meet safety, compliance, service quality, and reporting requirements.

Long Description

Financial & Budget Accountability

• Own financial oversight for assigned facility management portfolios, including operating budgets and service costs.
• Review spend trends, approve significant work scopes, and assess cost-benefit implications of repairs and projects.
• Identify operational efficiencies, cost savings, and performance improvements through data analysis.
• Support forecasting, budgeting cycles, and variance analysis with finance partners.

Systems, Reporting & Data Governance

• Ensure consistent and accurate execution of work order management through CMMS and service platforms.
• Govern reporting standards related to SLA compliance, backlog, volume trends, escalations, and productivity.
• Ensure data integrity, documentation quality, and audit readiness across all systems.
• Champion adoption and optimization of technology platforms to drive visibility, accountability, and scalability.

Health, Safety & Compliance Oversight

• Ensure all services comply with workplace safety, regulatory, and client-specific compliance requirements.
• Promote adherence to safety policies, documentation standards, and incident reporting processes.
• Oversee vendor and internal compliance with safety training and regulatory obligations.
• Proactively identify and mitigate operational and compliance risks.

Key Performance Indicators (Portfolio-Level Accountability)

• ≥98% SLA compliance across preventive and reactive work orders
• ≥95% communication response compliance
• ≥4.5 customer satisfaction score
• Reduction in escalations and repeat service failures
• Budget adherence and measurable cost savings
• 100% safety and policy compliance
• Consistent performance across geographically distributed portfolios

Required Qualifications

• Bachelor’s degree preferred; equivalent experience considered
• 5+ years of leadership experience in facilities management, remote operations, or service delivery environments
• Minimum 3+ years leading managers or supervisors
• Experience managing multi-site, multi-client service portfolios
• Strong financial, analytical, and operational management skills
• Proficiency with CMMS platforms, reporting tools, and Microsoft Office Suite

Preferred Qualifications

• Experience in remote or centralized facility management models
• Background in corporate facilities, property management, or enterprise services
• Strong understanding of SLA-based service environments
• Experience scaling operations across national or regional portfolios

Impact

The Senior Client Services Manager – Remote Facility Management is a critical leadership role responsible for delivering reliable, scalable, and high-performing facilities services across complex client portfolios. Success is defined by operational consistency, strong client trust, high-performing leadership teams, financial discipline, and the ability to scale remote service delivery without compromising quality.