IFM Operations Support Manager

Position Overview

The IFM (Integrated Facility Management) Operations Support Manager provides strategic and operational support to facility management operations, ensuring seamless service delivery, continuous improvement, and client satisfaction across integrated facilities portfolios. This role serves as a critical liaison between operations teams, clients, and service partners while driving performance excellence and operational efficiency.

Key Responsibilities

• Operate day-to-day operational support activities across multiple facility management contracts, ensuring compliance with service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations.

• Implement standardized processes and best practices to drive consistency and quality across all managed facilities.

• Monitor and analyze operational metrics, generate performance reports, and identify opportunities for service improvement.

• Develop corrective action plans when performance gaps are identified and track remediation efforts to completion.

• Serve as a key point of contact for client inquiries and escalations.

• Build strong working relationships with client stakeholders, conduct regular business reviews, and ensure client expectations are consistently met or exceeded.

• Provide guidance, mentorship, and support to operations teams and site-based facility managers.

• Facilitate knowledge sharing, conduct training sessions, and promote a culture of continuous learning and professional development.

• Support contract and vendor management activities including vendor performance monitoring, invoice reconciliation, and compliance verification.

• Collaborate with procurement teams to optimize vendor relationships and ensure value delivery.

• Utilize Computerized Maintenance Management Systems (CMMS) and other technology platforms to track work orders, manage assets, and generate operational insights.

• Drive digital transformation initiatives to enhance operational efficiency.

Required Qualifications

• Education: Bachelor's degree in Facilities Management, Business Administration, Engineering, or related field preferred.

• Experience: Minimum 5-7 years in facility management operations, with at least 2-3 years in a supervisory or management capacity within an integrated facilities environment.

• Technical Skills: Proficiency with CMMS platforms (Corrigo) and other facility management software platforms, Basic working knowledge of building systems (HVAC, electrical, plumbing, life safety), Advanced Microsoft Office (Excel, PowerPoint, Word, SharePoint) & Google Suite (Sheets, Docs, Slides, Drive) skills, Basic understanding of maintenance management principles and preventive maintenance programs.

• Core Competencies: Excellent organizational and project management abilities, Strong analytical skills with attention to detail, Exceptional communication skills, both written and verbal, Proven ability to manage multiple priorities in fast-paced environments, Client-focused mindset with strong relationship-building capabilities, Problem-solving orientation with ability to make sound decisions under pressure.

• Certifications (Preferred): Certified Facility Manager (CFM), Facility Management Professional (FMP), Project Management Professional (PMP), LEED certification or sustainability credentials.

Reporting Structure

Reports to: IFM Operations Director
Direct Reports: Contact Center Supervisor, Facility Coordinators, or other Administrative Support Staff.