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.