MGR, CLIENT SVCS SR

Job Summary

The Senior Client Services Manager – Kitchen Equipment provides strategic and operational leadership for commercial kitchen equipment service programs across a portfolio of client locations. This role is accountable for end-to-end performance, including equipment uptime, service delivery excellence, client satisfaction, vendor performance, financial outcomes, and team leadership.

Leading Client Services Leads and their hourly teams, this position ensures that kitchen equipment assets—such as cooking equipment, refrigeration, dishwashing, HVAC and ventilation systems—are maintained in compliance with food safety, operational, and contractual standards. The Senior Client Services Manager acts as the primary escalation point for complex issues and is a key partner to clients, vendors, sourcing, finance, and internal leadership.

Key Responsibilities

• Strategic Service & Portfolio Ownership
• Own and oversee full portfolio performance for kitchen equipment maintenance and repair programs across multiple client locations.
• Establish and execute service delivery strategies that reduce equipment downtime, improve preventive maintenance compliance, and control operational costs.
• Ensure services are delivered in alignment with contractual scope, SLAs, equipment manufacturer recommendations, and client operational needs.
• Drive continuous improvement initiatives focused on reliability, efficiency, and scalability of kitchen equipment support operations.

Leadership & Team Management

• Lead, mentor, and develop Client Services Leads responsible for daily kitchen equipment operations and hourly employee management.
• Set clear performance expectations, KPI targets, and accountability frameworks for leadership teams.
• Conduct regular leadership reviews, performance evaluations, and succession planning.
• Partner with HR on workforce planning, engagement, escalation management, and corrective action processes.
• Foster a culture of ownership, accountability, and service excellence.

Client Relationship Management

• Serve as a senior point of contact for client stakeholders regarding kitchen equipment performance, escalations, and strategic planning.
• Lead recurring operational and performance review meetings with clients, including KPI reporting, trend analysis, and improvement planning.
• Proactively communicate risks, service impacts, and resolution strategies related to equipment failures, parts delays, or vendor constraints.
• Support client expansion, onboarding, and contract change management related to kitchen equipment services.

Vendor & Supplier Governance

• Oversee vendor performance for kitchen equipment service providers and technicians.
• Establish governance structures including scorecards, service reviews, and corrective action plans.
• Partner with sourcing and procurement teams to address vendor gaps, onboarding, and contract compliance.
• Ensure vendors adhere to safety, foodservice, sanitation, and regulatory standards while performing work.

Financial & Budgetary Accountability

• Own budget oversight related to kitchen equipment maintenance, repairs, and capital planning.
• Review and approve expenditures, quotes, and major repair recommendations.
• Analyze cost trends, repeat failures, and asset lifecycle data to identify savings and optimization opportunities.
• Support forecasting, budget planning, and variance analysis.