Operations Manager

• Lead and support Facility Managers, Maintenance Team Leads, technicians, security personnel, and contractors.
• Hold weekly operational discussions to assign work, balance workloads across sites, identify operational roadblocks, and communicate key matters upward to leadership.
• Coach employees on safety, work-order practices, documentation, client service, and contractual requirements.
• Monitor and oversee engagement, training, overtime, staffing capacity, and performance expectations.
• Promote accountability, teamwork, ownership, professionalism, and consistent service delivery across the portfolio.

• Review incidents, equipment outages, service interruptions, and after-hours escalations and communicate significant matters to leadership.
• Assist in prioritizing repairs based on safety, tenant impact, operational risk, contractual response times, and funding requirements.
• Monitor work-order backlog, aging tasks, repeat failures, preventive-maintenance compliance, operational costs, and key performance indicators.
• Coordinate planned shutdowns, temporary operating measures, emergency response, and service restoration activities.
• Conduct quarterly site walkthroughs and verify the condition, reliability, and performance of critical building systems.
• Develop and maintain Standard Operating Procedures, Maintenance Operating Procedures, Emergency Operating Procedures, and risk controls.
• Ensure all contractual Key Performance Indicators are achieved as outlined in the contract without fail.

• Ensure compliance with health, safety, environmental, fire, life-safety, and applicable building requirements.
• Review incidents, hazards, near misses, inspections, audit findings, and outstanding corrective actions.
• Oversee or verify contractor orientations, hazard assessments, permits, credentials, insurance, WCB status, and safe-work documentation with Facility Managers and the HSE team, as needed.
• Ensure Prime Contractor responsibilities are fulfilled.
• Oversee emergency preparedness, business continuity, training status, and prompt resolution of site issues.
• Ensure asbestos, lead, silica, mould, mercury, ozone-depleting-substance, and other hazardous-material programs are followed.
• Ensure Facility Managers review hazardous-material assessments before maintenance, renovation, or demolition and engage qualified consultants or abatement contractors when required.
• Ensure Facility Managers maintain required inventories, service logs, assessment reports, notifications, and compliance records.

• Ensure Facility Managers manage portfolios, service contracts, operating budgets, forecasts, recoverable work, and account margin.
• Interpret and understand the Master Service Agreement, statements of work, roles and responsibilities, service levels, and approval requirements.
• Monitor cost variances and identify savings, efficiency improvements, and appropriate new revenue opportunities within the service contract.
• Ensure Facility Managers follow procurement processes, approval thresholds, and segregation-of-duties requirements.
• Ensure Facility Managers maintain clear communication with clients, tenants, vendors, consultants, and internal technical teams.
• Ensure Facility Managers respond to client requests, complaints, and escalations and verify that corrective actions are completed.
• Ensure Facility Managers attend client, tenant, contract, safety, and operational meetings and document decisions, risks, commitments, and follow-up actions.

• Ensure Facility Managers review and approve quotes, scopes of work, purchase requests, and work orders within delegated authority.
• Maintain that Facility Managers follow the required process from quotation and work-order creation through dispatch, progress updates, completion, and verification.
• Ensure Facility Managers review preventive-maintenance schedules, technical submissions, permits, and evidence of completed work.
• Ensure Facility Managers confirm services have been satisfactorily delivered before approving invoices or closing work orders.
• Ensure completed work is accurately documented, recoverable costs are captured, and eligible services are billed.
• Ensure accurate monthly and year end accruals with the coordination of operations and PSC team.

• Ensure Facility Managers coordinate incident communications and escalate significant operational, safety, environmental, and business-continuity events.
• Prepare or approve tenant notifications for shutdowns, hazards, incidents, construction, testing, and service interruptions.
• Coordinate affected stakeholders during planned and unplanned outages and provide timely status updates through restoration.
• Maintain incident records, action logs, lessons learned, and supporting evidence for client or regulatory review.

• Coordinate consultants, contractors, schedules, budgets, permits, shutdowns, and tenant impacts for operational and capital projects.
• Review project scopes, technical requirements, design deliverables, commissioning records, and closeout documentation.
• Track milestones, deficiencies, changes, risks, and corrective actions.
• Identify recurring failures, deferred maintenance, lifecycle risks, and future capital requirements.

• Identify, evaluate, and implement innovative solutions that improve service delivery, operational reliability, safety performance, client experience, and cost efficiency.
• Promote the use of technology, data analytics, dashboards, mobile tools, automation, and digital work-order practices to improve visibility, accountability, and decision-making.
• Encourage Facility Managers and site teams to identify process improvements, share lessons learned, and adopt effective practices across the portfolio.
• Support pilot projects and innovation initiatives related to energy efficiency, predictive maintenance, asset reliability, sustainability, tenant communication, and contractor performance.
• Use operational trends, incident data, maintenance history, and client feedback to recommend practical improvements that reduce repeat failures, improve response times, and strengthen compliance.
• Collaborate with internal technical teams, vendors, consultants, and clients to assess emerging tools, building technologies, and service delivery enhancements that align with contract requirements and business objectives.

• Prepare and review monthly reports, financial ledgers, preventive-maintenance summaries, service-request reports, project updates, and quality-assurance records.
• Track contractual key performance indicators and service-level performance and implement recovery plans when targets are missed.
• Prepare for client, internal, safety, financial, and regulatory audits and provide complete supporting records.
• Analyze trends in failures, costs, incidents, complaints, and work-order performance to identify process improvements.
• Standardize effective practices across sites and monitor whether corrective actions produce sustained results.

• Post-secondary degree, FMA, RPA, IFMA designation and equivalent experience in Facilities Management, Engineering, Building Operations, Business Administration, or a related field.
• Significant progressive experience in facilities management, building operations, contract management, or technical services leadership.
• Experience managing multi-site portfolios, operational teams, budgets, client relationships, contractors, and service delivery obligations.
• Strong knowledge of building systems, preventive maintenance, health and safety, environmental programs, and regulatory compliance.
• Experience with computerized maintenance management systems, work-order governance, procurement processes, and financial reporting.
• Experience supporting innovation, technology adoption, process improvement, or data-driven operational reporting is considered an asset.
• Valid driver’s license and ability to travel between sites as required.
• Minimum ten years’ working experience in the facility management field to manage large commercial or government facilities. 

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