Operations Director

at  Serco North America

EDUCATION /CERTIFICATIONS:

• Bachelor’s Degree: A degree in facilities management, engineering, business administration, or a related field.
• Master’s Degree (optional): A master’s degree in management or a related discipline.
• Additionally, professional certifications such as Certified Facility Manager (CFM) from the International Facility Management Association (IFMA) or similar credentials in project management or business operations can be beneficial.
• Valid Class 5 Driver’s License is required.
• Active or Ability to obtain and maintain Secret Level II security clearance is required.
• Ability to pass a Pre-employment Alcohol & Drug Test.

KNOWLEDGE AND EXPERENCE

• 15+ years of progressive Property & Facility Operations Managerial experience
• Proven experience in asset management and operations within the public sector.
• Strong understanding of government priorities and mandates.
• Expertise in planning, budgeting, and maintenance of facilities.
• Technical knowledge of building automation and remote connectivity systems.
• Experience with Public-Private Partnerships (P3s).

SKILLS/COMPETENCIES (INTERPERSONAL COMMUNICATION, FINANCIAL, MANAGERIAL, PROBLEM SOLVING):

• Leadership and Team Management: Ability to lead and manage teams effectively, providing guidance and support to ensure high performance and morale.
• Strategic Planning: Expertise in developing and implementing strategic plans that align with organizational goals and government mandates.
• Communication Skills: Strong verbal and written communication skills to effectively convey information, negotiate with stakeholders, and collaborate with various departments.
• Technical Knowledge: In-depth understanding of building systems, automation, and maintenance technologies to ensure optimal facility performance.
• Problem-Solving: Ability to identify issues, analyze data, and develop effective solutions to complex problems in facility management.
• Risk Management: Competence in assessing risks, implementing safety protocols, and ensuring compliance with health and safety regulations.
  Company Overview :
  Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.
  To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.
  Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.
  Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.
  Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics

SUMMARY/PURPOSE:

• Owns the delivery of Property Management Services through a Planning Team, Portfolio Managers, Custodial & Facility Managers and Helpdesk management.
• Owner of Service Delivery Management SLA & KPIs, P&L ownership of portfolios.
• Performance Management of directly delivery teams & subcontractors.
• Manage assets in the public sector, supporting occupiers to achieve objectives while ensuring facilities operate in alignment with government priorities and mandates.
• Exceptional communication skills to effectively interact with customers, users, and various stakeholders in the realm of facility management. Ensure smooth operations and foster positive relationships through clear, professional, and proactive communication.
• Leverage Serco’s services to maintain an effective balance, ensuring optimal outcomes.
• Ensure compliance with all Serco Canada Inc. policies and procedures, including but not limited to Code of Conduct and Ethics, Serco Management System, PDR’s, etc.

KEY RESPONSIBILITIES:

• Support Government Priorities: Help government partners achieve key priorities such as sustainability and diversity & inclusion, navigating the complexities of the sector to provide the best value to taxpayers.
• Asset Management: Extend asset life and reduce total cost of ownership through meticulous planning and budgeting, ensuring proper funding for maintenance programs and capital investments.
• Technical Expertise: Maintain superior performance of all types of facilities with technically focused expertise, delivering results that meet business requirements and adapting to changing needs.
• Real Estate Operations: Oversee real estate operations that drive profitability and innovation, aligning with business strategy.
• Integrated Service Solutions: Develop and implement comprehensive maintenance strategies, providing maintenance and operations services supported by proven technology systems.
• Risk Mitigation and Optimization: Utilize proven approaches to mitigate risks, optimize asset life cycles, and reduce real estate operation costs.
• Building Automation & Remote Connectivity: Manage essential spaces with 24/7 monitoring and support through Serco’s Customer Service Centre, enhancing asset performance and operational efficiency.
• Public-Private Partnerships (P3s): Deliver whole life cycle solutions and long-term operations and maintenance for high-profile public facilities, from design and construction to ongoing facility management.
• Customer Service Centre: Ensure a positive experience for building users with high-quality concierge services, supporting new hires, visitors, and employees.
• Service Delivery Management: Manage & ensure the operations & delivery meets and exceed the SLA & KPI’s, adhering to the Contractual commitments.
• P&L: Managing the profit and loss (P&L) of building operations, ensuring financial efficiency and profitability while maintaining high standards of service and compliance.
• Comply with all regulations, policies and procedures pertaining to the operations including occupational health and safety, environmental, drug and alcohol, and quality.
• Other related duties relevant to this position as may be required.
  Qualifications :