The Service Manager is responsible for the compliance and coordination of all service work
while working closely with the Operations Manager to improve performance, productivity,
efficiency and profitability through the implementation of best operational practices. The
Service Manager is responsible for supporting the Maintain It department, managing quality
assurance programs, strategizing process improvements and ultimately responsible for
maintaining and increasing the efficiency of the business.
REPORTING RELATIONSHIPS
The Service Manager reports directly to the Operations Manager and is required to interface
closely with all employees, sub-trades, vendors and suppliers.
CORE RESPONSIBILITIES
● Work Order Management: Efficiently organizing, scheduling, and dispatching client
work orders to internal technicians and external subtrades.
● Subtrade & Vendor Management: Sourcing, coordinating, and managing all subtrade
engagement, including securing competitive pricing and ensuring clear scope-of-work
agreements.
● Client Communication: Serving as the primary communication point, providing
proactive and timely updates, and ensuring effective coordination between clients and
subtrades.
● Reporting: Compiling and submitting professional Installation/Completion Reports to
clients with all necessary documentation.
● Process Improvement: Establish, maintain, and continuously improve departmental
processes and standard operating procedures (SOPs).
● Contract Documentation: Responsible for managing and maintaining contract
documentation for various company agreements, including service agreements for
subcontractors.
● Financial Oversight: Responsible for timely pricing of completed work orders for
accurate invoice preparation.
● Accounting Support: Monitoring Accounts Receivable (AR) and Accounts Payable
(AP) processes to provide essential support to the accounting function.
● System Management: Monitor and promote the effective use of our accounting
software (Spectrum) across the organization.
● Budgeting & Quoting: Prepare detailed and accurate estimates for material, labour,
equipment, and subcontracts. This includes preparing quotes and Preventative
Maintenance Agreement (PMA) proposals.
● Quality Control (QC): Perform site checks post work orders to identify and verify
quality control items.
REQUIRED QUALIFICATIONS
● Client Focus: Must be a natural client-facing person with demonstrated experience in
professional customer interaction and relationship management.
● Communication Excellence: Possesses great communication skills (both written and
verbal) necessary to lead a team, negotiate with vendors, and clearly convey complex
project details to clients.
● Technical Adaptability: A strong willingness and aptitude to learn and master new
technology and systems (e.g., our Spectrum software) to drive process efficiency.
● Industry Knowledge: Requires a basic understanding of construction and maintenance
practices with relevant industry experience.
● Operational Experience: Demonstrated experience in an operational management,
logistics, or coordination role.
● Financial Acumen: Experience with pricing, budgeting, estimating, and providing
support for AR/AP functions.
WORKING ENVIRONMENT
● Pace & Adaptability: Must be comfortable and thrive in a fast-paced, dynamic
environment where priorities can shift quickly.
● Scheduling Flexibility: Some after-hours communications will be required to
coordinate with our crews who often work evenings and weekends.
MEASUREMENTS OF PERFORMANCE
● The quality of work produced as measured by errors, rework and complaints.
● Ability to communicate effectively with customers, suppliers and staff.
● The accuracy and state of organization of all records kept.
● The degree of compliance with the required regulations and standards.
● Ability to build a capable and competent team and provide technical guidance to others
and resolve problems as a team.
● Ability to lead, motivate and inspire others to get the job done on time and within budget.
● The level of support to the management team in the areas requested.
● Ability to develop, implement and document best practices in the areas under your
control in the organization.
