Job DescriptionABM is searching for a National Account Director of Operations to lead the execution of our service solution across a premier client's sites nationally.
Essential FunctionsThis position is accountable for providing optimal customer relations and facility management for the assigned facility(ies) across the account they are responsible for, in a safe, cost-effective manner. Also responsible for overall contract customer satisfaction, workplace experience, service delivery levels and financial performance to ensure they meet or exceed contract scope, terms, and conditions.
Benefit Information:ABM offers a comprehensive benefits package. For information about ABM's benefits, visit ABM Employee Benefits | Staff & Management
Responsibilities:• Ensures optimal customer relations by maintaining constant communications with customer, meets and exceeds Key Performance Indicators (KPIs) and client Service Level Agreements (SLAs) across all service lines.
• Provides high quality operations and maintenance service to assure proper performance of engineered equipment and building systems.
• Acts as primary liaison with all customers, actively ensuring that service is prompt, responsive, effective and that concerns are addressed and resolved.
• Provides regular monthly written status reports to ABM management.
• Review performance reports for opportunities to improve services
• Prepares, recommends, and administers, the annual facility budget. Reports exceptions to customer and ABM management and adjusts budget, as necessary.
• Ensure sites where applicable to subcontracted to optimize the value of self-performance; consults Sr Director as needed to ensure alignment
• Makes sure that all contract requirements are delivered, budget managed and at the intended profit margins met.
• Instills a sense of ownership within the account/s team for the performance and appearance of the facility(ies) in the account.
• Maximizes a workplace experience for the end users that is aligned with the client's requirements.
• Ensure maximum capabilities of Computerized Maintenance Management System (CMMS) or customer provided work order control system.
• Oversees review of KPi's and ensures that quality standards are met or exceeded to the satisfaction of the customer.
• Negotiates major service contracts (e.g., snow removal, window washing, janitorial, landscaping, etc.); reviews and approves smaller service contracts delegated to subordinates; consults with corporate technical and other staff as appropriate.
• Oversees management of subcontractors ensuring they align with ABM and client requirements
• Manages staff in accordance with ABM employee relations philosophy and policies; hires, terminates, recommends salary changes, conducts performance appraisals, counsels, and disciplines as necessary; communicates and administers ABM personnel policies.
• Able to participate or lead RFI/RFQ's bidding process with facts and confidence to final solutioning
• Expertise in leveraging core operational principles to assess and transform underperforming sites into profitable entities while upholding excellence in quality and service standards.
• Ensure all financial processes are followed and report Bi-weekly current status
• Oversee all P&L and complete end of month close packs timely and accurate
Skills
- Account Management: Strategic approach to managing and nurturing business relationships with key customers, understanding customer needs, identify areas for improvement and develop customized solutions and communicating regularly with key clients.
- Business Reviews: Ability to evaluate key metrics and performance of the client relationship present and interact with the client to communicate successes and the value ABM brings to the account.
- Leadership and Management: Ability to lead and manage a team, including hiring, training, performance evaluation, participating in meetings. May manage the following positions: Director of Operations, CMMS Manager, Facility Manager/ Planner, Janitorial Manager, Chief Engineer. Responsible for the overall direction, coordination, and evaluation of personnel within the assigned accounts. Fulfill Leadership responsibilities in accordance with the company's policies and applicable laws.
- Communication: Strong verbal and written communication skills for interacting with clients, staff, contractors, and stakeholders.
- Problem-Solving: Ability to identify issues, develop solutions, and implement them effectively.
- Project Management: Skills in planning, executing, and closing multiple projects simultaneously, often with tight deadlines and budgets.
- Technical Proficiency: Understanding of building systems (HVAC, electrical, plumbing) and maintenance procedures.
- Budgeting and Financial Management: Experience with budgeting, financial planning, cost control and managing profit and loss.
- Customer Service: Strong focus on customer satisfaction and ability to address and resolve complaints effectively.
- Negotiation: Ability to negotiate contracts and manage vendor relationships.
- Continuous Improvement: Analyzes performance, identifies opportunities, makes incremental changes to processes, drive efficiencies, improves quality, minimizes waste, and embraces a growth mindset.
Experience/Requirements
- Relevant Work Experience: Several years of experience in facility management or a related field. Experience as a facility director/manager/account manager with multiple buildings/sites.
- Client Relationship Management: Experience managing the relationship as a service provider for a client including understanding the client's needs and managing delivery and expectations of contract requirements with a can-do approach.
- Industry-Specific Experience: Experience in the specific industry (e.g., healthcare, education, corporate, industrial, airports, pharmaceutical, data center, manufacturing, distribution center) can be advantageous based on client assignment.
- Project Management: Proven experience in managing large-scale projects, including construction, renovation, or relocation projects.
- Team Leadership: Experience leading and developing a team of maintenance or facility staff.
- Integrated Facilities Model: Directed an integrated facilities team, that includes, engineering, custodial, maintenance and grounds.
Knowledge
- Building Systems and Maintenance: Basic knowledge of building systems, mechanical, electrical, general building maintenance, cleaning, landscaping, building construction protocols, and safety standards.
- Regulations and Compliance: Understanding of local, state, and federal regulations related to building codes, safety standards, and environmental regulations.
- Sustainability Practices: Knowledge of sustainable building practices and energy management.
- Financial Management: Understanding of financial performance, budgeting, P&L management and capital planning.
- Health and Safety: Understanding of health and safety regulations and the ability to implement and monitor safety protocols.
- Vendor Management: Expertise in overseeing vendor services (e.g., pest control, security, food services), negotiating contracts, and ensuring service quality to meet facility needs and expectations.
Certifications
- Certified Facility Manager (CFM): Offered by the International Facility Management Association (IFMA), this certification is widely recognized in the industry.
- Facilities Management Professional (FMP): Also offered by IFMA, this certification covers the essential skills and knowledge required for facility management.
- Certified Maintenance & Reliability Professional (CMRP): Offered by the Society for Maintenance & Reliability Professionals (SMRP), this certification focuses on maintenance and reliability best practices.
- Project Management Professional (PMP): Offered by the Project Management Institute (PMI), this certification is beneficial for managing facility projects.
- OSHA Certification: Certification from the Occupational Safety and Health Administration (OSHA) for understanding and implementing workplace safety regulations.
- LEED Accreditation: Leadership in Energy and Environmental Design (LEED) accreditation for knowledge in green building practices and sustainability.
- Note above is preferred, however not absolute
Additional Considerations
• Education: A bachelor's degree in facilities management, mechanical engineering, business administration, or a related field experience is often preferred. Advanced degrees or MBA can be advantageous.
• Continuing Education: Commitment to ongoing education and professional development to stay current with industry trends and advancements.
• Technical Skills: Familiarity with facility management software (e.g., CMMS - Computerized Maintenance Management Systems) and building automation systems.
By combining these skills, experience, knowledge, and certifications, an individual can excel as an Account Director and effectively manage complex facility operations.
About UsABM (NYSE: ABM) is one of the world's largest providers of integrated facility, engineering, and infrastructure solutions. Every day, our over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.
ABM serves a wide range of market sectors including commercial real estate, aviation, education, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.
ABM is an Equal Employment Opportunity (EEO) employer that does not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local law, including disability and protected veteran status. ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606. We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis.
ABM participates in the U.S. Department of Homeland Security E-Verify program. E-Verify is an internet-based system used to electronically confirm employment eligibility.
ABM is a military-friendly company proudly employing thousands of men and women who have served in the U.S. military. With ABM, you'll have access to a world-class training program and ample opportunities to use the skills you developed while serving our country. Whether you're looking for a frontline or professional position, you can find post-military career opportunities across ABM.
ABM directs all applicants to apply at www.abm.com/careers. ABM does not accept unsolicited resumes.
For more information, visit www.ABM.com
