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Senior Program Manager– FacilitySource

Facilities Management/Engineering/Maintenance
19010138 Requisition #
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CBRE | FacilitySource provides an innovative, technology-driven, single-source facility management and support solution to leading brands in retail, banking, logistics, health care and many other sectors. CBRE | FacilitySource maintains the industry’s largest and most reliable data repository to provide business intelligence, transparency, flexibility, support and the Elite Network of Service Providers to save money for our clients and get the most out of their facilities, while offering peace of mind. Established in 2005, CBRE | FacilitySource was acquired by CBRE Group, Inc., the largest commercial real estate services and investment firm in the world, in 2018. For more information, visit http://www.facilitysource.com/.

The Senior Program Manager works under the supervision and direction of Director, Service Delivery and holds ultimate responsibility for service fulfillment for multiple clients. The Senior Program Manager is accountable to meet or exceed service level standards and budgeted / targeted costs while adhering to relevant customer- and FacilitySource-specific processes. The Manager will be responsible for every dimension of our services as appropriate: trade, process, information and reporting, and software.

Directly manage a team of service coordinators and trade specialists in delivering all client commitments 
Deliver daily / weekly / monthly SLAs
Directly manage operating team
Indirectly manage other service delivery teams (EMS, Support Center, Exterior, etc)
Execute daily / weekly / monthly management processes in adherence with internal and customer-specific guidelines
Work order management, follow-up and resolution
Open items tracker
Quote submission
Scheduled services
Other as appropriate, defined in the future, or required
FMP usage, maintenance, reporting, follow-up

Directly manages special customer projects from inception to completion.
Act as primary point of contact for service deliver and for client’s staff
Handle escalations and problems, ideally before customer asks
Work with Account Director to identify and pursue opportunities for additional client revenue.
Work with Account Director to enhance client relationship(s) and to deliver periodic reporting and assessments 
Work with Account Director to track (daily, weekly, and) monthly performance against service level and financial targets and against account plans


Knowledge, Skills & Abilities:

Professional background to include some combination of:

project management
account management
facilities management or facilities maintenance
relevant trade knowledge
team management
budget management

Demonstrates professional verbal and written communication skills.
Knowledge of customer service principles and practices.
Proficiency with MS Office (Outlook, Excel, Word) and business applications, including data manipulation and extract tools.

Some college course work or bachelor degree is preferred.


High School Diploma or GED

Bachelor’s Degree Preferred

3 plus years of experience as a Client Program Manager

Experience managing others preferred




Proven management skills centered around communication, organization, strategic planning and executing on deliverables. Ability to improve job costs through negotiation with vendors. Ability to conduct research to ensure accuracy of all estimates. Ability to recognize cost-saving opportunities and provide alternate options when needed. Energy Management Systems knowledge and principles. Detail oriented with the ability to manage multi task large volumes of work. High degree of maturity, being conscientious and ethical.


Four year degree in related field and/or 8 + years’ work related experience. Three to Five years management experience. Experience utilizing CMMS (Computerized Maintenance Management Systems) preferred. Previous experience in managing facilities processes and data analysis.


US Company Profile

About CBRE (NYSE: CBRE): At CBRE, you are empowered to take your career path into your own hands. Enjoy workplace flexibility in a global organization with tremendous scale. Work in an inclusive and collaborative environment with supportive teammates. Come experience the employee advantage at CBRE.

CBRE has a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.

As a Fortune 500 worldwide leader in real estate services, CBRE’s more than 80,000 professionals provide exceptional outcomes for clients in 60+ countries. When it comes to real estate, CBRE sees potential everywhere. We turn scale into strength, expense into performance, and property into prosperity. Visit cbre.us.

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