Overview
Job Objective
The successful APS Service Development Director provides expert guidance to centralize and provide access to established, standardized procedures, and processes, evaluate operational and program effectiveness, capture services, and recommend improvements. This leader should have a significant understanding of all ABM’s services (Cleaning, Technical, Parking, Engineering, Energy, Measurement & Verification, Core ATS, and APS), and have strong project management, analytical thinking, and problem-solving skills. The Service Development Director for APS is a professional who also helps to identify singular services in operation and helps to implement goal-oriented strategies to capture the service to leverage across other client portfolios in support of ABM Operations. This role involves collecting data to support service development. This role will also work with field operations to help educate and understand service trends related to client outcomes and data.
The Service Development Director for APS is also responsible for working with vendor partners to establish consistency with standardized services and related cost data to support the service.
Responsibilities:
• Document processes and operations for one-off services that ABM performs for standardization within the context of ABM Performance Solutions.
• Document and capture process for new services as identified by industry groups.
• Conduct and support site visits for pre-client bids, existing client support and gathering data.
• Document processes for training, evolution and accuracy.
• Ability to Support Account and Solutioning Directors together with APS Leaders as needed to source information for solutioning, process standardization and consistency.
• Support special projects by bringing remote teams together to support service improvement and quality.
• Work across business areas to ensure alignment of project goals, measurements of success, and reporting for internal and external clients.
• Work extremely closely with our Client Experience Team to gain full consistency and alignment for all our ABM client sites.
• Build relationships and work effectively in a matrixed environment with internal and external business partners such as: Strategy & Transformation, Innovation, IT, CE teams, Sales & Marketing, finance, compliance, and external clients
• Partner with key stakeholders in shaping and operationalizing services across multiple industry groups.
• Build, contribute, and maintain SOPs for newly established services.
• Special projects and other duties as assigned.
Job Qualifications and Desired Attributes:
• Bachelor’s degree preferably in Industrial Engineering, Project Management, Facility Management or Facilities related curriculum, and/or equivalent work experience.
• 5+ years of experience in technical writing, standardizing, supporting, and/or overseeing hard (skilled) and soft (non-skilled) operations for owners/operators of built environments.
• Ability to document and identify best practices in both written and verbal formats
• Ability to organize content into easily understood formats in a digital format
• Experience engaging in client relationships for top tier (US and/or multi-national) corporations or institutions.
• Familiarity and experience with enterprise software solutions related to operating the built environment such as CMMS, BAS, BMS, WOM, and IWMS
• Familiarity with emerging technologies such as IoT, VR, AI, and Smart Buildings
• Strong understanding of client/market dynamics and requirements
• Ability to build relationships with key stakeholders to ensure high levels of satisfaction and lay the foundation for continued growth and partnership.
• Exercise a high degree of professionalism and self-motivation using personal initiative to identify and recommend best practices.
• Excellent verbal, written communication skills, and interpersonal skills with the ability to engage at all levels of the organization
• Ability to maintain confidential and sensitive information.
• Exhibit high energy level, and demonstrate ability to work as a valuable contributor to the team as well as be a highly motivated candidate with the ability to work independently in a highly fluid and collaborative environment
• Must be well-informed of market trends, regulations, and best practice in maintaining and operating built environments as well as being willing to participate in panel discussions, conferences, network organizations, and focus groups
• Must be able to work with Microsoft suite of products such as PowerPoint, PBI, Excel, Outlook, Word, Teams, and OneNote
• Proven self-starter with leadership and ability to collaborate in a dynamic diverse environment
ABM is an EOE (Minority / Female / Veteran / Disability / Gender Identity / Sexual Orientation) and 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.
