Program Manager

Company Overview:

SMG Holdings is a leading provider of comprehensive facilities maintenance services, specializing in multi-site portfolios across North America. At SMG, we are dedicated to redefining excellence in facilities management by delivering innovative, scalable, and customized solutions that empower our stakeholders to thrive and service with confidence. We are committed to delivering exceptional customer experiences and maintaining long-term relationships with our clients. SMG’s steadfast commitment to quality, client-centricity enables us to create value and provide peace-of-mind through delivery excellence, allowing our clients to better align and focus on their core objectives.

Position Overview/Purpose:

The Program Manager, Planned Maintenance is responsible for the successful execution of the maintenance operations at SMG Holdings LLC. This role involves managing both client expectations and vendor execution, ensuring adherence to performance metrics, and overseeing the maintenance work order process and cost controls. The Maintenance Program Manager will serve as the primary point of contact for assigned work orders and will be pivotal in driving compliance with contractual obligations and fostering strong vendor relationships to enhance service delivery and cost efficiency.

A successful candidate will have a high-level of attention for detail, firm understanding of conducting and negotiating high-volume, repeatable scopes of work and a passion for delivering an exceptional client/vendor experience with a proven track record of success in achieving department goals.

Responsibilities:

• Ensure exceptional client satisfaction by understanding client needs, addressing concerns, and proactively identifying opportunities for service improvement. Regularly communicate with clients to provide updates, address inquiries, and escalate feedback within the organization as necessary.
• Monitor and manage the day-to-day activities of the maintenance program, ensuring adherence to KPIs and SLAs. Serve as the advocate for client and vendor needs and strive to resolve issues promptly.
• Ensure that Program Work Orders are dispatched to the most qualified service providers based on cost and quality needs of the client. Review current vendor relationships for performance and competitiveness, advocating for the best interest of SMG and the client.
• Develop and implement vendor management policies and procedures. Conduct thorough vendor evaluations, negotiate contracts, and manage renewals. Monitor vendor performance and take corrective actions when necessary.
• Drive compliance with program contractual obligations and collaborate on the planning and review of contracts and client process changes. Implement contingency strategies for vendor relationships and maintain up-to-date asset data and record keeping of services.
• Work closely with internal teams including Account Management, Marketing, Vendor Management, and IT to ensure seamless service delivery. Align vendor management strategies with broader business objectives and contribute to the adoption of innovative technologies and practices.
• Utilize data and feedback mechanisms to gain insights into client preferences and pain points. Prepare and present program delivery reports during standard service reviews and quarterly/annual business reviews.
• Engineer continual process improvements cross-functionally to align with company growth and goals, ensuring high levels of stakeholder satisfaction through the vendor experiential journey.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or related field, a strong plus.
• 3+ years of experience in facilities management, with a focus on maintenance operations and vendor management.
• Strong leadership and project management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Proficient in the use of Microsoft Office Suite and familiar with facility management software
• Excellent organizational skills, attention to detail, and the ability to prioritize in a fast-paced environment.
• Strong analytical, negotiation, and problem-solving skills.

Other Skills:

• Proficient in Microsoft Suite including but not limited to PowerPoint, Word, Excel (Pivot Tables, comfortably navigating large data sets).
• Data Analytics and Tools understanding and identifying action items from canned reporting tools.
• Industry WMS Systems Experience (Service Channel, Corrigo, Verisae, Fexa, Facil-IT, etc.) managing high volume transactions within WMS Systems and ensuring congruencies between SMG and client environment, a plus.