Technical Services Director

 Key Purpose

The Technical Services Director will be wholly accountable to ensure safe and successful technical services execution in accordance with the account contract, client expectations, and technical services standard processes and

best practices.

The individual will assume the lead role in supporting the technical services operations delivery to the client. He/She/They will ensure a one team IFS culture is developed, and he/she/they will ensure ISS values and behaviors are always demonstrated both internal to ISS and with the client interfaces:

•        Lead and govern the on-account implementation of the technical services scope consistent with North America

processes and best-practice technology enablement and maintenance practices and strategies

•       Guide account operational service delivery optimization through best-practice implementation
•        Provide maintenance optimization strategy proposals to the client for consideration and implementation
•        Foster and lead a cohesive, informed, professional, and responsive technical work force

The ISS Technical Services client portfolios include corporate headquarters, corporate offices, large manufacturing facilities, laboratory, pharmaceutical and various critical environments, retail, warehousing, etc.; as such, this role requires proven experience across the depth of building services assets.

The individual will work in close collaboration with the Strategic Account Director, Key Account Manager, OP Lead, and/or other account leadership and will maintain an interface to the North America Head of Technical Services.

He/she/they will be the technical services single point of contact for the technical services delivery at the account level and will be responsible for:

• Ensuring a high level of client satisfaction, establishing, and supporting the service delivery teams delivering key regional and local initiatives as well as ensuring consistency in process, procedure, and reporting
• Ensuring the efficient and consistent operation of all facility engineering activities to meet contractual obligations with respect to the property portfolio throughout the geographic area
•  Driving the technical services contribution to savings glide paths and account plans with engineering specific objectives of cost savings, consistency, and risk management

Success Criteria

• Effective and collaborative leader of technical personnel
• Ability to work within tight timelines
• Participate and embrace the development opportunities within group
•  Ability to guide colleagues in embracing process improvement measures
• A drive to creative problem solving for new challenges
• An interest in standardizing solutions to recurring challenges

Key Areas of Collaboration and Influence

• Reporting to the North America Head Technical Services, matrix reporting to a Strategic Account Director, Key
• Account Manager, or Account Operations Performance Lead,
• Communicate effectively with colleagues at multiple accounts and across the company so that information is disseminated effectively and participate in project groups and meetings as required
• Transfer best practice
• Use the account successes to promote and further develop ISS

 Ideal Candidate Experience

• This role requires flexibility with regards to working hours and the ability to travel
• Minimum 7 years’ experience in building engineering
• Minimum 5 years’ experience in Senior leadership position
• Proven self-starter that consistently delivers to outcome specifications
• Proven experience of operating in a similar role and environment
• Bachelor of Science degree in Engineering, or similar field of study required
• Professional Engineer (any discipline and State) is preferred
• Community association credentials (i.e., IFMA, BOMA) strongly preferred

Key Accountabilities

Financial Management

• Support the development / execution and leadership to technicians and engineers to site level engineering budgets and forecasts in accordance with the account financial timetable
• Be responsible to support the achievement of the agreed financial targets to include revenues and expenses
• Participate in the account quarterly business review and forecasting sessions
• Support achieving the agreed technical services growth targets for the account
• Look for opportunities to cross-sell services and work with other service lines to achieve same

Operations

• Support account leadership resources involved in the delivery of technical services. (E.g., recruitment, performance assessment, personal development, personal wellbeing, etc.)
• Actively support the management of the professional development of all technical services personnel
• Support the preparation and implementation of succession planning
• Support the implementation of technical services engineering systems supporting service delivery. Ensure effective and timely reporting from the systems
• Development and implementation of playbooks, standard operating, and maintenance procedures across all

account-level technical services operations,        

• Drive client-specific initiatives such as savings targets, benchmarking, and best practice, including EHS risk management

Client and Account Management

• Act as the single point of contact for escalation of technical services product delivery issues and contact point for

the appointed client stakeholder(s)

•         Be accountable to support technical services service delivery to meet the contractual obligations
•   Support and manage relationships with key stakeholders in the client’s organization
• Support the development and implementation of the technical services account business plan(s) which meets the client’s and ISS objectives
•         Develop and maintain a detailed understanding of all client’s business and key factors influencing their

requirement for our services        

• Represent IFS in external networking forums and client functions

Contract Management

• Support account leadership team to ensure the adherence to the client Master Service Agreement and all technical services deliverables
• Support the achievement of the critical / key performance indicators and service levels agreements and other associated measures as contracted
• Support, evaluate and as required audit the account technical services change control process

Health & Safety

• Enforce a zero tolerance to unsafe working practices to target a goal zero recordable incident rate 

Compliance, Training & Accreditation

• Manage the effective and timely implementation of training plans to enhance and develop the skills of technicians
• and engineers to ensure they remain competent to carry out their assigned duties and reduce our reliance on sub suppliers
• Ensure the engineering practices are continuously compliant with legal, statutory, and contractual obligations and
• are being consistently executed across the account in accordance with ISS practice and best in class requirements
• Excellent interpersonal and leadership skills
• Ability to work in team environment
• Excellent communication skills - written and spoken 
• Excellent attention to detail
• Ability to develop processes and procedures
• Analytical skills / Systematic approach
• Practical working knowledge of best practice tools and techniques
• Practical experience in Hard Services contract delivery

Leadership

• People Management
• Planning & Organizing
• Influence & Persuasiveness

Customer Focus

• Specialist Knowledge
• Problem Solving/Decision Making/Analysis
• Communication

Entrepreneurial

• Commercial Awareness
• Sales / Business development
• Creativity & Innovation
• Action Orientation

 Personal

• Interpersonal Sensitivity
• Capacity for Change
• Personal Motivation

Physical Demands & Work Environment

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 15 pounds at a time
• This role requires flexibility with regards to working hours and the ability to travel

ISS offers full-time employees a variety of benefits including medical, dental, life and disability insurance, as well as a

comprehensive leave program based on employment status. The annual salary range for this position is $$127000 per year - $$155000 per year. Final compensation will be determined based on experience and skills and may vary from the range listed above.

HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.  

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.