Organizational Context: Energy & Facilities (E&F) operates and manages Harvard's energy supplies, district energy plants, and utility infrastructures on the Cambridge/Allston campuses, as well as a 24/7 facilities-related call, alarm monitoring, and dispatch center. E&F also provides a broad portfolio of unionized labor-based services, including building maintenance, landscaping, and custodial, to a large portion of the University, as well as engineering, technical, and sustainability services. Facilities Maintenance Operations (FMO), a department within E&F, offers primary building maintenance, landscape, fire safety, custodial, and event support services to Harvard schools and departments on a fee-for-service basis. All services are provided in strict accordance with regulatory requirements and customer-determined standards.
Campus Services Mission Statement: To advance Harvard University's mission of teaching and research, we partner to provide stewardship, strategies, and services that create exceptional community experiences.
Position Description: Duties and Responsibilities As described in the customer service level agreement, may include but not limited to:
Directly supervises multiple work groups providing custodial and event support services to facilities and/or areas of the Harvard campus on a fee-for-service basis. Managerial assignments may evolve in structure and scope based on organizational need. Manages all operations in accordance with customer expectations and departmental objectives. Adheres to Customer Service Level Agreement (SLA's).
Provides leadership to and supervision of all assigned staff; responsible for ongoing performance management, training, mentoring, hiring, and development planning for staff, in a union environment. Manages and ensures compliance with bargaining unit agreement, Departmental, University and governmental procedures, policies, and regulations.
Communicates with client representatives to determine service/support requirements and develop service delivery strategies that are responsive to their requests and needs. Provides recommendations, scopes of service, proposals and cost estimates to customers as needed.
Establishes and maintains relationships with clients to ensure alignment of priorities and effectiveness of services.
Establishes and/or implements work performance standards and measures for all employees to ensure service delivery and customer satisfaction expectations are consistently met.
Optimizes customer feedback systems and measurement reports using the specialized work management database(s) to accurately reflect the effectiveness of cleaning programs and related services. Negotiates, prepares, and manages measurable service agreements to ensure customer satisfaction and department success.
Implements and continually refines programs for training new employees and re-training existing employees on environmental health and safety compliance, effective
Minimum 10 years of progressive management experience in an effective service group in a mid- to large-scale operation with high standards for service delivery and customer care. College degree required.
Must have demonstrated financial management skills and the ability to establish and track key performance indicators.
Must have experience with labor relations and union negotiation strategy. Ability to understand, interpret, and enforce Departmental, University, and governmental procedures, policies, and regulations.
Demonstrated leadership abilities and willingness to both lead a team and serve as an active team member, demonstrated ability to solve complex problems involving multiple parties without clear lines of authority, and demonstrated ability to maintain flexibility in assignments and work with constrained resources on tight deadlines or in emergency response roles.
Demonstrated proficiency in desktop computing systems, including Microsoft Office (word processing, spreadsheet, and database applications). Experience utilizing asset and work management systems required.
Demonstrated ability to develop favorable interpersonal relationships in a diverse, customer- focused environment. Demonstrated excellence in written and oral communications.
Understanding of Harvard's academic and administrative structures is strongly preferred.
Ability to communicate effectively in Spanish, Portuguese, or Haitian Creole is preferred.
Working knowledge of network-based systems preferred.
Familiarity with handheld computing, equipment diagnostics, bar-coding, and related technologies strongly desired.
EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.