Job Abstract

The Senior Service Manager is responsible for leading all phases of maintenance operations of a single community, multiple communities or super-building, including, but not limited to direct supervision and development of the on-site service manager team, financial performance to budget, preservation of the community through effective preventative maintenance plans, coordination and direction of outside contractors, and accountability of labor productivity and cost efficiency through site maintenance operations.  The position successfully promotes a safe and positive working environment for employees consistent with company values, and creates an environment of exceptional customer service for residents, prospects, and vendors.

• Responsible for hiring, training, onboarding, and development of all maintenance team members with focus on employee engagement and retention. Lead, coach and develop direct reports to create a culture of excellence and continuous learning; plan for role succession.
• Creates a customer service focused culture for residents, prospects, vendors and employees; responds and resolves resident requests and concerns; leads by example and ensures a proactive approach is adopted for maintenance customer touch points.
• Monitors/evaluates key maintenance performance metrics for community following up with action plans as needed, and provides leadership to onsite service management team to ensure goals/expectations are achieved.
• Responsible for achievement of financial goals through administration of the operating maintenance budgets, including accountability for budget variances and providing input for operating/CapEx/NRO budget and forecast planning, identifying cost savings opportunities for the community and company, and implementation of recovery plans when applicable.
• Ensures the condition and quality of the communities meet the Irvine Company standards at all times. 
• Partner with Irvine Company Apartment Development to ensure customer service standards and maintenance key performance indicators (KPI’s) are achieved during ongoing reinvestment projects.
• Direct service managers through daily, weekly and monthly planning and set clear vision and direction for the maintenance team.  Hold regular 1:1 meetings with direct reports, and participate in daily huddles as scheduled. 
• Ensure all safety, technical, and management training is initiated and delivered to the maintenance team. 
• Implement efficient methods and schedules that allow for proper preventive maintenance of the community. 
• Responsible for ensuring compliance with fire/life safety, health and environmental regulations, and maintaining current permit status as required by authorities having jurisdiction over Community. 
• Responsible for ensuring that existing vendors are performing work safely to ICAC quality standards and specifications, and assists in sourcing new vendors. Bid, negotiate and prepare for all services and projects, and work directly with Reinvestment, Project Management and Landscape Management to schedule and initiate COE and capital projects. Coordinates hazardous material abatement, and completes related paperwork and contract administration duties. 
• Provide leadership in addressing maintenance issues for the broader organization, beyond assigned Community as required and partner with Maintenance Operations Director and Sr. Director to assist with role out of portfolio initiatives.
• Engage and assist in the Property Quarterly Inspection program as required. 
• Maintain awareness and support the Company’s energy and water management initiatives. 
• Other duties as assigned.

• High school diploma.
• Previous Service Manager experience required.
• Direction is provided on a task basis and by objectives.
• Work is reviewed for good use of judgment as well as overall quality and efficiency along with goals being achieved. 
• Valid driver’s license; valid vehicle insurance.
• This role requires the regular and frequent operation of a vehicle, as defined in the Company's MVR policy, and is part of the essential duties of this position.
• Ability to communicate clearly and effectively in English, both verbally and in writing.  Multilingual ability a plus.
• Occasional travel required.
• Ability to work evenings, weekends and holidays.