Relay Resources is an Equal Opportunity Employer that strives to create a diverse workforce and an inclusive culture and believes each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent nor the organization to adjust the work identified. It is our expectation that each employee will offer their services wherever and whenever necessary to ensure the success of our endeavors.
Disabled people / people with disabilities and neurodivergent people are strongly encouraged to apply.
Relay Core Competencies
Focus on Strengths
Prioritize Informed Action
Communicate Clearly
Champion Disability Inclusion
Build Supportive Relationships
The Service Delivery Team Manager (SDTM) is responsible for a number of key roles in the Janitorial Business Unit. This manager oversees, and has end accountability for, the day-to-day delivery of Relay janitorial services. In addition to having a major customer focus for service delivery, this manager has a strong people focus, providing mentoring of lead supervisors and supervisors, with particular concentration on the growth of teams and the growth of people. This role oversees and has end accountability for location-specific needs and route management logistics. This manager role supports the Janitorial Director’s leadership initiatives, and assists with the improvement of business management processes. Frequent presence at customer facilities during normal business hours is an important requirement of this position. Driving is an essential function of this job.
Duties and Responsibilities:
Service Delivery and People Development:
- In conjunction with the Janitorial Director, responsible for serving in a leadership role for the Janitorial Business Unit; advises and supports lead supervisors and supervisors in the management of direct labor
- End accountability for location-specific needs of supervisors and direct labor at assigned customer facilities in the field
- Provides strong, direct focus on the customer for all aspects of service delivery; confirms that quality work is being delivered; manages customer concerns
- Responsible for managing key customer accounts with customer Contract Officer Representative (COR) and Property Manager
- Accountable for the performance of route management logistics for assigned projects
- Responsible for meeting the basic needs of all Janitorial supervisors and direct labor staff at assigned projects, in the areas of compensation, payroll, and safety
- Responsible for the development of improved business management processes
Contracts/Financial:
- Responsible for providing scope of work oversight on assigned project contracts; develops and maintains a full understanding of service delivery contracts for assigned projects
- Responsible for overseeing quality control and safety initiatives and needs on assigned projects
- Informs and advises on the contract renewal process
- Informs on topics related to quality assurance
- Informs and supports new business development by reviewing pricing documents included in bid responses; interfaces with the Customer COR and supports pricing decisions, based on deep knowledge of the customer
- Informs and advises on bidding for extra work, and on management of subcontractors
- Supports the management of the janitorial budgeting process, including providing information related to budget variance
- Supports Financial and Accounting staff by informing and advising on pricing standards
- Informs and advises on financial topics, including the assessment of contract profitability, creation of bottom up pricing approaches for assigned projects, and the development and setting of pricing
Compliance:
- In conjunction with the Pricing & Quality Manager, oversees safety compliance for assigned projects
- In conjunction with the Janitorial Contracts Administrators, manages AbilityOne Compliance for assigned projects
Logistics and Resource Management:
- Supports the Logistics Manager in the areas of asset management, high level scheduling, and administrative coordination
- Has end accountability and provides oversight for day-to-day schedule management details
- Informs and advises on fleet management issues
Communications:
- Manages Customer Communications on key accounts
- Supports/Informs the Logistics Manager on Communications to staff on assigned customer accounts
Staff Development and Training:
- Supports the professional development of Janitorial Management, Supervisors, and direct labor staff
- Specifically supports quality control and safety training for all Janitorial personnel
- Supports the training for improved systems including, but not limited to, payroll, scheduling, and procurement
Qualifications and Experience:
- 5 to 8 years of business operations or janitorial management experience, or equivalent education
- Bachelor’s degree in business operations/management or related field is preferred
- Prior operations work experience with a focus on service delivery management and people development is preferred
- Prior experience in pricing, budgeting, contracts and training is preferred
- Ability to support improved business management processes and ability to advise on such processes
- Demonstrated ability to work with adults with disabilities, excellent interpersonal skills
- Reasonable level of computer proficiency preferred, specifically in Microsoft Suite Experience with budgeting and/or scheduling systems is a plus
- Excellent speaking and writing skills
- Valid driver’s license and reliable automobile, safe driving record and insurance coverage acceptable to RR’s insurance carrier.
- Ability to pass criminal background check and/or fingerprinting as appropriate at any time during employment.
Janitorial
Relay is one of the largest janitorial service providers in the greater Portland area. Our team proudly cleans shared spaces such as the award-winning Portland International Airport (PDX), Portland State University (PSU), and Portland City Hall.
Learn more about what it’s like to work on our janitorial team!
More about us
Relay Resources is a nonprofit organization based in Portland, OR, that employs more than 700 people, the majority of whom are people with disabilities. We cultivate meaningful work through services we provide to business and government customers, which include janitorial, landscaping, document services, and supply chain solutions. We also own and manage more than 900 units of affordable housing. We create value for our community by delivering quality services to our customers, good jobs to our employees, and affordable homes to our residents.
Equal Opportunity
Relay Resources is proud to be an Equal Opportunity Employer and we welcome everyone to our team/to apply. We are committed to a people-first, inclusive culture that benefits our employees, customers, and residents. Relay encourages a diversity of applicants of all backgrounds and identities including disability, race, color, religion, gender identity, national origin, political affiliation, sexual orientation, military service, marital status, parental status, age, and individuals with a Preferred Worker Card. Let us know if you need a reasonable accommodation during the application or interview process, or to perform the job you are applying for.
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