Director, APS Service Development

Job Summary

The Service Development Director for APS is the owner to develop and document processes and operations for ABM Performance Solutions’ (APS) existing and new services in support of standardization and process management in account operations and solutioning. This role liaises and aligns with ABM’s functional teams and industry groups in planning, managing, and evaluating programs, operations, and processes. This role will also collaborate with these departments to help document and standardize facility management service delivery in support of driving improved processes for onsite teams in support of field operations at all existing and new APS sites. Responsibilities include conducting research, interviewing internal employees, identifying trends, analyzing vendor technology capabilities, preparing playbooks, creating training to accompany services and recommendations related to ABM’s services. The role is also responsible for drafting policies and procedures, assisting with client related service strategies, processes, tracking, and evaluating operational and program performance. 

Job Objective

The successful APS Service Development Director provides expert guidance to centralize and provide access to established, standardized procedures, and processes, evaluate operational and program effectiveness, capture services, and recommend improvements. This leader should have a significant understanding of all ABM’s services (Cleaning, Technical, Parking, Engineering, Energy, Measurement & Verification, Core ATS, and APS), and have strong project management, analytical thinking, and problem-solving skills.  The Service Development Director for APS is a professional who also helps to identify singular services in operation and helps to implement goal-oriented strategies to capture the service to leverage across other client portfolios in support of ABM Operations. This role involves collecting data to support service development.  This role will also work with field operations to help educate and understand service trends related to client outcomes and data.

The Service Development Director for APS is also responsible for working with vendor partners to establish consistency with standardized services and related cost data to support the service. 

Responsibilities:

• Document processes and operations for one-off services that ABM performs for standardization within the context of ABM Performance Solutions.
• Document and capture process for new services as identified by industry groups.
• Conduct and support site visits for pre-client bids, existing client support and gathering data.
• Document processes for training, evolution and accuracy.
• Ability to Support Account and Solutioning Directors together with APS Leaders as needed to source information for solutioning, process standardization and consistency.
• Support special projects by bringing remote teams together to support service improvement and quality.
• Work across business areas to ensure alignment of project goals, measurements of success, and reporting for internal and external clients.
• Work extremely closely with our Client Experience Team to gain full consistency and alignment for all our ABM client sites.
• Build relationships and work effectively in a matrixed environment with internal and external business partners such as: Strategy & Transformation, Innovation, IT, CE teams, Sales & Marketing, finance, compliance, and external clients
• Partner with key stakeholders in shaping and operationalizing services across multiple industry groups.
• Build, contribute, and maintain SOPs for newly established services.
• Special projects and other duties as assigned.

Job Qualifications and Desired Attributes:

• Bachelor’s degree preferably in Industrial Engineering, Project Management, Facility Management or Facilities related curriculum, and/or equivalent work experience.
• 5+ years of experience in technical writing, standardizing, supporting, and/or overseeing hard (skilled) and soft (non-skilled) operations for owners/operators of built environments.
• Ability to document and identify best practices in both written and verbal formats
• Ability to organize content into easily understood formats in a digital format
• Experience engaging in client relationships for top tier (US and/or multi-national) corporations or institutions.
• Familiarity and experience with ente