Senior Manager, Service Delivery & Compliance

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Quality & Compliance Manager, Janitorial

Position Overview

The Janitorial Quality & Compliance Manager is a hands-on leadership role responsible for executing janitorial service standards across the portfolio. Reporting to the Director, SME – Janitorial, this position bridges enterprise strategy and site-level execution by delivering training to Facility Managers, conducting quality audits, and ensuring vendor performance compliance. This role requires a detail-oriented leader who drives operational excellence through direct engagement with site teams, vendors, and stakeholders while maintaining rigorous standards for quality, compliance, and cost control.

Objective of Role

The Janitorial Quality & Compliance Manager executes the janitorial service delivery framework established by the Director, SME – Janitorial. This leader ensures site teams have the training, tools, and support to effectively manage janitorial vendors. The role focuses on quality assurance through systematic auditing, KPI monitoring, contract compliance verification, and real-time problem resolution.

Key Responsibilities and Deliverables

Training Delivery & Site Team Development

• Design and deliver training programs for Facility Managers on contract governance, vendor management, quality inspections, escalation procedures, and invoice reconciliation
• Conduct onboarding for new Facility Managers and quarterly refresher sessions
• Develop training materials, SOPs, job aids, and reference guides
• Assess training effectiveness through competency evaluations and site visits

Quality Assurance & Audit Management

• Establish and execute comprehensive quality inspection audit programs across all properties
• Develop standardized inspection checklists and audit templates aligned with contract specifications
• Ensure vendors and Facility Managers complete regular quality audits per schedules
• Conduct independent site visits to verify service quality and contract compliance
• Analyze audit results, identify trends, and drive corrective action plans
• Implement digital inspection tools and maintain audit documentation

Performance Management & Vendor Accountability

• Monitor scope of work execution against contract specifications at every site
• Implement and track KPI compliance across all properties
• Build and maintain real-time performance dashboards
• Conduct monthly vendor business reviews and quarterly stakeholder performance reviews
• Enforce performance standards through scorecards and accountability mechanisms
• Manage vendor performance improvement plans when standards are not met
• Document trends and provide optimization recommendations

Contract Compliance & Financial Controls

• Verify vendors deliver services per contract terms, specifications, and frequencies
• Reconcile monthly billing against actual services, audit documentation, and service logs
• Review and approve change orders, extras, and tag work to prevent overcharging
• Identify and eliminate scope creep, duplication of services, or gaps
• Verify landlord performance under lease obligations where applicable
• Track janitorial supply inventory and spend at site level
• Audit invoices to identify billing discrepancies and implement billing controls

Operational Support & Problem Resolution

• Provide technical guidance to Facility Managers on day-to-day janitorial issues
• Serve as primary escalation point for vendor performance challenges
• Support RFP execution, vendor evaluations, and transition planning
• Implement technology solutions including robotics, sensors, and inspection apps at site level
• Conduct root cause analysis on recurring failures and implement preventive measures

Continuous Improvement

• Pilot new technologies and processes
• Gather feedback on program effectiveness and operational challenges
• Identify efficiency and cost reduction opportunities through data analysis
• Standardize procedures across