Job Title

Operations Manager, Critical Solutions

Job Description Summary

Responsible for providing operational leadership, process governance, systems support, and technical coordination across Critical Solutions portfolios supporting mission-critical environments, including data centers, telecommunications facilities, healthcare systems, and other high-availability operations.

This position reports to the Director of Operations and serves as a strategic operational partner to the Engineering Director, Regional Facilities Managers, Facilities Managers, Assistant Facilities Managers, and Facility Coordinators. The Operations Manager is responsible for supporting operational execution, work order management, vendor proposal reviews, client quotation development, technology adoption, process standardization, reporting, and continuous improvement initiatives across the Critical Solutions platform.

The role requires a strong understanding of mission-critical operations, facility management processes, and the pace required to support complex client environments. This position is accountable for developing and maintaining operational standards, digital playbooks, workflow governance, and best practices that support consistent execution, operational excellence, and scalable growth across Critical Solutions.

Job Description

• Support Regional Facilities Managers, Facilities Managers, Assistant Facilities Managers, and Facility Coordinators in operational execution, issue resolution, process compliance, and service delivery.
• Serve as a subject matter expert for operational processes, work order management, workflow governance, and service delivery standards.
• Lead the implementation, administration, optimization, reporting, and adoption of work order management systems, CMMS platforms, and other operational technologies.
• Monitor work order activity, aging, completion rates, documentation quality, financial compliance, and service delivery performance across supported portfolios.
• Review operational performance data and develop recommendations to improve efficiency, resource utilization, service levels, and operational consistency.
• Partner closely with the Engineering Director to support vendor proposal reviews, technical recommendations, maintenance planning, capital replacement initiatives, and operational improvements.
• Review vendor proposals, scopes of work, technical recommendations, and supporting documentation for accuracy, completeness, and alignment with operational requirements.
• Support the development of scopes of work, repair recommendations, capital planning initiatives, and client quotations.
• Coordinate proposal reviews and quote development to ensure operational, technical, and financial alignment.
• Support facilities teams with operational problem solving, process improvement initiatives, vendor performance management, and work execution challenges.
• Develop, document, maintain, and continuously improve operational processes, workflows, standards, and best practices across Critical Solutions.
• Lead the creation, maintenance, and governance of digital playbooks, process documentation, training materials, workflow guides, and standard operating procedures.
• Establish governance and accountability around operational standards to ensure consistent adoption and execution across all supported accounts.
• Identify operational gaps, inefficiencies, risks, and process breakdowns and implement scalable solutions that improve performance and consistency.
• Collaborate with Operations, Finance, Procurement, Engineering, Account Leadership, and vendor partners to support business objectives and operational initiatives.
• Support onboarding, training, and ongoing development related to systems, operational processes, work order management, vendor management, and service delivery expectations.
• Communicate and enforce company policies, operational procedures, financial controls, safety requirements, and client-specific processes.
• Promote a culture of accountability, operational excellence, collaboration, continuous improvement, and customer service throughout Critical Solutions.

Background and Experience

Demonstrated experience should include:

• Bachelor's degree in Facilities Management, Business Administration, Construction Management, Engineering Technology, Operations Management, or a related field preferred.
• Minimum 7 years of progressive experience in facilities management, operations management, mission-critical environments, technical services, or operational support functions.
• Experience supporting mission-critical environments including data centers, telecommunications facilities, healthcare systems, or other high-availability operations strongly preferred.
• Demonstrated understanding of facility maintenance programs, asset management, vendor management, and operational service delivery.
• Experience utilizing CMMS platforms, work order management systems, reporting tools, and operational dashboards.
• Experience implementing new technologies, systems, operational processes, and workflow improvements across multiple teams.
• Experience reviewing scopes of work, vendor proposals, technical recommendations, maintenance services, and capital replacement initiatives.
• Experience supporting budget management, proposal reviews, client quotations, cost analysis, and financial controls.
• Experience building operational processes, standard operating procedures, digital playbooks, training documentation, and governance programs.
• Experience supporting multiple locations, teams, or client portfolios within a fast-paced operational environment.
• Supervisory or leadership experience preferred.

Competencies

• Mission-Critical Operations
• Operational Excellence
• Process Development and Documentation
• Digital Playbook Development
• Work Order Management Systems (CMMS)
• Workflow Governance and Standardization
• Vendor Proposal Review
• Scope of Work Development
• Client Quotation Support
• Maintenance Operations
• Critical Environment Awareness
• Effective Communication
• Data Analysis and Operational Reporting
• Problem Solving and Decision Making
• Project Coordination
• Change Management
• Continuous Improvement
• Vendor Management
• Financial Acumen
• Communication and Collaboration
• Leadership and Team Development
• Technology Adoption and Process Optimization
• Organizational Effectiveness

Physical Requirements

While performing the duties of this position, the employee is regularly required to sit for long periods of time. The employee may be required to travel to client locations, including data centers, healthcare facilities, telecommunications sites, and other mission-critical environments. The employee may occasionally be required to access operational spaces, equipment areas, and active project locations in support of operational reviews, training, process assessments, and business initiatives.
 

Other Duties

This job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice to meet business needs, operational priorities, and organizational objectives.

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $ 76,500.00 - $90,000.00

Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email [email protected]. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”