Director, Custodial Services

04-Jan-2023

Campus Services

60633BR

Job Summary

Organizational Context: Energy & Facilities (E&F) operates and manages Harvard’s energy supplies, district energy plants, and utility infrastructures on the Cambridge/Allston campuses, as well as a 24/7 facilities-related call, alarm monitoring, and dispatch center. E&F also provides a broad portfolio of unionized labor-based services, including building maintenance, landscaping, and custodial, to a large portion of the University, as well as engineering, technical, and sustainability services. Facilities Maintenance Operations (FMO), a department within E&F, offers primary building maintenance, landscape, fire safety, custodial, and event support services to Harvard schools and departments on a fee-for-service basis. All services are provided in strict accordance with regulatory requirements and customer-determined standards.

Campus Services Mission Statement:
To advance Harvard University’s mission of teaching and research, we partner to provide stewardship, strategies, and services that create exceptional community experiences.

Position Description: Duties and Responsibilities
As described in the customer service level agreement, may include but not limited to: 

• Directly supervises multiple work groups providing custodial and event support services to facilities and/or areas of the Harvard campus on a fee-for-service basis. Managerial assignments may evolve in structure and scope based on organizational need. Manages all operations in accordance with customer expectations and departmental objectives. Adheres to Customer Service Level Agreement (SLA’s).
• Provides leadership to and supervision of all assigned staff; responsible for ongoing performance management, training, mentoring, hiring, and development planning for staff, in a union environment. Manages and ensures compliance with bargaining unit agreement, Departmental, University and governmental procedures, policies, and regulations.
• Communicates with client representatives to determine service/support requirements and develop service delivery strategies that are responsive to their requests and needs. Provides recommendations, scopes of service, proposals and cost estimates to customers as needed.
• Establishes and maintains relationships with clients to ensure alignment of priorities and effectiveness of services.
• Establishes and/or implements work performance standards and measures for all employees to ensure service delivery and customer satisfaction expectations are consistently met.
• Optimizes customer feedback systems and measurement reports using the specialized work management database(s) to accurately reflect the effectiveness of cleaning programs and related services. Negotiates, prepares, and manages measurable service agreements to ensure customer satisfaction and department success.

Position Description

• Implements and continually refines programs for training new employees and re-training existing employees on environmental health and safety compliance, effective “green” cleaning procedures and customer service skills; maintains certification processes (e.g., Green Cleaning).
• Establishes and continuously refines the emergency response capacity of FMO Custodial Services, including contingency planning for: severe weather conditions (e.g., snow, ice, wind, and rain), building flooding, Blood-borne Pathogen or other biohazard cleanups, and other potential incidents as required. Provides 24/7 emergency response to constituent community, physically responds to incidents/situations, acts as on-site management representative (when needed), and coordinates related vendor resources as needed at locations across the campus. Continually updates critical emergency response contact information and protocols to ensure they are current and accurate.
• Ensures workforce compliance with all applicable federal, state, and local regulations related to environmental issues, workplace safety and ADA requirements.
• Acts as the business lead in the negotiation and administration of the Service Employees International Union, Local 615 (SEIU) contract; works with the Office of Labor Relations and Campus Services Human Resources to ensure compliance with the contract; manage grievance procedures; train managers and supervisors.
• Ensures agreements with vendors for effective procurement of materials, supplies, inventory, specialty services and supplemental labor. Oversees supervisory compliance with weekly payroll protocols and procedures.
• Responsible for the development and tracking to annual operating budgets and plans for new business opportunities. Benchmarks FMO value and effectiveness against alternative service providers. Reviews unit financial performance on a monthly, quarterly, and annual basis and develops detailed projection and financial management reports as requested. Works closely with FMO Manager of Business Support to investigate and resolve customer issues related to billing or other cost reporting.
• Partners with others across Campus Services groups, customers, and the University community at large to achieve optimal delivery of E&F services and efficient use of resources. Demonstrates and promotes the mission, vision, and values of the organization; providing stewardship, strategies, and services that create an excellent customer experience. Acts in the University’s best interest at all times. As a Harvard University representative, exhibits appropriate professional conduct at all times such that harmonious business relationships are developed and maintained.
• Leads and/or provides support for special projects (short and long-range), initiatives, and tasks as assigned.

Basic Qualifications

• Minimum 10 years of progressive management experience in an effective service group in a mid- to large-scale operation with high standards for service delivery and customer care. College degree required.
• Must have demonstrated financial management skills and the ability to establish and track key performance indicators.
• Must have experience with labor relations and union negotiation strategy. Ability to understand, interpret, and enforce Departmental, University, and governmental procedures, policies, and regulations.
• Demonstrated leadership abilities and willingness to both lead a team and serve as an active team member, demonstrated ability to solve complex problems involving multiple parties without clear lines of authority, and demonstrated ability to maintain flexibility in assignments and work with constrained resources on tight deadlines or in emergency response roles.
• Demonstrated proficiency in desktop computing systems, including Microsoft Office (word processing, spreadsheet, and database applications). Experience utilizing asset and work management systems required.
• Demonstrated ability to develop favorable interpersonal relationships in a diverse, customer- focused environment. Demonstrated excellence in written and oral communications.

Additional Qualifications and Skills

• Understanding of Harvard’s academic and administrative structures is strongly preferred.
• Ability to communicate effectively in Spanish, Portuguese, or Haitian Creole is preferred.
• Working knowledge of network-based systems preferred.
• Familiarity with handheld computing, equipment diagnostics, bar-coding, and related technologies strongly desired.

Certificates and Licenses

Must possess a valid driver license and provide his/ her personal vehicle to travel on and off campus.

Physical Requirements

Must be physically fit and mentally alert at all times. Must be able to stand and walk for long periods of time, and access non-handicap accessible workspaces/areas as well as confined spaces. Must be able to walk up and down stairs, climb ladders, etc. and routinely walk between campus buildings/areas. Must be able to enter various types of buildings, industrial plants, and/or construction sites. Required to wear personal protective equipment where necessary.

Working Conditions

Critical Operations Personnel (required to provide on-site support during emergency situations as determined by management).

Additional Information

The University requires all Harvard community members to be fully vaccinated against COVID-19 and remain up to date with COVID-19 vaccine boosters, as detailed in Harvard’s Vaccine & Booster Requirements. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University’s COVID vaccination requirement, exemptions, and verification of vaccination status may be found at the University’s “COVID-19 Vaccine Information” webpage: http://www.harvard.edu/coronavirus/covid-19-vaccine-information/.

Location

USA - MA - Cambridge

Job Code

329060 Facilities & Oper Manager

Department

Custodial Services

Union

00 - Non Union, Exempt or Temporary

Pre-Employment Screening

Criminal, DMV, Drug Testing, Education, Employment, Identity

Schedule

Monday-Friday
7:00am-3:30pm
Days Off: Sunday & Saturday

Commitment to Equity, Diversity, Inclusion, and Belonging

Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.