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Associate Director for Custodial and Support Services

Company: Harvard University
Location: Cambridge
Posted on: February 22, 2021

Job Description:

Associate Director for Custodial and Support Services Campus Services 49982BR Job-Specific Responsibilities 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 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.
This position provides senior level management support across all work groups within the FMO Custodial and Event Support unit, has direct supervisory responsibility for multiple work groups, and is responsible for overall service delivery, leadership and management of staff, customer satisfaction, and financial performance of assigned work groups.--


  • 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.
  • 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 to and ensures compliance with union contracts, University procedures and 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.
  • Maintains regular contact with clients (electronic and face-to-face) to ensure optimal communication of activities, alignment of priorities and effectiveness of services. Oversees routine inspections of scheduled work assignments across all supervisory areas to ensure effective performance of all cleaning and related support services.
  • In collaboration with the Director this position establishes and/or implements work performance standards and measures for all employees to ensure service delivery and customer satisfaction expectations are consistently met. Assists in the development and maintenance of standards for selecting candidates for open supervisory and hourly positions. For work groups assigned, acts as a primary contact for Campus Service Human Resources in the employee hiring process. Responsible for managing assigned managers' and supervisors' execution and compliance with all HR policies and hiring processes, and actively managing groups compliance with these. Basic Qualifications
    • Minimum 8 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. Bachelor's--degree required. Understanding of Harvard's academic and administrative structures is strongly preferred.
      Emergency Status Designation: Critical Operations Personnel (required to provide on-site support during emergency situations as determined by management).

      -- Additional Qualifications and Skills 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.-- Ability to communicate effectively in Spanish, Portuguese, or Haitian Creole is preferred

      Technology Skills Required: Demonstrated proficiency in desktop computing systems, including: Microsoft Office (word processing, spreadsheet and database applications). Experience utilizing asset and work management systems required. Working knowledge of network-based systems preferred. Familiarity with handheld computing, equipment diagnostics, bar-coding, and related technologies desired.

      Special Requirements: 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 work spaces/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. Additional Information DUTIES & RESPONSIBILITIES - CONTINUED
      • 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.
      • In collaboration with the Director, 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. Provides support to the Director in managing and/or maintaining certification processes (e.g. Green Cleaning).
      • Exercises 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.
      • Assists in the negotiation and management of contract agreements with vendors for effective procurement of materials, supplies, specialty services and supplemental labor. Oversees supervisory compliance with weekly payroll protocols and procedures.
      • Works closely with the Associate Director and the Campus Services business support staff to develop and administer 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 contributes to the development of 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.
      • In coordination with the Director, participates in/supports the negotiation strategy associated with custodial service collective bargaining agreements. Serves as the primary resource for assigned managers and supervisors for initial conflict resolution and first contact for Campus Services Human Resources. Represents FMO management in grievance hearings as directed/required.
      • Assists Director and others with all aspects of Events Support planning and execution, including representing FMO at selected planning meetings, developing critical logistics, and managing performance of event support crews.
      • 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. Criminal, DMV, Drug Testing, Education, Employment, Identity Schedule Monday - Friday 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.

Keywords: Harvard University, Cambridge , Associate Director for Custodial and Support Services, Executive , Cambridge, Massachusetts

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