Associate Director for Custodial and Support Services
Company: Harvard University
Posted on: February 22, 2021
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
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.--
DUTIES & RESPONSIBILITIES
- 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
- 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
- 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
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
- 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
- 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
- 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
- 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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