Manager, Service Delivery

Cushman & Wakefield; Mountain View (CA); On-site; USD 136,000 - 160,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Dental Insurance

Retirement Savings Plan

Life Insurance

Disability Insurance

Paid Time Off

Job summary

Cushman & Wakefield is seeking a Manager of Service Delivery to lead day-to-day facility operations across campuses, including custodial, life-safety, engineering and general maintenance, ensuring service levels align with client expectations.

You will manage contracts, budgets, staff, and vendors, drive cost reductions, and maintain robust documentation and compliance records while collaborating with clients and internal teams to sustain high-performance service delivery.

Qualifications

• Minimum 5–7 years of commercial high-rise/campus management experience
• Experience with leasing, construction, engineering and operations
• Experience with cost reduction programs and program development
• CFM/IFMA/BOMA certifications recommended; other training valued

Responsibilities

• Oversee day-to-day facility operations across assigned campuses and ensure services meet C&W standards and client expectations
• Manage contracts, budgets, expenditures, and PO processes
• Lead staff, supervise vendors, and drive continuous service improvement
• Maintain comprehensive site documentation, safety and compliance records, and reports
• Analyze performance data and coordinate annual planning and capital budgets

Skills

Communication

Technical Proficiency

Problem Solving

Leadership

Teamwork

Relationship Management

Financial Management

Education

Bachelor's degree in Facilities Management / Corporate Real Estate / Project Management / Business Administration

Tools

CMMS/Work Order Management

Yardi

Job description

Manager, Service Delivery Job Description Summary

The Manager of Service Delivery is responsible for overseeing day to day operations across assigned facilities or campus environments, ensuring all services—including custodial, engineering, life-safety, site services, and general maintenance—are delivered in alignment with C&W Services standards and client expectations. This role provides leadership in facilities operations, staff management, vendor oversight, financial stewardship, and continuous service improvement. The Manager ensures all maintenance and janitorial programs are executed effectively, responds promptly to tenant and occupant needs, and maintains a comprehensive set of site‑specific documentation and compliance records. This position manages contracts, reviews budgets, leads annual planning processes, and contributes to long‑term capital and improvement strategies. The Manager also collects and analyzes operational data to evaluate service delivery performance and identify cost‑reduction opportunities. Serving as the primary liaison between clients, vendors, and internal teams, the Manager of Service Delivery builds strong relationships, enforces compliance with safety and insurance requirements, and upholds all terms of the management agreement. The role includes hiring, training, and motivating facility personnel while fostering a collaborative, high‑performing team culture. With strong technical proficiency, financial acumen, and leadership capability, the Manager ensures facilities are maintained to high standards and that service outcomes consistently meet defined Service Level Agreements.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Ensure the day-to-day operations of the facility(ies) or campus, including custodial, life-safety, engineering, site services, and general maintenance, are implemented and carried out in a manner consistent with C&W policies and client directives
• Manage all contracts to ensure they are reviewed on a regular basis and are bid out as required; verify that invoices match contract pricing
• Supervise all maintenance programs relating to the interior and exterior conditions and appearance of the properties
• Respond positively and promptly to requests from building tenants and occupants. Oversee the implementation of ongoing contract programs to constantly assess tenant and occupant needs and to ensure problems are being solved promptly to the mutual benefit of the tenant, client, and the properties in accordance with contract scope and Service Level Agreements (SLA’s)
• Ensure that all site-specific documentation and reports are completed accurately and on time, including (and as applicable): Property Information Book, Site Operating Manual, Emergency Procedures Manual, IIPP Manual, Local Code Compliance Log, ADA Compliance Log, OSHA Log, Safety Meeting Log, Elevator Logs, Janitorial Log, Purchase Order Log, Vendor Certificates of Insurance, As-built Drawings, IIPP Manual, Paid Invoices File, General Files, Contract Files, Annual Property Conditions and Year-end Performance Report, and other reports and documentation, as required
• Prepare, review, and give initial approval and as needed all budgets, financial reports (monthly and quarterly), contracts, expenditures and purchase orders related to the facility(ies) or complex.
• Coordinate the preparation and publication of the annual budget, quarterly reforecast, and business plans
• Assist in the development of capital budgets for the property. This includes contributions towards a five-year plan of maintenance, facility improvement, and cost reduction initiatives
• Collect, analyze and report statistical data as may be required to provide accurate and current assessment of facility management objectives
• Hire, train and motivate facility personnel. Maintain positive staff relations. Conduct or approve performance evaluations for staff
• Thoroughly familiar with the management contract and all requirements contained therein
• Monitor and ensure that tenants and vendors comply with insurance requirements and coordinate all claims, as required

KEY COMPETENCIES

1. Communication Proficiency (oral and written)
2. Technical Proficiency
3. Problem Solving/Analysis
4. Leadership
5. Teamwork Orientation
6. Relationship Management
7. Financial Management

IMPORTANT EDUCATION

• Bachelors degree in Facilities Management, Corporate Real Estate, Project Management, or Business Administration required

IMPORTANT EXPERIENCE

• A minimum of 5-7 years of commercial high-rise, campus environment, and/or property portfolio management experience required
• Experience in leasing, construction, engineering and all facets of property operation and building management preferred
• Experience with critical system environments desired
• Experience in the development and implementation of programs to drive out cost inefficiencies preferred
• CMMS/Work Order Management experience preferred

ADDITIONAL ELIGIBILITY QUALIFICATIONS

• Certified Facility Manager (CFM), International Facilities Management Association (IFMA), Building Owners and Managers Association (BOMA) industry certifications recommended; other Engineering, Business or technical training or certifications preferred
• Ability to read and understand construction specifications and blueprints
• Proficient in understanding management agreements and contract language
• Excellent computer and systems knowledge: Strong literacy in Microsoft Office Suite (MS Word, Excel and PowerPoint)
• Strong discipline of financial management including financial tracking, budgeting and forecasting
• Knowledge of Financial Systems (Yardi a plus)
• Skilled in Building Management Systems maintenance and monitoring

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. May be required to travel outside between properties in varying weather conditions.

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 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: $ 136,000.00 - $160,000.00

C&W Services 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 C&W Services, please call the ADA line at 1-888-365-5406 or email [e-mail]. Please refer to the job title and job location when you contact us.

INCO: “C&W Services”

About Cushman & Wakefield Cushman & Wakefield Cushman & Wakefield (NYSE: CWK) is a leading global commercial real estate services firm for occupiers and investors with approximately 53,000 employees in over 350 offices and nearly 60 countries. In 2025, the firm reported revenue of $10.3 billion across its core service lines of services, Leasing, Capital markets, and Valuation and other. Built around the belief that Better never settles, the firm receives numerous industry and business accolades for its award-winning culture. For additional information, visit www.cushmanwakefield.com