Penn State Job Catalog

The defined natural career progression within or between job profiles.

Facilities Service Management

The Facilities Service Manager is part of the Office of Physical Plant (OPP) and oversees the University-wide facility maintenance reception unit with a focus on ensuring efficient and responsive service for facility requests; establishes and evaluates unit service procedures; provides consultation and guidance for facility coordinators across the University; fosters cross departmental relationships and communication to enhance service delivery.

• Provide leadership, direction, and operational management for the University- wide facility maintenance reception unit that is responsible for prioritizing and resolving facility and infrastructure work requests; ensure operational alignment with OPP mission, policies, and procedures
• Manage a team of service representatives; delegate tasks, assign priorities, and design efficient workflows; disseminate information and conduct trainings to ensure consistency of service; responsible for performance management and professional development opportunities
• Establish and assess customer service standards; implement process improvement initiatives; identify customer success opportunities and develop strategies to optimize service
• Serve as a liaison with facility coordinators across the University; facilitate cross unit collaboration between coordinators; provide consultation and technical expertise; develop and lead informational and training meetings
• Coordinate and collaborate with internal departments on facility planning initiatives to include maintenance, alteration, and space planning functions
• Develop and manage unit budget; oversee all budget planning, oversight, forecasting, and reporting activities

Level:

– Manager

Base Description:

– Manages direct reports where primary duty is the management of a working unit.

Level Summary:

– Demonstrates proficient ability in work design, project management, financial planning and development of goals for accomplishing unit assignments. Reviews and guides work to ensure conformity to policy and effective approaches. Evaluates employee performance and recommend development opportunities. Demonstrates ability to coach employees. Presents and communicates key university indicatives and connects it to unit contributions. Provides broad guidelines. Develops, evaluates, enhances, and/or implements quality improvement practices. Recommends innovative solutions.

Supervisory Responsibilities:

– Oversees a team (typically 4 or more; no fewer than 2) full
– time direct reports of individual contributors and/or first level supervisors.

Fiscal Responsibilities:

– Monitors and tracks department/area budget
– May plan, forecast, and/or assist in developing budgets
– May have final signature authority for specific area

Problem Solving:

– Encounters varied and complex problems
– Helps to develop creative and/or novel approaches to resolve problems that are difficult in nature but within limited scope
– Modifies, adapts, or refines guidelines if necessary to resolve issues or problems

Independence of Action:

– Works independently on complex or strategic assignments
– Uses existing practices and advanced working knowledge to determine appropriate work methods for the team
– Reviews completed work of others for conformity to policy, and effectiveness of approach
– Delegates advanced tasks to others

Communication and Collaboration:

– Communicates with both internal and external audiences
– Collaborates closely with team members and various areas across the University
– Prepares written and/or verbal presentations or proposals on complex issues and delivers to a broad variety of audiences
– Communicates key university initiatives and how unit’s work contributes to their achievement
– Presents ideas, concepts and instructions in a clear manner, and uses persuasion and negotiation to build consensus and cooperation
– Establishes and maintains networks to facilitate successful communication among units

• Comp Grade – 10
• Minimum – $61,800.00
• MidPoint – $75,700.00
• Maximum – $89,600.00