Service Lead

Job Type Full-time Description Directly Reports To: Account Manager and Service Manager Job Overview: This candidate will be responsible for the end-to-end management of reactive and planned work orders across a defined client portfolio and region(s). Acting as the central point of coordination between clients, vendors, and internal teams, this role ensures timely execution, cost control, and high-quality service delivery in alignment with company KPIs and client SLAs. This position operates in a fast-paced environment and requires strong operational discipline, vendor management expertise, and effective communication across multiple platforms, including client-facing portals. The Service Lead works closely with Trade Specialists, Procurement, and Account Management to drive work order completion, resolve service challenges, and maintain strong client relationships. Job Responsibilities: Work Order Management Own and manage the full lifecycle of assigned work orders from intake through completion and invoicing readiness Review scopes of work (SOW) for accuracy, completeness, and alignment with client expectations Ensure timely dispatch, updates, and closure of work orders in accordance with SLA requirements Identify and escalate stalled or at-risk work orders and drive resolution Participate in the rotational on call schedule as required Vendor Management & Sourcing Coordinate with approved vendors to source, schedule, and complete work Negotiate pricing to ensure cost competitiveness while maintaining quality standards Evaluate vendor performance and provide feedback to Procurement and Vendor Relations teams Assist in identifying gaps in vendor coverage and support onboarding efforts Client & Portal Communication Maintain consistent and professional communication with clients through third-party platforms and internal channels Provide timely status updates, ETAs, and resolution notes Ensure all client portals are updated accurately and in real time Address client escalations and service concerns with urgency and accountability Project Coordination Manage multi-day and higher-complexity work orders as mini-projects Coordinate between trades, vendors, and internal teams to ensure seamless execution Validate completion quality through documentation, photos, and scope verification Any additional tasks set by the Account Manager as required Financial Oversight Review and validate vendor quotes for accuracy and scope alignment Ensure work orders are executed within approved budgets or properly escalated Identify cost-saving opportunities without compromising service quality Process & Performance Improvement Adhere to internal SOPs and contribute to continuous improvement initiatives Support KPI-driven culture by maintaining accurate data and reporting Collaborate with leadership on workflow improvements and efficiency gains Requirements Key Performance Indicators (KPI's): Operational Performance Work Order Completion Time (vs SLA) Onsite Arrival Rate First-Time Completion Rate (First Time Fix %) Work Order Cycle Time (Open to Close) Aging Work Orders (tickets exceeding SLA thresholds) Quality & Compliance Recall / Rework Rate Candidate Qualifications: Education & Experience 2-5+ years of experience in facilities maintenance, service coordination, or a related field Experience managing work orders across multiple trades and locations preferred Background in vendor management, dispatching, or project coordination strongly preferred Technical Knowledge Working knowledge of building trades, including plumbing, electrical, HVAC, and general repairs Familiarity with facilities management systems (CMMS), ticketing platforms, and client portals Ability to review scopes of work and vendor estimates for accuracy Skills & Competencies Strong organizational and time management skills in a high-volume environment Excellent written and verbal communication skills Negotiation and cost management capabilities Problem-solving mindset with the ability to make quick, informed decisions High attention to detail and process adherence Ability to manage multiple priorities simultaneously