Reports directly to the Associate Director of Facilities, Buildings and Trades and takes direction from and supports Director level positions within Facilities.
Supports the Facilities by coordinating, facilitating, and monitoring completion of related work by in house trades staff and external vendors/contractors.
Responsible for developing and maintaining programs to improve Safety, Compliance, Preventative Maintenance, Vendor Diversity, Equity & Inclusion initiatives, and Customer Service.
Position Description
Coordinates and facilitates completion of work requests:
Coordinate and schedule work with customers and stakeholders across HBS campus including Housing, Executive Education, Faculty, Staff, Students, neighbors, etc.
Enhance Facilities customer service reputation by providing exceptional customer service and assisting trades staff and foremen with customer interactions as needed, allowing trades to focus on troubleshooting and making repairs.
Works closely with Mechanical, Electrical, and Plumbing (MEP) trades staff and shop foremen to facilitate work requests with elevated scope complexity or that need vendor support to complete.
Triages and evaluates intent of customer requests, alternative solutions, next steps, status updates, etc.
Serves as CMMS system, ServiceNow (SN), subject matter expert.
Utilizes SN to monitor WO completion rates, timeliness of WO completion, and acts as a resource to drive completion of aging WOs in need of additional resources.
Identifies new opportunities for leveraging SN to better manage work orders. Develops reports, metrics, KPI's.
Acts as Facilities liaison with IT as it relates to SN and works with trades staff to make sure they stay up to date with SN features.
Develops and maintains campus standards for all MEP/FP/Life Safety equipment, including all major utilities and infrastructure.
Manages assigned Facilities related capital projects, overseeing tasks including project scope definition, budget tracking, procurement, contractor coordination and project close out.
Manages repair and preventative maintenance of all kitchen equipment and infrastructure in close collaboration with Senior Director of Campus Services including oversight of service level agreement.
Manages Kitchen Equipment Upgrades Projects o Liaise with Dining during all City of Boston board of health inspections.
Performs mechanical room inspections with focus on organization, housekeeping, and identifying potential safety issues.
Preventative Maintenance:
Works with AD of Facilities Buildings and Grounds and AD of Facilities Buildings and Trades to schedule all PM tasks, coordinate equipment shutdowns, facilitate PM completion and track PM completion rates.
Makes recommendations for expansion of PM program and works with trades to identify gaps in PM program.
Works closely with Administrative Services team to schedule room-based PM punch list to ensure student rooms are in good shape.
Building/roof/tunnel leaks - assists AD of Facilities Buildings & Grounds with leak investigations. Coordinates with stakeholders
Along with the Operational Technology Manager and in collaboration with the Associate Director Facilities, Buildings and Trades, responsible for set up and implementation of Preventative Maintenance (PM) program within Computerized Maintenance Management System (CMMS), ServiceNow
Diversity, Equity, and Inclusion: Supports facilities managers in researching and onboarding new companies, expanding the vendor pool to include more diverse suppliers and contractors.
Additional responsibilities are listed in the Additional Qualifications section below.
Basic Qualifications
Bachelor of Science degree in Engineering required
Minimum 5 years of applicable experience in facilities, construction, or related project management is required.
Additional Qualifications and Skills
Other Required Qualifications:
Facility Management, Construction Management, related discipline, or equivalent experience required.
Experience with the operations management of multiple facilities, structures, and buildings desired.
Additional/Desired Qualifications:
Strong leadership is required to develop and maintain relationships and partnerships with customers, stakeholders, peers, and business partners.
Strong customer focus. Proven facilities experience providing high quality customer service; and experience with Industry Best Practice Standards. Leadership experience building and sustaining high performance technical operations, including O&M, construction, and renovation projects is highly desirable. Experience planning and executing capital projects and integrating project schedules is also highly desirable.
Strong computer skills required. Ability to work with Project Management Software (i.e., PMWeb and budgeting software).
Strong knowledge of building systems required.
Experience with Building Management Systems (BMS) desired, preferably Siemens and Schneider StruxureWare.
Experience working in a university setting desired.
Strong interpersonal skills required. Ability to work well and build relationships with other Harvard department employees and vendors.
Must be creative at problem solving and possess analytical skills. Strong organizational skills are required.
Ability to communicate well in verbal and written form is essential. Self-motivated who can take initiative to resolve problem. Attention to detail is a must.
Ability to work effectively with user groups, internal staff, and outside consultants. Work under tight deadlines on multiple projects simultaneously.
Must be flexible, adaptable, and work well as part of a team.
Additional duties and responsibilities include, but are not limited to, the following:
Customer Service and Information Technology:
Promotes, builds, and maintains good relations with the campus community. Keeps supervisor informed of campus needs, systems status, and actual or potential occupant problems.
Develops, implements, and maintains standards to ensure a consistently high level of service to all customers: faculty, staff and students. Addresses and resolves issues, collaborating with other staff, contractors, and vendors as needed. Demonstrates leadership and sound judgment, making decisions independently and knowing when to seek direction from supervisor. Develops and implements programs to ensure all services are performed efficiently and effectively.
Assists with Operations various applications (Service Now, BMS, metering, CWP, Life Safety, etc.) through project management, vendor relations, testing, upgrades, reporting and feedback to defined HBS Operations and IT representatives.
Follows up with customers on an as needed basis to resolve any issues.
Periodically, conducts analyses/metrics and creates reports on Facilities key performance indicators by tracking overall service levels across various functional areas.
Being present, available, and visible at all high-profile campus events, such as Commencement, reunions, and Class Day for an "all hands-on deck" approach, as well as staying involved/keeping track of daily events on campus schedule.
Attends Facilities team meetings providing update on relevant information.
This role is responsible for other duties as assigned.
Working Conditions
Sits; stands; bends; kneels; climbs stairs, ladders, and equipment; has good sense of balance to work on heights. Some lifting of medium and/or heavy equipment and tools.
Additional Information
This is a hybrid position which we consider to be a combination of remote and onsite work at our Boston, MA based campus. HBS expects all staff to be onsite 3 days per week and departments provide onsite coverage Monday - Friday. Specific hours and days onsite will be determined by business needs and are subject to change with appropriate advanced notice.
We may conduct candidate interviews virtually (phone and/or via Zoom) and/or in-person for this role.
A cover letter is required to be considered for this opportunity.
Harvard Business School will not offer visa sponsorship for this opportunity.
Culture of Inclusion: The work and well-being of HBS is profoundly strengthened by the diversity of our network and our differences in background, culture, national origin, religion, sexual orientation, and life experiences. Explore more about HBS work culture here https://www.hbs.edu/employment.
About Us
Founded in 1908 as part of Harvard University, Harvard Business School is located on a 40-acre campus in Boston. Its faculty of more than 250 offers full-time programs leading to the MBA and PhD degrees, as well as more than 175 Executive Education programs, and Harvard Business School Online, the School's digital learning platform. For more than a century, faculty have drawn on their research, their experience in working with organizations worldwide, and their passion for teaching, to educate leaders who make a difference in the world. The School and its curriculum attract the boldest thinkers and the most collaborative learners who will go on to shape the practice of business and entrepreneurship around the globe.
Benefits
We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:
Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.
LinkedIn Recruiter Tag (for internal use only)
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Department Office Location: USA - MA - Boston
Job Code: 329057 Facilities & Oper Manager
Job Function: Facilities, General Administration
Work Format: Hybrid (partially on-site, partially remote)
Commitment to Equity Diversity Inclusion and Belonging: Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.
EOE 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.
