Program Manager

Who We Are
BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6, 500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients’ businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia.

SUMMARY

The TFMS Program Manager provides operational leadership for their assigned discipline program, implementing service delivery strategies and managing a team of discipline specialists. This role is responsible for executing service delivery strategy, managing operational processes, and overseeing program delivery while ensuring direct client satisfaction and operational excellence..

KEY DUTIES & RESPONSIBILITIES

People Leadership

• Full involvement with recruiting talent. 
• Provides mentoring, coaching and guidance to team members.
• Builds team capability through skills development and performance management.
• Manages resource allocation, workload distribution, and capacity planning to optimize team performance and service delivery.
• Supports the development of training programs, competency frameworks, and team development initiatives by providing feedback on client needs, team needs and skill gaps.

Operational Leadership & Leadership

• Manages & operates the service area across multiple regions, ensuring consistency, quality, and alignment with organizational objectives.
• Maintains and implements operational policies, procedures, and standards established for the service line.
• Supports development of operational processes, workflows, and governance structures through feedback and recommendations.
• Manages operations across regions, ensuring consistency, quality, and alignment with client expectations and strategic objectives.
• Manages complex projects through a team of specialists, following established program guidelines.
• Implements program key performance indicators, and quality management frameworks.
• Applies standardized service delivery processes, templates, and methodologies to drive operational excellence and consistency.
• Supports operational planning for enterprise-wide initiatives, contributing to risk management, resource allocation, and client engagement.
• Makes operational decisions regarding service delivery approaches and resource allocation.
• Implements operational strategies to optimize service delivery and enhance client outcomes.
• Supports the development and refinement of internal KPIs, quality metrics, and performance measurement tools by providing operational insights and feedback.

Program Oversight

• Implements service programs ensuring alignment with strategic objectives and client expectations.
• Monitors program performance identifies trends/issues and implements corrective actions.
• Maintains program documentation, knowledge management, and quality control processes.
• Ensures compliance with program requirements, standards, and policies.
• Identifies program risks and implements mitigation strategies within authority levels.
• Supports the development of program management tools, documentation templates, and reporting mechanisms by providing feedback on usability and effectiveness from regional implementation experience.

Client & Stakeholder Engagement

• Develops and maintains effective relationships with clients, ensuring ongoing satisfaction.
• Implements client engagement frameworks, communication protocols, and relationship management strategies as established by leadership.
• Acts as focal point for issue escalation and resolution with timely, effective responses.
• Provides direct operational problem-solving for service delivery challenges.
• Manages project-related issues escalation and resolution processes, ensuring timely and effective response to client concerns.
• Collaborates with cross-functional leaders to ensure integrated service delivery and stakeholder alignment.
• Implements client satisfaction measurement tools and improvement initiatives.
• Develops proposals and supports contract negotiations using established frameworks and pricing models.
• Supports the development of client engagement strategies, communication frameworks, and relationship management tools by providing feedback on client needs and regional market dynamics

Health, Safety, Environment & Security Leadership

• Acts as focal point for Environmental, Health, Safety and Security compliance.
• Monitors and ensures safe delivery of all work within assigned regions.
• Collaborates on incident management requirements and maintains regulatory documentation.
• Supports development of safety frameworks and emergency procedures through implementation feedback.

Financial Management

• Manages the financial performance of assigned programs within established budget parameters.
• Implements financial controls, monitoring mechanisms, and cost management strategies.
• Makes decisions regarding resource allocation within approved budgets. 
• Monitors financial performance metrics and identifies trends and issues.
• Ensures compliance with financial policies, procedures, and governance requirements.
• Collaborates with finance & leadership teams to develop accurate forecasts and financial reports.
• Identifies cost optimization opportunities and implements approved initiatives.
• Supports the development of financial reporting tools, budget templates, and cost management processes by providing feedback on practical application and financial dynamics related to the service line.

Continuous Improvement & Innovation

• Participates in continuous improvement initiatives to enhance service quality and efficiency.
• Implements approved process improvements, technology investments, and innovation initiatives.
• Applies performance measurement frameworks and reporting mechanisms.
• Supports change management for new processes, technologies, and approaches.
• Implements industry best practices and innovative approaches as approved.
• Measures and reports improvement initiative impacts and ROI.
• Supports development of improvement methodologies through effectiveness feedback.