Description Job Overview: 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. Directly Reports To: Account Manager and Service Manager 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 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 Required Meetings: · Annual State of the Company · Quarterly Town Hall Meeting · Daily Hub Meeting · Other meetings as assigned Requirements 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