Mgr, Client Svcs Sr

Job Summary

The Senior Client Services Manager Kitchen Equipment provides strategic and operational leadership for commercial kitchen equipment service programs across a portfolio of client locations. This role is accountable for end-to-end performance including equipment uptime service delivery excellence client satisfaction vendor performance financial outcomes and team leadership.

Leading Client Services Leads and their hourly teams this position ensures that kitchen equipment assetssuch as cooking equipment refrigeration dishwashing HVAC and ventilation systemsare maintained in compliance with food safety operational and contractual standards. The Senior Client Services Manager acts as the primary escalation point for complex issues and is a key partner to clients vendors sourcing finance and internal leadership.

Location: Charlotte NC (In Office)

Key Responsibilities

• Strategic Service & Portfolio Ownership
• Own and oversee full portfolio performance for kitchen equipment maintenance and repair programs across multiple client locations.
• Establish and execute service delivery strategies that reduce equipment downtime improve preventive maintenance compliance and control operational costs.
• Ensure services are delivered in alignment with contractual scope SLAs equipment manufacturer recommendations and client operational needs.
• Drive continuous improvement initiatives focused on reliability efficiency and scalability of kitchen equipment support operations.

Leadership & Team Management

• Lead mentor and develop Client Services Leads responsible for daily kitchen equipment operations and hourly employee management.
• Set clear performance expectations KPI targets and accountability frameworks for leadership teams.
• Conduct regular leadership reviews performance evaluations and succession planning.
• Partner with HR on workforce planning engagement escalation management and corrective action processes.
• Foster a culture of ownership accountability and service excellence.

Client Relationship Management

• Serve as a senior point of contact for client stakeholders regarding kitchen equipment performance escalations and strategic planning.
• Lead recurring operational and performance review meetings with clients including KPI reporting trend analysis and improvement planning.
• Proactively communicate risks service impacts and resolution strategies related to equipment failures parts delays or vendor constraints.
• Support client expansion onboarding and contract change management related to kitchen equipment services.

Vendor & Supplier Governance

• Oversee vendor performance for kitchen equipment service providers and technicians.
• Establish governance structures including scorecards service reviews and corrective action plans.
• Partner with sourcing and procurement teams to address vendor gaps onboarding and contract compliance.
• Ensure vendors adhere to safety foodservice sanitation and regulatory standards while performing work.

Financial & Budgetary Accountability

• Own budget oversight related to kitchen equipment maintenance repairs and capital planning.
• Review and approve expenditures quotes and major repair recommendations.
• Analyze cost trends repeat failures and asset lifecycle data to identify savings and optimization opportunities.
• Support forecasting budget planning and variance analysis.

Long Description

Work Order Systems & Reporting Governance

• Ensure accurate and consistent execution of work order management within CMMS platforms.
• Oversee reporting standards for equipment uptime SLA performance backlog and repeat failures.
• Ensure data integrity documentation accuracy and audit readiness across systems.
• Champion system adoption and process standardization to support scalable operations.

Health Safety & Compliance

• Ensure all kitchen equipment services comply with food safety regulations workplace safety standards and internal policies.
• Oversee adherence to safety protocols such as lockout/tagout PPE usage and technician safety training.
• Ensure documentation for safety compliance inspections and service records is maintained and accessible.
• Escalate and address safety risks proactively.

Key Performance Indicators (Portfolio Ownership)

• 98% on-time completion of preventive maintenance and reactive kitchen equipment work orders
• Reduced critical equipment downtime and repeat failures
• 4.5 customer satisfaction score
• 95% SLA compliance across service programs
• Budget adherence and cost-saving initiatives delivered year-over-year
• 100% safety and regulatory compliance

Required Qualifications

• Bachelors degree preferred; equivalent experience considered
• 5 years of experience in facilities management foodservice equipment operations or service delivery leadership
• Minimum 3 years leading managers or supervisors
• Experience managing multi-site operations and vendor networks
• Strong financial analytical and operational management skills
• Proficiency with CMMS platforms reporting tools and Microsoft Office

Preferred Qualifications

• Direct experience with commercial kitchen or foodservice equipment
• Background in restaurant healthcare education or institutional foodservice
• Experience in SLA-driven high-availability environments
• Familiarity with asset lifecycle planning and capital forecasting

Impact

The Senior Client Services Manager Kitchen Equipment is a critical leadership role responsible for ensuring commercial kitchens remain operational compliant and efficient. Success is defined by strong client partnerships high-performing teams reliable equipment performance controlled costs and the ability to scale service delivery across complex portfolios.