Company Overview:
SMG Holdings is a leading provider of comprehensive facilities maintenance services, specializing in multi-site portfolios across North America. At SMG, we are dedicated to redefining excellence in facilities management by delivering innovative, scalable, and customized solutions that empower our stakeholders to thrive and service with confidence. We are committed to delivering exceptional customer experiences and maintaining long-term relationships with our clients. SMG’s steadfast commitment to quality enables us to create value and provide peace-of-mind through delivery excellence, allowing our clients to better align and focus on their core objectives.
Position Overview/Purpose:
We are seeking a National Service Manager - Enterprise Accounts to support our national account programs and uphold our high standards of operational excellence. This role is responsible for overseeing service delivery, SLA compliance, and relationship management for large, multi-location clients. The ideal candidate will have strong third-party business model experience as well as the ability to thrive in a high-volume environment and a commitment to excellence.
Key Responsibilities:
- SLA Compliance - Oversee systems that monitor and improve service-level agreements (SLAs) across all national account programs.
- Relationship Management - Maintain high-level relationships with key enterprise clients and stakeholders.
- Operational Excellence - Lead service issue management, root-cause analysis, and proactive action planning.
- Strategic Planning - Develop long-term account strategies for retention and profitability.
- Team Leadership - Direct and motivate account teams to meet or exceed retention, performance and profitability goals.
Qualifications & Requirements:
Experience
- 5+ years of experience in Facilities Management
- Strong experience managing national or enterprise-level accounts within a third-party service model (direct FM or trade-specific services such as HVAC, electrical, signage, etc).
Industry Knowledge
- Deep understanding of company-specific products, services, and industry trends.
- Familiarity with CMMS platforms and data-driven service management tools.
Analytical Skills
- Ability to interpret operational data, identify trends, and translate insights into actionable strategies.
- Experience building or leveraging dashboards and reporting to drive performance improvements and client conversations.
Travel
- Willingness to travel as needed to support client relationships and operational oversight.
