The Manager, Client Services is responsible for leading client relationships, project delivery, and team performance across an assigned portfolio of environmental projects. This role serves as the primary point of contact for portfolio-level client relationships, ensuring a high level of customer service while partnering with the Director of Client Services to develop account strategies for key and repeat clients.The Manager provides day-to-day leadership, coaching, and accountability for Project Managers, ensuring projects are delivered safely, efficiently, on time, within scope, and in alignment with GEMS' core values. The role also oversees scope intake and handoffs, change order management, project financial performance, invoicing, accounts receivable, and client satisfaction, while maintaining appropriate oversight of high-risk projects and supporting the team in resolving delivery challenges. Success in this role is measured through portfolio profitability, timely AR and invoicing, client satisfaction, team performance, adherence to core values, and effective people leadership.Client Relationship OwnershipEnsure there is a positive client relationship through all clients within the portfolio, increasingly for clients with multiple awarded projects within the Manager's segmentServe as the primary point of contact for portfolio-level conversations with clientsCoordinate with the Director of Client Services on account planning for key repeat clients and action plansTeam Leadership & CoachingOversee, mentor, and coach subordinate project managers through managing projects, achieving KPIs, and with mindsetSet expectations and track results through monthly 1-on-1 meetings with each direct reportEvaluate effectiveness of communication between PMs and PCs / TechniciansPeople Management & Team PerformanceApprove time off requests for direct reports and ensure team capacity to continue executing on portfolioOwn day-to-day people management for the team; upscale policy exceptions to the Director of Client ServicesSet explicit expectation that are in line with the direction of Director CS and own accountability on team's project margins, AR payment timeliness, positive client feedback, optimization of invoicing, and upholding all GEMS core values across the teamScope Intake & HandoffReceive scope, RFPs, and work requests from Sales TeamClarify contract scope, fees, and terms as well as client signature before executionOwn change order conversations on projects; review with Director ofClient Services before submissionEnsure POs cover requested work and ensure budget updated prior to work on any scopeProject DeliveryDecide on which scopes to self-perform and which to hand off to subordinates to run.Run own projects beginning to endStep in to support PM-led projects as neededOwn client-facing commitments and deadlines on own projectsMonitor customer service and delivery on subordinate projectsReview major deliverables before release on high-risk projects, whether own or PM-ledFlag financial risk early, ie. slow pay, disputed invoices, scope-fee mismatchKPIsPortfolio marginsPortfolio AR on-time paymentPortfolio client satisfaction / feedbackPortfolio on-time invoicingCore values adherence, team and individualMonthly 1-on-1 completion rate with direct reportsHiring Requirements (Skills, Abilities, Traits, Characteristics, Experience, Education & Accomplishments)5 - 8+ years running environmental or infrastructure consulting projects end-to-end including establishing project scope, budget, schedule, and delivery3 - 5+ years of direct people management experience, ideally supervising Project Managers or similarly senior technical staffPMP designation preferred, not required - equivalent demonstrated project management experience will be considered in lieu of certificationDemonstrated ownership of project margins, not just technical delivery. Experience with budget-to-actual tracking, WIP,



and profitability conversationsExperience managing change orders and scope negotiations with clients, including pushing back on scope creepAR ownership experience - has chased payment, understands invoicing cadence and aging, and can speak to the cash-flow impact of a slow-pay clientComfortable in commercial conversations with clients - rates, terms, contract review - without needing every interaction brokered by SalesHands-on delivery experience across GEMS' core business lines - ECA / Aquatech, Groundwater & Dewatering, Excess Soils, Air Quality, Hazardous Materials, and Settlement MonitoringWorking familiarity with Ministry of Environment, Conservation and Parks and Environmental Activity and Sector Registry regulatory workflows, or a clear ability to ramp quickly given the client-facing accountability of the roleComfortable reviewing and approving technical deliverables and scope without needing SME-level depth in every discipline - judgment over technical masteryPrior experience serving general contractors in the infrastructure sector is a strong asset, particularly with demanding, high-volume accounts similar to AquatechPrior experience directly supervising a team of Project Managers or similar technical staffTrack record running structured 1-on-1s that translate into real coaching, not just status updatesExperience with HR-adjacent duties - approving time off, performance conversations, balancing workload and capacity across a team.This is a new position within the organization.GEMS is committed to providing an inclusive, accessible, and barrier-free recruitment process. If you require accommodation at any stage of the recruitment process, please let us know and we will work with you to meet your accessibility needs.

📌 Manager, Client Services (Vaughan)
🏢 Groundwater Environmental Management Services (GEMS
📍 Vaughan