Description

Service Manager (Durham Region)

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.

Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.

Experience being part of a high-performing team with a fulfilling career in property management with FirstService Residential.

FirstService Residential is seeking a proactive, people-focused Service Manager to lead operations across an assigned portfolio of condominium properties. This field-based leadership role oversees Front Desk, Housekeeping and Superintendent services, builds strong relationships with Property Managers, and supports engaged, high-performing teams. The successful candidate is organized, approachable and confident in taking ownership of service challenges and seeing solutions through.

Duties & Responsibilities:

The duties below are representative of the position. Specific responsibilities may vary based on portfolio needs.

Operations & Portfolio Management:

- Oversee service delivery across assigned properties, ensuring contract requirements, Standard Operating Procedures (SOPs) and site-specific Standing Orders are followed.
- Maintain a consistent field presence through property visits,



inspections and quality assurance reviews; address deficiencies and confirm follow-up.
- Identify operational risks, prioritize competing site needs and support property start-ups, takeovers and service transitions.
- Maintain operational readiness, including staffing, required documentation, supplies and equipment.

Client Relationship Management:

- Build and maintain positive, trusted relationships with Property Managers and other client representatives.
- Communicate proactively about service performance, staffing changes, concerns and improvement plans.
- Respond to client feedback promptly, resolve issues professionally and follow through on commitments.

Associate Management:

- Lead, coach and support Front Desk, Housekeeping and Superintendent associates; promote accountability, engagement and professional development.
- Support recruitment, onboarding, performance management and retention in partnership with Recruitment and Human Resources.
- Anticipate staffing needs and coordinate scheduling, coverage and cross-training to support consistent service.
- Oversee attendance, timekeeping, payroll approvals and responsible use of overtime and relief coverage.

Training, Quality Assurance & Compliance:





- Ensure associates receive appropriate orientation, site-specific training and ongoing coaching, with required records maintained.
- Monitor service quality and compliance with company policies, health and safety requirements and established procedures.
- Complete required inspections, audits and follow-up actions; work with Human Resources on associate matters within assigned responsibilities.

Communication & Incident Response

- Respond to operational issues and incidents, ensure appropriate documentation and timely escalation of significant concerns.
- Maintain accurate field activity reports and communicate portfolio priorities, risks and progress to the Director, Operations.
- Collaborate with internal support teams to resolve issues and improve service delivery.

Additional Duties & Responsibilities

- Uphold FirstService Residential Mission, Values, Global Service Standards and skilled conduct expectations.
- Participate in meetings, training and operational improvement initiatives; perform other related duties as assigned.
- Provide temporary shift support when qualified and operationally required.

Supervisory Responsibility

- Front Desk, Housekeeping and Superintendent associates assigned to the portfolio.

Education & Experience

- Three (3) or more years of relevant leadership experience in hospitality, facilities, property operations or another service-oriented environment, including employee supervision.
- Experience coordinating staffing, service quality and client relationships; multi-site man

📌 Service Manager (Canada)
🏢 FirstService Residential
📍 Canada