Service Contract Manager

Are you a proactive, results-driven professional with strong relationship-building skills, ready to ensure the City of Raleigh receives exceptional contracted services for employees, patrons, and visitors at City facilities? The Integrated Services Division of the Engineering Services Department is seeking a full-time Service Contract Manager to oversee contract administration across multiple City facilities.

In this role, you will oversee all stages of the contract process from initiation to completion, ensuring compliance, monitoring performance, and negotiating terms to protect the City’s interests. You will manage services, including but not limited to janitorial, landscaping, carpet cleaning, tile grouting and restoration, window cleaning, and pest control; environmental services such as underground storage tanks and monitoring wells; as well as life safety services like elevator maintenance, physical security, and support for security access.

As the primary liaison for contractors, vendors, and city departments, you will conduct site inspections, track vendor performance, document findings, and recommend improvements. Additionally, you will administer security photo badges and keys for city staff and attend City Council meetings to supervise contracted services. 

About You: 

The ideal Service Contract Manager candidate will have strong negotiation, communication, and organizational skills, with a proven ability to draft, review, and manage service contracts while ensuring compliance. You will build and maintain strong relationships with vendors and stakeholders. Experience in managing public-facing security services, handling security incidents, and evaluating security risks is preferred. Familiarity with soft management contracts and compliance with environmental and life safety standards will be beneficial.

About Us: 

The Integrated Facility Services Division of the Engineering Services Department is a team of dedicated professionals working closely with various stakeholders to deliver exceptional service that meets the needs of both internal and external customers. Our mission is to ensure greater accountability across key service areas, including strategic planning, project management (lifecycle, infrastructure, and space), service contracts, building automation, and security. Together, these efforts contribute to maintaining a safe, clean, and functional environment for City of Raleigh employees, patrons, and visitors.

Duties and Responsibilities

Contract Management and Coordination

• Serve as the primary point of contact for city staff, contractors, and vendors, ensuring contract adherence and effective service coordination
• Develop, manage, and ensure clear and enforceable contract documents, including service schedules, renewals, terminations, and modifications to minimize disruptions
• Negotiate contract terms, ensuring compliance with background checks, licensing, and training requirements
• Maintain accurate contract records and generate reports on performance, compliance, and risk management

Service Oversight and Performance Monitoring

• Conduct daily inspections of service contracts, including but not limited to facility upkeep (janitorial, landscaping, carpet cleaning, tile grouting, window cleaning, pest control), environmental services (underground storage tanks, monitoring wells), and life safety services (elevator maintenance, physical security, and security access)
• Track service provider performance, document inspection findings, recommend corrective actions, and ensure timely resolutions
• Conduct risk assessments to identify vulnerabilities and enforce contract modifications as needed

Customer Support and Access Control

• Through access control and ServiceNow platforms, provide customer support to schedule, issue, activate, and deactivate access badge and hard-key requests for employees, contractors, and visitors in compliance with city security protocols and procedures

Event and After-Hours Support

• Attend City Council meetings to supervise contracted company police and security guard services and coordinate other contractual services to ensure seamless operations within the facility during these sessions
• Work evenings and/or weekends as necessary to support and ensure compliance with after-hours services
• Serve as an Essential Employee for the City’s response to storm response, natural disasters or other emergencies requiring work outside of normal hours

Additional Administrative Support

• Assist with other administrative tasks as required

Typical Qualifications

Education and Experience:
Associates Degree in engineering or directly related field and two years of paraprofessional engineering experience, preferably in area of assignment

OR

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.

Licensing and Certifications

• Valid North Carolina Class C Driver’s license with a satisfactory driving record, or the ability to obtain within 60 days of hire

Additional Information

Knowledge of:

• Moderate knowledge and experience in contract administration, including a solid understanding of local, state, and federal guidelines governing service contracts, such as FEMA, OSHA, and HAZMAT handling and storage regulations
• The City's ethical expectations and procedures for awarding, implementing, and managing service contracts and security protocols
• Familiarity with the operation and maintenance of mechanical and electrical equipment commonly used in commercial facilities
• Safety protocols and compliance standards, including environmental, health, and safety regulations relevant to various facilities and contractors

Skill in:

• Experience in carrying out audits and record performance to ensure all contract compliance
• Conducting measurements and performing quantifiable calculations relevant to facility services and contract management
• Strong communication skills, both written and verbal, with the ability to negotiate contracts, resolve conflicts, de-escalate security issues and address customer concerns effectively
• Interpreting and analyzing contract and construction documents to ensure compliance and quality standards are met
• Intermediate to advanced clerical skills, including proficiency in reading, writing, typing, and the use of modern office equipment and software (e.g., Microsoft Office Suite, project management tools)

Ability To:

• Understand and interpret contract terms and conditions, as well as identifying areas for improvement
• Manage multiple priorities simultaneously while maintaining meticulous attention to detail and ensuring timely completion of tasks
• Work independently and as part of a team, exercising sound judgment and decision-making in complex situations
• Analyze and troubleshoot mechanical and electrical issues, ensuring smooth operations of facilities
• Provide clear and effective guidance to contractors, ensuring proper contract execution and adherence to safety and quality standards