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Director, Service Delivery and Property Management

  • Industry: Facilities Management
  • Location: Washington, DC
  • Client: Institution - Higher Education
  • Search ID: 18-1005-16

George Washington University (GWU) has retained Helbling to conduct an executive search to secure a Director, Service Delivery and Property Management (SDPM). GWU Facilities and Campus Development is comprised of several units that operate and maintain university facilities, including but not limited to providing quality support services for the physical environment of the university, campus planning activities, construction projects, campus development projects, building maintenance and operations, oversight on building related regulatory matters, and overall customer service initiatives.

The SDPM will be responsible for the oversight of property management, the 24/7 operative Facilities Central call center, and service delivery functions within Facilities & Campus Development across a mixed portfolio of academic, residential, and retail properties. The overarching goal of the Service Delivery & Property Management unit is to provide a quality physical environment that meets the needs of GWU’s residential and academic / administrative customers. The Director, SDPM will report to the Assistant Vice President, Facilities and Campus Development.


  • Manage the framework for receiving customer work requests, deployment of resources to solve customer issues, regular assessment and inspection of building conditions, support for preventative maintenance activities, and collaboration with Facilities & Campus Development management to ensure services are delivered to meet customer needs.
  • Supervise and mentor property management staff to build and sustain relationships in order to effectively collaborate with colleagues to accomplish maintenance, repairs, alterations, improvements, risk management, safety, and security throughout the portfolios.
  • Escalate issues to leadership, as necessary, make recommendations for portfolio improvements / enhancements, and participate in resulting initiatives.
  • Provide service delivery metrics.
  • Routinely audit protocols and policies. Make revisions to support operational needs. Establish appropriate after-hour SOP’s to include escalation and on-call protocols.
  • Maintain routine communication with building points of contact and partner organizations; most notably student and professional staff in residence.
  • Support team members’ career and professional development pursuits to include training and development initiatives.
  • Responsible for annual performance reviews, goal setting, and performance checkpoints.
  • Manage annual summer operation activities to include assembling internal working groups, aligning resources, developing summer projects’ schedules, and providing work plans’ recommendations to minimize summer resident impacts.
  • Contribute to the development of annual operating and capital budgets for the department, and collaborate on the development of annual summer and winter break projects.
  • Perform other related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.

About GWU

In his last will and testament, George Washington envisioned a university in the heart of the nation’s capital that would serve as an intellectual hub for the country. Today, through GWU's vast network of world-class academic opportunities, access, partnerships and policy-research initiatives, the university puts its knowledge to work for immediate impact.

Quick Facts:
  • The largest institution of higher education in Washington, DC.
  • Located four blocks from the White House.
  • One of the largest private employers in Washington, DC.
  • Has ten (10} Schools & Colleges.
  • 11,000+ undergraduate and 15,000+ graduate students enrolled at all locations coming from all 50 states, Washington, DC, and 134 countries.
  • Now 50 percent solar-powered for its electricity, GWU is making major strides towards its commitment to being carbon neutral by 2040.

For more information, please visit the George Washington University Fact Sheet.


Working at George Washington University GWU immerses you in the rich cultural heritage and historic locations in and around the nation’s capital. The main campus is located in the Foggy Bottom neighborhood of vibrant downtown Washington, DC, while the Mount Vernon Campus in Northwest DC and the Virginia Science & Technology Campus in Ashburn, VA are located in peaceful suburban areas. GWU also has business offices and graduate education centers located strategically throughout the Washington, DC metro area.

Foggy Bottom is conveniently located in the heart of Washington, DC, close to three major airports, including Ronald Reagan Washington National, Washington Dulles International, and Baltimore Washington International, as well as to Union Station where you can take the bus or train. Public transportation is readily available with the Foggy Bottom / GWU Metro stop on the Orange, Blue, and Silver lines located right on campus.

Helpful Links

George Washington University –
GWU Facilities & Campus Development –

Minimum Qualifications

  • Qualified candidates will hold a Bachelor’s Degree in an appropriate area of specialization, eight (8) years of relevant professional experience, or a Master’s Degree or higher in a relevant area of study plus six (6) years of relevant professional experience.
  • Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience.

Preferred Qualifications

  • Experience in higher education or similar institution.
  • Supervisory experience within a large organization.
  • Effective customer service, oral and written communication, analytical and organizational skills are necessary along with ability to work and multitask in a fast paced and changing environment.
  • Demonstrated experience collaborating with persons at all levels within an organization with proven ability to lead and work within a team environment.
  • Excellent computer skills and working knowledge of MS Word, Excel, and Power Point.
  • Experience with AiM and Harbor Flex preferred but not necessary.

Search Consultant: Wendy Zang

Successful Completion of a Background Screening will be required as a condition of hire.

The university is an Equal Employment Opportunity/Affirmative Action employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.

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