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Manager, After-Hours Services

Date: June, 2015
Reports to (Job Title): Assistant Director, Residence Facilities
Jobs Reporting (Job Titles):

Residence Attendant (9)

TBD - Shift Supervisor or Team Leads

Department: Housing & Residences


Main Campus


37.5 hours per week

Primary Purpose

The Manager, After-Hours Services is accountable to the Assistant Director, Residence Facilities for the provision of outstanding cleaning, maintenance and security services in all university owned residences after normal business hours. The focus of the After-Hours Service Manager’s role is to ensure timely assessment, response and service integration by effectively leading and coordinating After-Hours staff, external service providers, processes, and activities on behalf of Residence Facilities.

Key Accountabilities:


Leadership – Responsible for providing excellent leadership to the After-Hours staff

  • Create and maintain positive working relationships by establishing a clear set of reasonable and mutually agreed upon expectations that align with the Department’s mission and the University’s strategic plan to help employees create clear paths to success.
  • Effectively measure and evaluate performance through both formal performance appraisals and informal methods such as regular feedback, coaching, and one-on-one conversations.
  • Identify development opportunities with direct reports and create development plans that will enable employee growth and enhance performance.
  • Maintain currency and expertise in best practices in campus housing cleaning, maintenance, and security



Human Resource Management and Staff Supervision – Overall managerial responsibilities for After-Hours’ human resources

  • Recruit (hiring processes, onboarding activities), staff performance management, promotions and succession planning, staff training/ development, etc.
  • Manage (and support direct report(s) to manage) university and departmental human resource policies and procedures as they relate to all After-Hours staff, i.e. illness, injuries, safety, return to work initiatives, vacation, overtime, leaves of absence, etc.
  • Ensure commitment and adherence by all After-Hours staff to safety and wellness program(s) that are highly influenced by Workplace Hazardous Materials Information System (WHMIS) and the Occupational Health and Safety Act (OHSA).
  • Oversee the scheduling, communication and assignment of work
  • Provide supervision to all After Hours staff in Residence Facilities when on shift


Operations Management – Overall responsibility for planning and developing strategies and systems for the effective management of the after-hours program.

  • Ensure consistent standards and best practices are implemented and evaluated in after-hours cleaning, maintenance response, and security issues.
  • Collaborate with other Managers of Residence Facilities to identify processes and schedules that create greatest effectiveness and efficiency in service delivery
  • Oversee planning and delivery of end of term processes in conjunction with other Managers of Residence Facilities, accounting for the turn-over of all residence and community spaces within very tight timelines.
  • Ensure all resources are co-ordinated, available, and financially accounted for to fulfil the After-Hours mandate
  • Collaborate with the Manager, Maintenance and Security to develop facility emergency response procedures and manage facility emergencies in collaboration with campus partners when needed.


Inventory – Oversee the Implementation and management of a Cleaning Services Supply and Equipment Inventory System.

  • Collaborate with the Cleaning Services Management Team members and oversee the implementation and management of unit-wide supply and inventory management system including effective requisitioning, delivery, training and distribution of supplies and equipment within all residences.



Collaboration and Integration– Accountable for supporting after-hours requests as they pertain to all of Residence Facilities Services.  

  • Identify process improvement, workflow efficiency and integration opportunities
  • Collaborate on process, policy and procedural improvements with the Residence Facilities Management team.



Project Management – Responsible for managing and directing the multiple regular and special projects that relate to Residence Facilities and the broader department of Housing and Residences.

  • Organize work of self and delegating the work of others to conduct research, compile statistics, develop reports, and communicate results.



Measurement and Evaluation – Overall responsibility for establishing a consistent monitoring process and reviewing After Hours Key Performance Indicators and all other measures of performance of the After Hours services

  • Set targets and provide oversight of measures to ensure effectiveness and continuous improvement goals are achieved.



Fiscal Management – Overall managerial responsibility for After-Hours Services financial resources

  • Manage and oversee the annual After-Hours Services operating budget
  • Follow and provide oversight to ensure university policies and procedures for the effective procurement of required supplies, equipment, and 3rd party service providers are adhered to


Position Requirements





MS Word Excel PowerPoint Other
word excel powerpoint other

Nature and Scope

Interpersonal Skills:

Internally this position:


Externally, this position

Level of Responsibility:

This position is responsible for managing and co-ordinating the provision of consistent cleaning, maintenance and security services in the Department of Housing and Residences’ facilities after regular business hours. This includes effective management and supervising the After-Hours staff, managing the various process and resources in order to fulfill this service requirement.


This position provides leadership, coaching, supervision, and direction to influence the actions of the frontline staff and the supervisor of After-Hours.


This position provides co-worker support to colleague Managers on the Residence Facilities Management Team.

Decision-Making Authority:

This position has decision making authority for accountabilities related to the provision of consistent cleaning, maintenance and security services in the Department’s residences after regular business hours. These types of decisions include: staffing (recruitment, performance, development, discipline, and assignments), emergency response, business process related to resource allocation – both internal and external human resources -service standards, procedures, workload/priority management, and expense management for financial accounts related to the After-Hours service delivery.


This position makes recommendations to the Assistant Director of Residence Facilities about improved service and business process opportunities that impact both the incumbent’s and colleague functional areas within and beyond the department.

Physical and Sensory Demands:

This supervisory role in an office setting, yet involves moderate physical demands (walking and stair climbing when performing building inspections and quality control), along with moderate sensory effort resulting in slight fatigue, strain, or risk of injury.

Working Environment:

This role is exposed to stress and pressure associated with positions that are responsible for supervising full-time employees. The role involves minimal-moderate exposure to psychological risk resulting from unavoidable exposure to hazardous, disagreeable, or uncomfortable environmental conditions. There may be unusual hours or schedules, multiple and/or tight deadlines beyond one’s control and constant interruptions (ie phone calls, emails, and unplanned but urgent service requests) that are impacted by varying student volumes at different times of year, resulting from working within a student residential environment.