Senior Service Manager at The Sound

Founded in 1978 by Lucy and Henry Billingsley, the organization expertly builds, owns, and manages its properties, ensuring long-term client, resident, and partner return. Specializing in master-planned developments and principles of new urbanism, each Billingsley property signifies technology, convenience, and a vast array of amenities aimed to attract and retain tenants, residents, visitors, and employees. These amenities include art, sculpture, parks, trails, and outdoor public spaces. With over 5,000 acres in DFW, Billingsley has built 5 million SF of Commercial space, 550,000 SF of Retail, 9 million SF of Industrial, and over 10,000 units of Multi-Family. 

The Senior Service Manager provides leadership, strategic oversight, and operational direction for the maintenance operations across multiple communities within the Billingsley portfolio. This role ensures exceptional quality, safety, and efficiency in property service delivery, budget compliance, and staff development—reinforcing Billingsley’s commitment to excellence and its Core Values every day.

• Assist in developing and managing the annual service budget by analyzing market trends, staffing levels, and projected maintenance needs.
• Partner with Portfolio Managers to monitor and allocate Turnover, CapEx, and R&M budgets.
• Develop, negotiate, and execute vendor and service contracts in collaboration with Corporate Purchasing.
• Oversee vendor relationships, schedules, and completed work inspections to ensure quality and compliance.
• Ensure maintenance and repair projects stay within approved financial parameters.
• Identify and recommend ROI-driven expense reduction and revenue enhancement projects.
• Review casualty loss claims, implement prevention strategies, and mitigate future risks.

• Ensure safety programs, inspections, and reports are completed and compliant with OSHA and company standards.
• Conduct regular inspections of units, amenities, landscaping, pools, and maintenance shops to ensure communities reflect Billingsley’s high-quality standards.
• Maintain and update emergency action procedures for all properties.

• Recruit, train, and mentor Service Managers and maintenance teams to maximize potential and ensure operational excellence.
• Establish and monitor service standards for maintenance requests and unit turns, ensuring timeliness and quality.
• Coordinate and track completion of all required technical, safety, and Grace Hill training programs.
• Provide coaching, performance evaluations, corrective actions, and professional development plans.
• Approve schedules, time records, and time-off requests to ensure coverage and workflow continuity.
• Foster a culture of motivation, accountability, and continuous improvement.

• Deep knowledge of property maintenance management, Fair Housing laws, and OSHA safety regulations.
• Strong understanding of budgeting, contract negotiation, and fiscal management principles.
• Skilled in strategic planning, analytical problem-solving, and operational improvement.
• Proven ability to mentor, train, and lead teams across multiple locations.
• Strong communication and customer service skills; able to interact effectively with residents, vendors, and company leaders.
• Proficiency in Microsoft Office (Outlook, Excel, Word, Teams) and RealPage(including mobile app and reporting).
• Demonstrated ability to prioritize, manage multiple projects, and make sound decisions under pressure.

• High school diploma or equivalent required; technical or vocational training preferred.
• Minimum of 6 years of multifamily maintenance management experience, with at least 3 years in a supervisory or regional capacity.
• EPA, HVAC, CPO, MPO, and CAMT certifications required.
• Comprehensive understanding of preventive maintenance programs and capital improvement planning.
• Valid driver’s license with a clean record (no major violations within the past 12 months).
• Must complete all required Grace Hill e-learnings and Billingsley safety training modules.
• Flexible to work on-call rotations, weekends, evenings, and holidays as needed.