Manager, Client Services

• Receive scope, RFPs, and work requests from Sales Team
• Clarify contract scope, fees, and terms as well as client signature before execution
• Own change order conversations on projects; review with Director of Client Services before submission
• Ensure POs cover requested work and ensure budget updated prior to work on any scope

• Decide on which scopes to self-perform and which to hand off to subordinates to run.
• Run own projects beginning to end
• Step in to support PM-led projects as needed
• Own client-facing commitments and deadlines on own projects
• Monitor customer service and delivery on subordinate projects
• Review major deliverables before release on high-risk projects, whether own or PM-led
• Flag financial risk early, ie. slow pay, disputed invoices, scope-fee mismatch

• Portfolio margins
• Portfolio AR on-time payment
• Portfolio client satisfaction / feedback
• Portfolio on-time invoicing
• Core values adherence, team and individual
• Monthly 1-on-1 completion rate with direct reports

Hiring Requirements ( Skills, Abilities, Traits, Characteristics, Experience, Education & Accomplishments )

• 5 - 8+ years running environmental or infrastructure consulting projects end-to-end including establishing project scope, budget, schedule, and delivery
• 3 - 5+ years of direct people management experience, ideally supervising Project Managers or similarly senior technical staff
• PMP designation preferred, not required — equivalent demonstrated project management experience will be considered in lieu of certification
• Demonstrated ownership of project margins, not just technical delivery.

with budget-to-actual tracking, WIP, and profitability conversations

• Experience managing change orders and scope negotiations with clients, including pushing back on scope creep
• AR ownership experience — has chased payment, understands invoicing cadence and aging, and can speak to the cash-flow impact of a slow-pay client
• Comfortable in commercial conversations with clients — rates, terms, contract review — without needing every interaction brokered by Sales
• Hands-on delivery experience across GEMS’ core business lines — ECA / Aquatech, Groundwater & Dewatering, Excess Soils, Air Quality, Hazardous Materials, and Settlement Monitoring
• Working familiarity with Ministry of Environment, Conservation and Parks and Environmental Activity and Sector Registry regulatory workflows, or a clear ability to ramp quickly given the client-facing accountability of the role
• Comfortable reviewing and approving technical deliverables and scope without needing SME-level depth in every discipline — judgment over technical mastery
• Prior experience serving general contractors in the infrastructure sector is a strong asset, particularly with demanding, high-volume accounts similar to Aquatech
• Prior experience directly supervising a team of Project Managers or similar technical staff
• Track record running structured 1-on-1s that translate into real coaching, not just status updates
• Experience with HR-adjacent duties — approving time off, performance conversations, balancing workload and capacity across a team.

This is a new position within the organization.

GEMS is committed to providing an inclusive, accessible, and barrier-free recruitment process.

If you require accommodation at any stage of the recruitment process, please let us know and we will work with you to meet your accessibility needs.