Role Overview Sodexo is seeking an Integrated Facility Management (IFM) Subject Matter Expert (SME) The Integrated Facility Management (IFM) Subject Matter Expert (SME) plays a critical role in supporting the growth and performance of Sodexo’s IFM Services across North America. This role serves as a regional technical expert, partnering with operations, segments, and sales to ensure consistent, high-quality service delivery through the effective deployment of Sodexo’s Site Management System (SMS) and FM frameworks. The IFM SME helps drive operational excellence, standardization, and innovation while supporting new solution development and continuous improvement across service lines. Remote role What You'll Do - Serve as the regional technical expert for IFM Services, supporting operations across all segments - Lead the adaptation, deployment, and continuous improvement of SMS frameworks, tools, SOPs, job plans, and costing models - Identify and scale best practices and innovations across equipment, technology, and processes - Partner with Segment SMEs to support SMS training and technical issue resolution in the field - Support the deployment of FM training programs and tools across the region - Act as a strategic partner in solution development, including supporting sales efforts and new FM service offerings - Contribute to margin improvement by optimizing labor and materials while maintaining service quality What We Offer Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include: - Medical, Dental, Vision Care and Wellness Programs - 401(k) Plan with Matching Contributions - Paid Time Off and Company Holidays - Career Growth Opportunities and Tuition Reimbursement More extensive information is provided to new employees upon hire. What You Bring - Bachelor’s degree or equivalent experience - 5+ years of functional experience in Facilities Management or a related outsourced services environment - Strong knowledge of FM business drivers, standardized service delivery models, and operational excellence - Proven ability to influence and partner with stakeholders at multiple levels of the organization - Experience supporting business cases, strategic planning, and service innovation - Strong analytical skills with the ability to build data-driven operational solutions - Experience working in multi-environment labor models (including unionized environments) is a plus Who We Are At Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike. We do this by providing food service, catering, facilities management, and other integrated solutions worldwide. Our company values you for you; you will be treated fairly and with respect, and you can be yourself. You will have your ideas count and your opinions heard because we can be a stronger team when you’re happy at work. This is why we embrace diversity and inclusion as core values, fostering an environment where all employees are valued and respected. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need assistance with the application process, please complete this form. Qualifications & Requirements Minimum Education Requirement - Bachelor’s Degree or equivalent experienceMinimum Functional Experience – 3 years

• Manage a team of technology transfer operations staff who perform managed services work under billable service contracts for our Sophia and Evolve clients. • Coordinate and provide leadership and training for new and existing staff on this team. • Project manage, track and delegate work to ensure that contracts are being fulfilled as per SOW and that Wellspring is maintaining the target margins and staff utilization levels. • Ensure team members are managing their service contracts and recording their time accurately using the company’s project management and time recording system. • Coordinate and lead the initial kick-off calls for OaaS subscribers to align the expectations on what will be done per the SOW. • Work with marketing and sales to support business development activities to secure new clients. Provide support to scope and price SOWs for new OaaS contracts. • Provide technology transfer sector knowledge and expertise to assist other members of the company.

• Secure 100%+ Net Revenue Retention from the client base • Use several automation tools to help clients have success with our software • Train clients on how to use our software • Field client concerns, problems, and questions; and then resolve those issues • Find and refer upsell & expansion opportunities to our sales team • Monitor client health and get in front of churn risk • Increase product adoption • Establish trust and rapport with the client base to increase the likelihood of retention, expansion, and referrals

• From the moment a client has their first discovery call with a lending adviser, this role is responsible for preparing the deal file so the strategist team can focus on strategy, not administration. This stream is the engine room of the client's deal pipeline. • Mystro Pre-Fill: Set up client profiles from discovery call notes, pre-fill forms to 60%+ completion, send document collection invites via the Mystro portal. Target: within 1 hour of discovery call notes being logged. • Document Collection & Reconciliation: Monitor incoming documents, cross-reference against conditional checklists (PAYG, self-employed, mixed, investment, HECS, SMSF), chase outstanding items. Target: documents reviewed and client contacted within 2 hours of receipt. • Document Follow-Up Process: Manage the automated follow-up sequence for outstanding documents (48 hours, 1 week, 2 weeks). Monitor escalation triggers and step in with a phone call when automated emails have not produced a response — including offering to walk clients through form completion over the phone where needed. • File Setup & Sensitive Information Redaction: Set up client file structures and redact sensitive personal information from documents before they are passed to the strategy team. This is a critical compliance and privacy step in the workflow. • Credit Checks: Pull credit reports via Equifax/illion portal • Valuation Ordering: Order property valuations across CoreLogic and Valocity platforms for multiple lenders • Strategy Prep Handover: Once all documents received, file set up, redaction complete, and credit pulled, move the deal to Strategy Prep stage for the strategist team with zero rework required. • Once a client settles, this role manages the ongoing communication and coordination that keeps the relationship active. The strategist conducts the substantive reviews, but this role ensures they happen on time, clients are prepared, and nothing falls through the cracks. This stream directly drives client retention, repricing revenue, and referral generation. • 9-month repricing outreach to all eligible clients • 12-month and 24-month check-in coordination — identify eligible clients, prepare the brief (current rate, lender, loan balance, any life changes noted), and schedule the call with the relevant strategist. The strategist conducts the review; you ensure it happens on time and nothing slips through • Refer-a-Friend reward processing (gift cards, charity donations) • Uber voucher delivery for new purchase settlements • Monthly BrokerEngine-to-HubSpot settlement reconciliation • Daily pipeline health checks using structured queries • Pricing request routing to the appropriate strategist • Referral partner communication: Update referral partners on client progress at key milestones, maintain professional relationships through systematic communication, and ensure partners stay informed throughout the client journey.