FP&M Physical Plant has introduced a new unit that builds on the department’s strong foundation of delivering high-quality customer service to the campus community. On Feb. 20, Silvie Marlette was tasked with leading this unit as the Interim Director of Customer Service. She also joins FP&M’s Extended Leadership Team.
“This two-year project appointment is a good opportunity to evaluate how this position supports our strategic priorities and impacts how we serve our customers,” said Jim Bogan, Assistant Vice Chancellor of Physical Plant. “Silvie’s experience as a leader, as well as her 13 years of service with Physical Plant, has prepared her well for this opportunity. I am confident that she is the ideal person to fill this role and shape our approach to customer service.”
Silvie has served as Facilities Policy Manager since 2022, and she also recently served as the Interim Director of Operations and Maintenance following the retirement of Craig Mayer last summer.
“I’m excited to collaborate with such talented teams,” Silvie said. “Curiosity, dedication, and adaptability are my core values, and I believe they are essential to provide the organizational leadership to deliver exceptional customer service. I look forward to working with everyone in this new role, connecting with stakeholders, gaining valuable insights, and fostering open and proactive communication.”
While she serves in this two-year appointment, Silvie will continue to oversee the responsibilities of her current position while taking on additional leadership responsibilities.
“This project appointment allows Physical Plant to move forward with important changes while staying within current position cap limitations,” Jim said. “It also provides us with a chance to reorganize certain teams that better align with this focus under the customer service umbrella.”
Several units will be relocated from their current areas to ensure a more streamlined and effective customer experience, including Customer Service, Material Management, Tool Room Management, Contracts/Insurance Claims/Campus Policy Management, Operations & Maintenance Improvements, Business Systems, GIS/CADD and Cartography. Physical Plant is also taking this opportunity to move Asset Optimization from Operations & Maintenance to Facilities Management, where Jim said it will have a more natural alignment.
This realignment strengthens FP&M’s commitment to delivering seamless, customer-focused service. By bringing these key functions together under one unit, the department is creating a more efficient, responsive and cohesive approach to supporting the campus community’s needs.