Many property teams live in reactive vendor loops—late-night call trees, rotating contractors, and tenants frustrated by repeat outages. This 10‑minute case‑study interview opens with a human 2am alarm vignette and moves into a tightly scoped conversation with Michael Harrington (senior property manager) and an operations lead who built a lean on‑site tech ops function. We surface measurable outcomes owners care about—typical MTTR reductions around 20–35%, 30–50% fewer vendor escalations, and pilot payback windows often within a single lease cycle—then translate those results into an operational blueprint: when to pilot versus scale, three compact role profiles, on‑call design that limits burnout, and three short playbooks that cut repair time. Guests are pre‑briefed to avoid HR, payroll, or vendor endorsements. The episode closes with three immediate actions and a Starter Pack teaser (role templates, 30‑day pilot checklist, sample playbooks, and a KPI dashboard) available on the show hub.