WHAT YOU GET TO DO IN THIS ROLE:
Our Workplace Services & Real Estate team is responsible for curating and sustaining our unique ServiceNow work environments around the world, helping to bring our Purpose to life in the physical sense. We are responsible for the full life cycle of our physical workplaces, from ‘ideation to expiration’, and we are a key influencer of the employee experience by way of our workspaces, services and amenities.
We are looking for a highly skilled and experienced Workplace Services Site Lead to oversee the overall customer experience for our London office. This office is a key location for meeting with our customers, partners and other organizations that we support and requires the highest level of customer service. In addition to customer service responsibilities, you will need to ensure that our workplace environments are safe, functional, and optimized to support the overall user experience.
The ideal candidate will have strong leadership and executive engagement abilities, a comprehensive understanding of facilities management, and a proven track record of collaborating effectively with cross-functional teams to achieve organizational objectives and shape the workplace experience for our employees, ensuring that the work environment is dynamic and engaging. This role demands a proactive approach to problem-solving and excellent communication skills.
You will have direct responsibility for all workplace experience functions, including the operations and maintenance of facilities, move management, employee programs, events and safety initiatives in our London office.
This role is considered essential and requires on-site presence (5 days/week or more, 8am-5pm M-F) and is available for emergency response 24/7/365.
WHAT YOU GET TO DO IN THIS ROLE:
- Oversee WPS on site programs, including but not limited to soft services, meeting room and event services, office supplies, amenities & perks and wellness, move management, and landlord interactions for day-to-day operations.
- Be a trusted partner, build strong relationships with local senior executives and WPS partners ensuring alignment between workplace services and organizational needs. Regularly engage with stakeholders to provide updates on site performance, challenges, and opportunities for improvement and socialize programs
- Organize and support events, ensuring spaces are ready for training sessions, meetings, and other activities, including conference room setup and equipment management.
- Deliver high-quality customer service by addressing inquiries and concerns, following up to ensure satisfaction and continuous improvement.
- Ensure the smooth operation of the facility by conducting regular inspections for cleanliness, safety, and functionality, addressing repairs and maintenance needs proactively.
- Manage vendors including, but not limited to maintenance, HVAC, electrical, security, janitorial, furniture and kitchen services to ensure proper delivery of their services.
- Maintain regular communication with employees via established channels to update them on site activities.
- Effectively utilize our ServiceNow platform, including receiving and reviewing requests, assigning or completing work orders, and tracking completion/closeout of tasks and requests.
- Manage the location’s operating expense budget pertaining to local responsibilities. Responsible for quarterly budget management, track work to cost center, and provide regular budget updates to your management.
- In coordination with the Regional, Geo and Global Leads, engage our Sourcing team to solicit bids, negotiate contracts, and oversee vendors providing services.
- Create and track PO’s for the location, track spending on a vendor-by-vendor basis, administer contracts and ensure quality work is performed by our vendors.
- Manage allocated portions of the operating expense budget, ensuring cost-effective operations and financial accountability.
- Promote and maintain a clutter-free, safe working environment by adhering to safety protocols and cleanliness standards.
- Business Continuity & Compliance: Be a proactive member of the Incident Management Team and ensure business continuity for all facilities, ensuring operational resilience in the event of emergencies or unforeseen disruptions.
- Be a pivotal internal partner to, and customer of, our Real Estate, Planning & Design, Safety & Security, Project Management office.
Qualifications
TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:
- 3-5+ years of experience in Facilities Management & Operations, hard/soft services, customer service or related disciplines.
- Industry certifications such as FMP, BOMA, IWFM or other relevant designations.
- Strong interpersonal skills, including the ability to establish positive relationships with all levels of the organization, and with business partners (internal and external).
- Proven track record and strength in white-glove customer service, hospitality, and experience/engagement activities
- Strong sense of prioritization and managing competing priorities and deliverables to multiple stakeholders
- Work effectively with minimal supervision as an individual and as part of a team.
- Proficiency in spreadsheet, presentation, database, financial CAFM/CMMS and other related software tools and applications
- Ongoing commitment to provide relevant subject matter expertise on current industry best practices and a growth mindset for learning & development.
- Financial, analytical, and organizational skills.
- May need to work a flexible schedule including outside work hours, early mornings, evenings and/or weekends as needed to meet department and company demands.
Additional Information
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