Workplace Services Site Lead - London

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

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

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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