Workplace Services Site Lead - London

Workplace Services Site Lead - London

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.

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.

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.