Workplace Team Leader in London

Location: London, The Shard (with weekly Milton Keynes visits).

Working Hours: 37 hours per week between 07:00–19:00.

Reporting to: Workplace Regional Manager.

About the role: An incredible opportunity to take charge of workplace operations in one of the UK's most iconic buildings – The Shard – while supporting our wider regional team. This role requires a confident, resilient, and high-energy professional with a strong background in professional services. You will lead diverse teams, drive service excellence, and shape an outstanding workplace experience.

To lead the Workplace and Document Services functions, ensuring services are high quality in terms of effectiveness, efficiency and value, and provided to within agreed service levels across the specified locations. Ensure a professional service; providing a safe, comfortable and operational working environment for our people, visitors and clients.

You will be a leader who takes accountability, encourages development across the wider team, leads by example, and supports managers in translating strategic plans into operational outcomes. You will coach and direct as needed and communicate clearly, acting as an agent for change to make the workplace a great place to be.

What you will be doing

• Customer & Workplace Experience
  • Build strong relationships across the business to understand needs and deliver an exceptional, professional service.
  • Ensure all requests, enquiries, and workspace standards are delivered to high service levels.
  • Liaise with Internal events team to support all managed and non-managed events at locations of responsibility.
  • Maintain excellent housekeeping and a welcoming, high-quality environment for all building users.
  • Oversee visitor management processes, ensuring compliance and exceptional first impressions.
  • Support appropriate objectives and strategies with the Regional Workplace Managers to deliver an outstanding service.
• Service Delivery & Contract Management
  • Lead day-to-day operational delivery across Workplace services, including reception, meeting suites, catering, cleaning, vending, and document services – liaising with The Shard onsite teams for any building/service-related matters.
  • Manage and review SLAs, drive continuous improvement, and ensure value for money.
  • Oversee contractor performance, reporting, and relationship management.
  • Supervise external contractors and building management teams as required.
• Budget & Project Management
  • Own OPEX and CAPEX budgets, ensuring accurate forecasting and tight cost control.
  • Lead and support operational projects, ensuring timely and on-budget delivery.
• Business Continuity & Compliance
  • Maintain and update Business Continuity information.
  • Support emergency planning and incident recovery.
  • Ensure health & safety compliance, including contractor management, risk assessments, and statutory requirements.
  • Act as Fire Warden and First Aid lead where required.
• Workplace & Document Services
  • Oversee reception, meeting suites, security, catering, cleaning, vending, and post/print/reprographics services.
  • Support document production, digital mailroom, scanning, electronic bundles, and paper-lite initiatives.
  • Ensure effective printer/scanner fleet management.
  • Manage meeting room and car park bookings within relevant systems, ensuring SLA compliance.
• Space Planning
  • Partner with senior leaders on accommodation planning and office moves.
  • Coordinate reorganisations and space changes with internal teams and external contractors.
  • Maintain fire safety systems and lead emergency evacuation processes.
  • Manage out-of-hours on-call response.
• Leadership & People Management
  • Lead, motivate, and develop a multi-disciplinary Workplace team.
  • Set clear objectives, drive performance, and build a collaborative, empowered culture.
  • Role model our IOS values and SEATA ethos.
• Health & Safety
  • Ensure the office complies with statutory regulations, inspections, Codes of Practice, COSHH and relevant Health & Safety legislation and policies, including risk assessments. Take action to minimise risk to colleagues.
  • Ensure works carried out by Contractors/Suppliers comply with all relevant statutory regulations and Ampa policies.
  • Issue permits to work where applicable, and ensure that Risk Assessments and Method Statements are provided by Contractors/Suppliers before works commence.
  • Keep the Building File, Health & Safety File and documentation up to date.
  • Designated site First Aider & Fire Marshal (training provided).
• Additional Duties
  • Ensure refreshment areas and collaborative spaces are stocked, clean, and presentable.
  • Organise and serve catering and refreshments for meetings and events.
  • Support IT setup for meetings (MS Teams or other technical requirements).
  • Assist with internal and external events delivery.
  • Manage incoming/outgoing mail, couriers, and offsite storage processes.
  • Prepare for new starters and leavers with lockers, keys, and access control.
  • Ensure environmental policy implementation and recycling compliance.
  • Maintain notice boards and office information to ensure relevance and accuracy.

Qualifications and Requirements

Essential

• 5+ years' experience managing Workplace/Facilities operations in a professional services environment.
• Strong leadership experience across multi-site operations.
• High-level understanding of statutory and compliance requirements.
• Proven background managing front-of-house teams and high-volume workplace operations.
• Excellent communication skills, with resilience and confidence in handling complex situations.
• Strong budgeting, troubleshooting, and contractor-management experience.
• Proficiency across Microsoft 365, Teams, and workplace technologies.
• Hands-on mindset with the ability to thrive in a fast-paced environment.
• Experience delivering process improvements and operational efficiencies.

Desirable

• Experience delivering change and projects in professional services.
• Working knowledge of ESG, ISO9001, ISO27001, BS10008.
• Understanding of systems such as Condeco, iManage, Uniflow, Paper River, or Fiery.

Key competencies

• Energetic, driven, and excited by the challenge of leading in a high-profile location.
• Organised, composed, and able to juggle competing priorities.
• A compelling leader who brings people with them.
• A collaborative partner who thrives in an agile, empowered environment.
• Someone who loves improving experiences, processes, and outcomes.

Additional Information

We embrace agile working and offer a blended approach to where and how we work. We value flexibility and the ability to work in a way that suits you. We have hubs across the UK, including London and Milton Keynes.

EEO and About Ampa Group

Ampa Group is an equal opportunities employer. We value diversity and inclusion and ensure equal treatment for all applicants and employees. Ampa Group comprises multiple brands including Shakespeare Martineau, Lime Solicitors, Mayo Wynne Baxter, Marrons and more. We encourage you to apply if you are aligned with our values and culture.

Equality, Diversity & Inclusion

We are committed to equal opportunities and an inclusive workplace for all.