Workspace Experience Lead (Hard Services)
Role Purpose
The Office Manager (Hard Services) is the technical custodian of the physical building infrastructure. You ensure that the "invisible" elements of the office - mechanical, electrical, plumbing, and climate - are safe, compliant, and maintained to the highest standard.
Unlike traditional facilities roles, you deliver technical operations with a hospitality mindset. You understand that a broken AC unit or a flickering light isn't just a maintenance task; it’s a disruption to the employee experience. You are a visible, helpful presence on the floor, ensuring business continuity while being ready to support the Hospitality Host or Campus projects whenever needed. Ensuring urgent tasks and completed / balancing priorities.
Key Responsibilities
1. Technical Stewardship & Vendor Management
- M&E Oversight: Serve as the primary operational liaison for CBRE Ensure their delivery of mechanical and electrical services aligns with performance targets and contractual agreements.
- Reactive Maintenance: Own the resolution of issues related to inside the office shell, structure, and fixed assets. Ensure repairs are conducted with minimal disruption to the "office vibe." 50% doing the task, 50% visibility.
- Financial Admin: Create Purchase Orders (POs) for operational tasks and work with the Senior Workspace Specialist to build business cases for technical investments or projects.
2. Safety & Emergency Response
- Fire Warden / First Aid Leadership: Act as a lead Emergency Response Officer. Ensure the team is trained, floor plans are current, and emergency cabinets are fully stocked.
- Incident Management: Take charge during ERO situations, completing incident reports and identifying lessons learned to update the ERO plan.
- Health & Safety: Manage 1st-line H&S tickets, specifically focusing on food hygiene, environmental concerns, and workplace safety.
3. Visible Floor Management & Ticketing
- Quality Rounds: Conduct daily technical floor walks. Verify vendor work completion and look for "silent" failures (e.g., uneven floor tiles, loose fixtures) before employees notice them.
- Service Desk Presence: Handle 2nd-line ServiceNow tickets at the service desk. Communicate technical updates to employees in a friendly, non-technical, and reassuring manner.
- Information Integrity: Keep ServiceNow knowledge articles accurate. Draft updates for recurring technical questions to improve employee self-service.
- Facilities Inbox: Manage the facilities inbox with care, ensuring all technical enquiries are filtered, filed, and actioned with a professional touch.
4. Projects & Continuous Improvement
- Small Project Lead: Coordinate minor operational projects and service upgrades. Ensure vendors are aligned and collaborate effectively to deliver improvements on time.
- Operational Feedback: Identify opportunities for infrastructure improvement and share them through the meeting structure to enhance the long-term health of the campus.
About You (Requirements)
- Technical Hospitality: You have a solid understanding of building systems but talk about them in a way that makes sense to non-technical employees.
- Safety First: You have an uncompromising eye for safety and compliance, but you deliver these protocols with a "how can we make this work safely" attitude.
- Proactive Problem Solver: You don't wait for a ticket to break; you spot the wear-and-tear during your rounds and fix it before it fails.
- Team Player: You are willing to step away from the desk and onto the reception desk or help with an event, understanding that the "Host" mindset applies to everyone.
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Office Manager - Hard Services in Manchester employer: CBRE Group, Inc.
CBRE Group, Inc. is an exceptional employer that fosters a collaborative and innovative work culture in Greater London. With a strong emphasis on employee growth, you will have access to mentorship opportunities and professional development while working alongside a dedicated team committed to delivering high-quality service. The company also prioritises cost efficiency and compliance, ensuring that your contributions directly impact the success of our operations and client satisfaction.
