At a Glance
- Tasks: Manage EMEA ticketing operations and enhance workplace experiences through data-driven problem solving.
- Company: Join a leading tech company committed to exceptional workplace services.
- Benefits: Inclusive culture, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with a focus on continuous improvement and collaboration.
- Why this job: Be the vital link between teams and technology, driving impactful service delivery.
- Qualifications: Experience in facilities management and strong analytical skills required.
The predicted salary is between 35000 - 45000 £ per year.
About the Role
As a Workplace Services Supervisor, you'll be at the heart of how our EMEA region delivers exceptional workplace experiences. You'll own the regional ticketing operations within our service management platform, serving as the critical link between EMEA and our global technology team, and partner closely with our Integrated Facilities Management (IFM) provider to drive seamless, SLA‑compliant service delivery. This is a role for someone who thrives on data‑driven problem solving, champions continuous improvement, and loves working at the intersection of people, process, and technology.
What You'll Do
- Own and oversee EMEA ticketing operations – ensuring efficient handling, smart prioritization, and timely, SLA‑compliant resolution within our service management platform.
- Partner closely with our IFM provider to drive accountability, seamless collaboration, and consistent service performance.
- As regional Subject Matter Expert (SME) serve as the primary liaison between EMEA and the global technology team, for any bug fixes and tool enhancements.
- Provide in‑region troubleshooting and escalation support for complex or critical issues, ensuring minimal disruption to our employees and workplaces.
- Produce training material and lead training on new tool enhancements and releases, driving smooth adoption across regional teams.
- Ensure quality assurance and compliance in ticket handling, including:
- Monitoring and analyzing SLA performance across the region.
- Identifying trends, gaps, and risks through data analysis.
- Driving corrective actions to improve service delivery and SLA adherence.
- Maintaining data accuracy for reliable reporting and dashboards.
- Coordinate field services taskforce activities, ensuring tight alignment between systems, processes, and on‑ground execution.
- Support the delivery of global & regional Centre of Excellence (CoE) programs – contributing to standardisation initiatives, knowledge sharing, and continuous improvement workstreams.
- Champion a culture of safety across the EMEA portfolio – supporting regional H&S protocols and contractor access processes.
- Leverage data analysis to surface operational insights – tracking performance trends, identifying service gaps, and translating findings into clear, actionable recommendations that drive smarter decision‑making across the region.
What We're Looking For
- Experience in workplace services, facilities management, or service operations.
- Passion for technology with ticketing and service management tools (e.g., Fieldservices, Corrigo or equivalent platforms).
- Hands‑on experience with CMMS platforms – managing asset data, work order workflows, and maintenance records to support accurate reporting and compliance.
- Strong analytical skills with experience handling operational data – comfortable working across reporting tools, dashboards, and service management platforms.
- Proven ability to collaborate across regional and global stakeholder groups.
- Hands‑on experience with system implementations, UAT, and continuous improvement.
- Strong communication, stakeholder management, and influencing skills.
- Familiarity with AI‑powered tools and workflow automation, with an appetite for applying emerging technology to improve service operations and reporting efficiency.
- Experience with health & safety compliance in a facilities or IFM environment, including contractor management, risk assessment, and safe systems of work is a plus.
How We'll Know You're Succeeding
- High SLA compliance and continuous improvement in service performance.
- Efficient and consistent ticket handling across the EMEA region.
- Strong data quality enabling reliable reporting and meaningful insights.
- Effective, trust‑based collaboration with our IFM partner and field services teams.
- EMEA operations tightly aligned with global technology initiatives.
Workplace Services Analyst employer: RTL2 Fernsehen GmbH & Co. KG
At Salesforce, we pride ourselves on being an exceptional employer, offering a dynamic work culture that champions inclusivity and continuous improvement. As a Workplace Services Analyst in the EMEA region, you'll benefit from robust employee growth opportunities, access to cutting-edge technology, and a commitment to safety and well-being, all while collaborating with a diverse team dedicated to delivering outstanding workplace experiences.
Contact Details:
RTL2 Fernsehen GmbH & Co. KG Recruitment Team
