Workplace Services Site Lead - London

Our Workplace Services & Real Estate team is responsible for curating and maintaining our unique ServiceNow work environments worldwide, helping to bring our Purpose to life physically. We manage the full lifecycle of our workplaces, from ideation to expiration, and influence the employee experience through our workspaces, services, and amenities.

We are seeking a highly skilled Workplace Services Site Lead to oversee the customer experience at our London office, a key location for meetings with customers, partners, and other organizations. This role requires ensuring the workplace is safe, functional, and optimized for user experience. The ideal candidate will possess strong leadership, executive engagement skills, and a comprehensive facilities management background, with a proven ability to collaborate across teams and enhance the workplace environment.

This role involves proactive problem-solving and excellent communication, with direct responsibility for operations such as facilities maintenance, move management, employee programs, events, and safety initiatives. The position requires onsite presence (5 days/week or more, 8am-5pm M-F) and availability for emergency response 24/7/365.

Key Responsibilities:

1. Oversee onsite programs including soft services, meeting and event services, supplies, amenities, wellness, move management, and landlord interactions.
2. Build strong relationships with senior executives and partners, ensuring alignment with organizational needs and providing regular updates on site performance and improvement opportunities.
3. Support event organization, ensuring spaces are prepared for meetings, training, and activities.
4. Deliver high-quality customer service by addressing inquiries, following up, and driving continuous improvement.
5. Conduct regular inspections for cleanliness, safety, and functionality, addressing maintenance needs proactively.
6. Manage vendors for maintenance, HVAC, electrical, security, janitorial, furniture, and kitchen services, ensuring quality delivery.
7. Maintain communication with employees about site activities.
8. Utilize ServiceNow platform for requests, work orders, and tracking.
9. Manage the location\’s operating expense budget, including quarterly tracking and reporting.
10. Coordinate with sourcing teams for bids, contract negotiations, and vendor oversight.
11. Create and track POs, manage spending, and administer contracts.
12. Promote a clutter-free, safe working environment following safety protocols.
13. Participate in Business Continuity & Compliance efforts, ensuring operational resilience.
14. Collaborate with internal departments like Real Estate, Safety & Security, and Project Management.

Qualifications:

• 3-5+ years in Facilities Management, Operations, or related fields.
• Certifications such as FMP, BOMA, IWFM preferred.
• Excellent interpersonal and relationship-building skills.
• Experience in customer service, hospitality, and engagement activities.
• Strong prioritization and multitasking abilities.
• Ability to work independently and in teams.
• Proficiency in spreadsheets, presentations, databases, CAFM/CMMS software.
• Commitment to industry best practices and continuous learning.
• Financial and organizational skills.
• Flexibility to work outside standard hours as needed.

ServiceNow was founded in 2004 in San Diego, California, and has grown into a global leader in innovative cloud-based platforms, serving over 8,100 customers including 85% of the Fortune 500. Our mission is to make the world work better for everyone. Join us on this journey.

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