Workplace Services Site Lead - London

We are looking for a highly skilled and experienced Workplace Services Site Lead to oversee the overall customer experience for our London office. The 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.

Responsibilities

• Oversee WPS on‑site programs, including soft services, meeting room and event services, office supplies, amenities & perks, wellness, move management, and landlord interactions for day‑to‑day operations.
• Build strong relationships with local senior executives and WPS partners; engage stakeholders to provide updates on site performance, challenges, and opportunities for improvement.
• Organize and support events, ensuring spaces are ready for training sessions, meetings, and other activities, including conference room setup and equipment management.
• Deliver high‑quality customer service by addressing inquiries and concerns, following up to ensure satisfaction and continuous improvement.
• Ensure the smooth operation of the facility by conducting regular inspections for cleanliness, safety, and functionality; address repairs and maintenance needs proactively.
• Manage vendors—including maintenance, HVAC, electrical, security, janitorial, furniture and kitchen services—to ensure proper delivery of services.
• Maintain regular communication with employees via established channels to update them on site activities.
• Utilize our ServiceNow platform: receive, review, assign or complete work orders, and track completion/closeout of tasks and requests.
• Manage the location’s operating expense budget: quarterly budget management, track work to cost centre, and provide regular budget updates to management.
• Engage our Sourcing team to solicit bids, negotiate contracts, and oversee vendors providing services in coordination with Regional, Geo and Global Leads.
• Create and track POs for the location, track spending on a vendor‑by‑vendor basis, administer contracts, and ensure quality work is performed by our vendors.
• Promote and maintain a clutter‑free, safe working environment by adhering to safety protocols and cleanliness standards.
• Business Continuity & Compliance: be a proactive member of the Incident Management Team and ensure business continuity for all facilities, ensuring operational resilience in the event of emergencies or unforeseen disruptions.
• Serve as a pivotal internal partner to, and customer of, our Real Estate, Planning & Design, Safety & Security, Project Management Office.

Qualifications

• 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 and the ability to establish positive relationships at all levels of the organization.
• Proven track record of white‑glove customer service, hospitality, and experience/engagement activities.
• Strong sense of prioritization and ability to manage competing priorities and deliverables to multiple stakeholders.
• Ability to 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.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.