Workplace Delivery Lead

**OVERALL ROLE**

This position is in its nature proactive and focused on the detail, to ensure workplace services are delivered to an agreed consistent standard to enable Occupant and Guest Experience based on requirements “works every time”, while maintaining safe working practices throughout all we do.

The role oversees the day to day service delivery by the Workplace team and vendor partners, ensuring compliance to SOPs and SLAs. Importantly alignment must prevail with the Workplace Experience team to ensure gearing of the service delivery to the ultimate target of creating Customer Delight, with agility of mind, and so service provision, to maintain this alignment.

A key aspect of this role is engagement with other service partners such as Security and Dining Services, with Landlords as relevant, to deliver on consistency of service to Occupants and Guests.

**MAJOR RESPONSIBILITIES**

**Transforming to the Workplace Team of the future**
- Commitment to deliver the best level of service every time through obsessive level of attention detail
- Ensures resets back to agreed format, including owning Clear Deck policy / Lost property process enactment and associated reporting to Workplace Experience team to allow for onward sharing with LOBs
- Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean workplace
- Ensure there is a highly proactive, responsive, dynamic and agile team

**Client/Stakeholder Management**
- Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
- Deliver an exceptional quality of service to the Client, as reflected by Client feedback

**Leadership / Staff Management**
- Actively encourage an environment that supports teamwork, co-operation, service and performance excellence and personal success
- Proactively manage the team to deliver Delight
- Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and on-site Vendors

**Operations Management**
- Functional operational control to deliver excellence every time
- Implement service tasks, procedures and policies and measure performance
- Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered
- Understand the operational & technical requirements of the site and ensure that current contracts are maintained to provide necessary supplies and services
- Provide comprehensive workplace management for the office premises
- Implement and manage the change control process
- Resolve user's complaints and concerns with solutions and follow up
- Be able to resolve problems or improve operations
- Implementation of service task, procedures and policies
- Prepare risk assessments for self-delivery
- Assist with critical out-of-hours issues & participate as a key team member in responses to emergency situations
- Report building incident following with set escalation channels with measures and solutions
- Responsible for monitoring and managing staff performance with criteria set in Individual Performance Management
- Coordinate, manage and oversee vendors to perform a wide range of workplace-related services
- Ensure service deliverables meet SLAs and KPIs
- Work with all related parties on timely delivery of all services
- Ensuring up to date information on Client’s Property Services SharePoint
- When necessary raise risks to Workplace Experience Site Lead for further investigation
- Continuous Improvement implementation
- Cost saving mind-set that drives value for service as every level
- Conduct data analysis report when necessary
- Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations
- Resets back to agreed format, including owning Clear Deck policy / Lost property process enactment and associated reporting to Workplace Experience team to allow for onward sharing with LOBs
- Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean workplace

**Ideal Experience**
- Excellent verbal and written communication skills as well as presentation skills
- Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
- Strong analytical, organization and administration skills
- A minimum of 5 years in the facility management industry/hospitality industry
- An added benefit would be a Bachelor’s degree in facilities management, building, business or other related field; however, this is not a must.
- Fluent in English

**Other Personal Characteristics**
- Detail focused and proactive in nature
- Self-motivated
- Exhibits honesty & trustworthiness
- Open to new ideas & willing to challenge status quo
- Works well with diverse teams from various