Description
The Senior Manager of Workplace Services acts as the primary client partner and strategic relationship owner for our outsourced Facilities Management provider, JLL (Jones Lang Lasalle). This is a highly strategic role responsible for translating regional business objectives and the new Global Workplace Services (GWS) Centers of Excellence (CoEs) into exceptional, data-driven workplace experiences in the UK. This role governs the performance, compliance, and budget of all outsourced services while maintaining world-class stakeholder satisfaction.
Salesforce London tower occupying 124,509 RSF, is top market globally and due to its nature excellence to perform to the highest standards is a must.
This role reports into the Sr. Director Workplace Services UKI & Nordics.
Key Experience & Skills
Educational Foundation: Bachelor’s degree in Facilities Management, Engineering, Construction, Hospitality Management, or a related field. A Master’s degree is strongly preferred.
Strategic Leadership Experience: Extensive experience (10+ years) in high-volume, global workplace services or Facilities Management, with a minimum of 3 years dedicated to strategic vendor governance and oversight of an outsourced model (e.g., managing a Tier-1 provider like JLL).
Vendor & Contract Expertise: Proven expertise in contract stewardship, monitoring, and driving performance based on Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Quarterly Business Reviews (QBRs).
Organisational Transformation: Demonstrated experience leading transition and integration efforts for major services or vendors within a complex, cross-functional organizational structure.
Strategic Acumen: Strategic thinker with the ability to balance short-term operational priorities with long-term GWS goals and the new CoE mandates. Proven ability to manage ambiguity, uncertainty, and complex political dynamics inherent in global transformation and organizational change.
Executive Communication and collaboration : Exceptional communication and interpersonal skills, required to serve as the primary liaison and engage effectively with diverse stakeholders and executive leadership at all levels.
Global Program Integration: Comprehensive knowledge of UK workplace regulations and market dynamics, serving as the local champion for standards directed by the Global Workplace Services (GWS) and Mechanical, Electrical, & Plumbing (MEP) Centers of Excellence (CoEs).
Data and Analytics: Strong analytical abilities, utilizing a data-driven approach to validate vendor performance, optimize budget, and inform space decisions (in partnership with the Global Space Planning Director).
Compliance & Market Knowledge: Comprehensive knowledge of UK workplace regulations, Health & Safety requirements, market dynamics, and cultural nuances.
Certifications: Certifications such as PMP (Project Management Professional) or CFM (Certified Facility Manager) are a strong plus.
Travel: Flexibility to travel within EMEA when needed.
Organizational Context
The Global Workplace Services team has recently undergone significant transformation, pivoting to a strategic oversight model. This role is pivotal in executing the directives from the recently launched Centers of Excellence (CoEs), which focus on global governance, performance metrics, and standardization across all regions, plus a global outsource model with JLL.
1. Internal Client Partnership & Stakeholder Relations
Liaison Role: Act as the single point of contact for UK business leaders and internal teams, translating their requirements (e.g., headcount growth, team reshuffle needs, specialised services) into clear, actionable scopes of work for the outsourced vendor.
Client Advocacy: Ensure the vendor's service delivery is client-centric, directly reflecting the needs of the internal stakeholders and maintaining a world-class workplace experience.
Culture & Communication: Partner with internal communications teams to deliver timely and professional updates (e.g., regarding maintenance, projects, or space changes) to all stakeholders, managing expectations proactively.
Operating as one REWS: navigate REWS verticals (Workplace innovation, RE projects, RE transactions, RE business partners ) as we work on site projects with the objective of smooth delivery and minor impact to ground operations.
2. Strategic Vendor Governance & Performance
Contract Management: Serve as the designated owner of the JLL operational contract, ensuring all hard (MEP) and soft (Hospitality, Janitorial) services are delivered in full compliance with negotiated SLAs and scope.
Performance Monitoring: Drive vendor accountability by consistently monitoring, validating, and reporting on service performance data, ensuring alignment with the GWS CoE guidelines for KPIs, budget optimization, and preventative maintenance.
Relationship Management: Manage the day-to-day strategic relationship with the vendor's senior leadership, focusing on continuous improvement, risk mitigation, and proactive solution development.
Financial Stewardship: Oversee and validate the operational expenditure (OpEx) budget managed by the vendor, ensuring cost control and identifying opportunities for efficiency improvements based on global GWS benchmarking.
3. Operational Governance & Compliance
Compliance Assurance: Ensure the outsourced vendor maintains the highest standards of Health & Safety, local regulatory compliance, and environmental stewardship across all managed services.
GWS CoE Integration: Act as the local champion for implementing the standards and utilizing the tools provided by the new Facilities, MEP, and Hospitality CoEs, driving consistency in operations and reporting.
4. Strategic Project Oversight & Execution
Space Strategy Implementation: Partner with space planning to execute the global space strategy locally, overseeing large-scale strategic projects such as team reshuffles and neighborhood re-sizing driven by data (e.g., Show Up Rates).
Project Oversight: Provide governance over all operational and capital projects executed by the vendor, utilizing structured project management methodologies to ensure clear milestones, adherence to scope, and management of risk mitigation strategies.