Workspace Service Manager

Core Responsibilities:

• Manage the operational aspects of the Facilities Management & Workspace Services (soft & Hard) for our client, Booking.com in alignment with the MSA.

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  Ensure operational excellence in:

• Delivery of first-class Workspace Services

• Engage key stakeholders and understand local business leaders’ expectations through regular check in meetings

• Handling of Helpdesk tickets in a timely manner (Famis360 & Employee Service Centre tickets (ServiceNow))

• Manage hubs, remote office support as well as coworking offices and requirements for Working from Home business teams. This includes site visits to ensure Workspace Service team visibility is maintained.

• Demand management – build strong relationships and manage activities that support Central teams and External stakeholders i.e IT services, HR, Travel team, Real estate services, Global Security & Workspace Experience Team

• Manage compliance relating to Workspace services

• Oversee and coordinate Health & Safety activities such as (but not limited to) office risk assessments, First aid training, evacuation & fire safety awareness

• Support the C&W’s sustainability objectives as well as Booking.com’ s strategy of becoming the world’s most sustainable travel company by delivering sustainable offices

• Finance & Cost Management - Budget control, check accuracy, facilitate finance processes, vendor consolidation, consumables and office supplies

• Responsible for the vendor management of Workspace services (conducting monthly check in to review service delivery is aligned with KPI’s and SLA’s) Influencing the wider vendor team to meet Booking.com objectives on a day-to-day basis

• Responsible for the Reception services

• Complete periodic reviews of supply chain including spend against budget

• Manage daily operations such as (but not limited to) post & legal mail processes and archived storage

• Community Services - Facilitate a culture that reflects our Booking values; work with Workspace Experience team in delivering FM requirements for events/ celebrations e.g office socials, ERG’s, Boking.com connects and other activities with focus on community building and employee engagement

• Support with ad-hoc request

Qualities and Personal Attributes: Essential (unless noted as Desirable)

Business Generation, Execution and/or enablement

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  Uses knowledge of the business, along with relevant systems and procedures to support others and contribute to company and client objectives in achieving their financial, business and client goals.

• Identifies opportunities to learn more about CW commercial environment.

• Uses all available internal resources, systems and tools to help increase team productivity.

• Uses all contact with clients as an opportunity to build a positive image of the C&W brand.

• Identifies and improves processes, systems and work products to continually exceed internal and external client expectations.

• Identifies solutions that reduce cost.

• Seeks assignments and welcomes challenging activities.

• Looks for new ways to differentiate CW services from the competition.

• Shows initiative in identifying, and pursuing new opportunities and initiatives

Trusted Advisor and Expert

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  Fosters collaboration and proactive communication across all organizational levels to share information effectively.

• Values diversity and welcomes the unique contributions of colleagues and clients.

• Addresses issues and queries promptly and accurately, demonstrating accountability for outcomes.

• Supports colleagues in meeting client needs and actively manages identified risks, with a good understanding of health and safety regulations.

• Proactively forecasts and evaluates commercial and financial risks, implementing procedures to mitigate their impact.

• Maintains expertise in the field and shares knowledge with others, communicating proactively across all organizational levels.

• Actively listens to determine clients' critical business needs and uses this understanding to deliver timely and effective solutions.

• Acts as a trusted advisor by making informed decisions and taking responsibility for outcomes, staying current in their field.

Qualifications

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  Degree educated – either Facilities Management, Building Services or business orientated

• Proven relevant experience if no formal higher education

Knowledge

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  Familiarity with contemporary Workspace concepts and challenges.

• Knowledge of Facilities Management processes and industry best practices

• Understanding of relevant Health & Safety legislation within the FM industry

• Proficiency in supply chain management principles

• Proficiency in conducting monthly reporting on service delivery, compliance, and workspace activities

Skill and Experience

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  Proven track record in effectively managing multiple offices across regions

• Possesses exceptional interpersonal skills, along with a positive "can-do" attitude, meticulous attention to detail, and a focus on customer satisfaction

• Actively engages with key client contacts and office populations, prioritizing their needs and building trust through proactive communication and support

• 3-5 years work experience