Workspace Delivery Manager

• Ensure Workspace services are delivered to an agreed consistent standard to enable Occupant and Guest Experience
• Oversee the day to day service delivery by the Workspace team and vendor partners, ensuring compliance to SOPs and SLAs
• Lead the team to deliver expected standards, maintain clean & hygienic workspaces, seamless GRE services
• Participate in ad-hoc projects when required
• 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
• Proactive checks to agreed schedule
• Ensure there is a highly proactive, responsive, dynamic and agile team
• Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved
• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
• Deliver an exceptional quality of service to the Client
• Actively recover feedback from the end user
• Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
• Proactively manage the team to deliver Delight
• Develop the team through performance assessments and training
• Implement service tasks, procedures and policies and measure performance
• Review and spot-check suppliers/service providers performance
• Understand the operational & technical requirements of the site and ensure that current contracts are maintained
• Provide comprehensive Workspace management for the office premises
• Implement and manage the change control process
• Resolve user's complaints and concerns with solutions and follow up
• 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
• Coordinate, manage and oversee vendors to perform a wide range of Workspace-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 Workspace Experience Site Lead for further investigation
• Continuous Improvement implementation
• Cost saving mind-set that drives value for service at every level
• Managing budgets and ensuring cost-effectiveness
• Collect, analyze, and report statistical data as may be required to provide accurate and current assessment of management objectives

• Experience of 8+ years in hospitality/facility management
• Excellent verbal and written communication skills as well as presentation skills
• Strong analytical, organization and administration skills
• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
• Demonstrates proactive & professional approach to customer service and stakeholder engagement
• Ability to interact with a wide range of client staff, including senior levels
• Ability to manage conflict and balance between client and firm requirements
• Excellent planning & organizational skills to prioritize work and meet tight deadlines
• Proven ability to manage multiple and complex operational matters on a daily basis
• Capacity to deal with ambiguity and solve complex problems effectively
• Analytical, proven ability to solve problems using a quantitative approach
• Proven ability to employ holistic approaches and looks at long term solutions
• 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 countries/cultures

An added benefit would be a Bachelor’s degree in facilities management/Hotel Management/Hospitality Management, building, business or other related field.