Senior Workplace Services Operations and Facilities Manager
Clyde & Co · London
Senior Workplace Services Operations and Facilities Manager
Contract: 12 Month FTC (Maternity cover)
Working arrangement: Hybrid but expectation to be in more frequent initially.
Location: London
The Team
The FM and workplace teams work cohesively to provide the highest level of support to both our clients and internal stakeholders. Our strategy seeks to:
- Work closely and hand in hand with our business services colleagues to provide a firm-first mentality with the provision of exceptional support within the workplace.
- Work with our supply chain to ensure that we are leveraging the expertise and innovation available to us and ensure that the supply chain delivers first in class services and value for money to Clyde & Co.
- Adopt a proactive approach to the management to provide a workplace that enables our colleagues to excel.
- Prioritise the built environment to ensure we retain our market leading position in our areas of specialism.
- Position our most senior staff as advisors to the business, supported by expert execution teams.
The Role
The role holder will support the Head of Workplace Services and Legal Support in providing strategic leadership and operational oversight for Workplace Services and Facilities Management across the UK & ROI.
The role is responsible for leading the Workplace and Facilities Management teams to deliver a consistent, high-quality and customer-focused service across the firm's office portfolio. Working collaboratively with internal stakeholders and third-party providers, the role will ensure the effective delivery of workplace, facilities and property-related services that support the needs of colleagues, clients and the wider business.
The role will drive service excellence, operational effectiveness and continuous improvement across Workplace Services and Facilities Management, ensuring the function remains responsive to changing business needs and aligned to the firm's strategic objectives.
The role holder will lead on the delivery of workplace transformation initiatives, operational improvements and service enhancements, whilst maintaining a strong focus on colleague experience, supplier performance, sustainability objectives and cost management.
Collaboration and communication with all areas of the business are key to ensuring the continued development of the Workplace Services function and the delivery of exceptional service standards across the UK & ROI estate.
Key Responsibilities
People Leadership
- Provide leadership and direction to the Workplace and Facilities Management teams, ensuring the delivery of a consistent, high-quality service aligned to the firm's values and business requirements.
- Lead, develop and coach Workplace and Facilities Managers, creating a culture of accountability, continuous improvement and service excellence.
- Maintain a high-performance culture across the function, addressing performance, development and succession planning requirements where appropriate.
- Enable managers to lead effectively through periods of change, driving innovation and the adoption of improved ways of working.
- Foster strong collaboration across Workplace Services, wider Business Services functions and office locations.
Workplace & Facilities Service Delivery
- Drive Workplace Services and Facilities Management operations, initiatives and colleague experiences across the UK & ROI estate.
- Review and evolve Workplace and Facilities operations in line with changing business needs, workplace strategies and organisational priorities.
- Oversee the provision of all hard and soft FM services including cleaning, catering, Front of House, switchboard, security, print and post, and the maintenance of mechanical and electrical assets.
- Establish, monitor and continuously review KPIs, SLAs and service metrics to measure performance, maintain service standards and identify improvement opportunities.
- Ensure robust operational reporting is maintained, using data and insight to support decision-making and drive continuous improvement.
- Develop and maintain regular engagement with Heads of Office and key stakeholders to understand requirements and ensure service delivery remains aligned to business needs.
- Build relationships with global counterparts to share best practice, innovation and operational expertise.
Commercial, Supplier & Property Management
- Manage Workplace Services and Facilities Management budgets, ensuring effective cost control, value for money and the identification of operational efficiencies.
- Lead supplier relationship management activities, ensuring contractual performance is achieved and opportunities for innovation, improvement and commercial value are realised.
- Support procurement activity and re-tender exercises where commercially beneficial.
- Act as the primary relationship lead for landlords, managing agents and relevant property stakeholders across the UK & ROI portfolio.
- Develop and maintain strong strategic partnerships with key third-party suppliers and service providers.
- Demonstrate a strong understanding of the wider business and the contribution Workplace Services and Facilities Management make to the firm's operational and financial performance.
Projects, Risk & Continuous Improvement
- Lead the delivery of Workplace and Facilities projects, ensuring successful execution within agreed budgets, timelines and business objectives.
- Collaborate with stakeholders across the business to support workplace transformation, office moves, refurbishments and service improvement initiatives.
- Work closely with the Head of Health, Safety, Security & Environment to ensure compliance with all relevant legislation, regulatory requirements and firm standards.
- Act as an escalation point for significant operational issues, incidents and business continuity matters, ensuring appropriate resolution and stakeholder communication.
- Support the firm's sustainability and environmental objectives, including initiatives relating to net zero commitments and responsible workplace practices.
- Keep the Head of Legal Support and Workplace Services informed of strategic developments, operational risks, emerging challenges and future opportunities across the function.
Essential Skills & Experience
- Market-leading track record of implementing and maintaining exceptional service delivery, as well as managing suppliers.
- Significant leadership experience of both the Workplace Services and Facilities
- Management functions
- Extensive experience of managing large budgets.
- Experience of navigating complex issues.
- Leadership experience, gained through leading and managing a professionally qualified team.
- Strong track record of managing performance and able to demonstrate how they have
- Implemented and maintained high-performance cultures.
- Experience of developing and delivering significant programs of change.
- A track record of managing, delivering and improving the full suite of hard and soft services within a
- corporate office environment.
- Excellent customer service skills, with experience of delivering a 5 Star service
- Excellent stakeholder management skills, with the ability to forge partnerships with sub-contractors and customers alike
- Strong communication skills, with the ability to manage and motivate diverse teams across a number of key corporate office locations.
- Solid Commercial Acumen, and the ability to manage complex budgets and costs.
- Experience of working with and meeting environmental/net zero key performance indicators.
- Ability to work collaboratively with a wide range of stakeholders, to co-create solutions and lead on the delivery of initiatives.
- Ability to work at the most senior level and gain the confidence of other leaders by establishing excellent relationships and building credibility.
- Strong facilitation, analytic and communication skills.
Business Services Competencies
Clyde & Co is committed to providing extensive, personal and professional developments opportunities for our people enabling them to be highly effective in their current role as well as assist them to fulfil their career aspirations.
The competencies are used to inform all aspects of Business Services career development. They vary across levels and different business areas and fall under the following areas:
- Technical Excellence
- People and Team
- Client/Stakeholder Relationships
- Service Delivery and Commercial Awareness
- Personal Effectiveness
This is the job description as constituted at present; however, the Firm reserves the right to reasonably amend it in accordance with the changing needs of the business.
The Firm
When you work at Clyde & Co, you join a team of 500 partners, 2,400 lawyers, 3,200 legal professionals and 5,500 people in nearly 70 offices and associated offices worldwide. Our values are the principles that guide the decisions we make, unite us in our endeavours and strengthen our delivery, for both our clients and our firm. We work as one, excel with clients, celebrate difference and act boldly. We are committed to operating in a responsible way by progressing towards a diverse and inclusive workforce that reflects the communities and clients it serves. We are devoted to providing an environment in which everyone can realise their potential, using its legal and professional skills to support its communities. We do this through pro bono work, volunteering and charitable partnerships, and minimising the impact it has on the environment, including through our commitment to the SBTi Net-Zero standard and the setting of ambitious emissions reduction targets.
Our Commitment
Clyde & Co is proud to be an equal opportunities employer. Our values encourage us to support fairness, celebrate diversity and prohibit all forms of discrimination in the workplace to allow everyone to excel at work. Therefore, we welcome and encourage all applications from suitably qualified individuals, regardless of background or identity. Learn more about our interview process.
A Note on Privacy
This is the job description as constituted at present; however, Clyde & Co reserves the right to reasonably amend it in accordance with the changing needs of the business.