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Workplace Service Delivery Manager UK&I

Salary
Competitive
Employment
Full Time
Real Estate Field
Location
Kingston
Postal Code
KT1 2BA
Country
United Kingdom

This job is no longer active.

Description


Competitive Salary, Bonus, Pension, Share Options, Free Onsite Gym, Subsidised Staff Shop & Canteen, Flexible & Agile Working.
 

 
Unilever is one of the world’s leading fast-moving consumer goods companies. Our products are sold in over 190 countries and, on any given day, 2 billion consumers worldwide use them. We own some of the best known and best loved brands, from long-established names like Dove, Sunlight, Knorr and PG Tips to new innovations such as Pureit, our unique in-home water purifier. 
 
 
Enterprise & Technology Solutions (ETS) is Unilever’s services & IT organisation that plays a crucial role in Unilever’s simplification and cost agenda by focussing on five thrusts:
 
 
  • Driving Effectiveness of employees through tools and technology
  • Driving efficiency in our core business processes
  • Driving sustainable growth
  • Exploiting information for faster, better decisions
  • Providing high performing and resilient IT platforms
 
 
Working with around 3,500 employees and more than 8,000 service provider staff, ETS delivers a wide range of employee services (HR services, Finance Services, Workplace & Travel Services, IT Services), manages technology and drives process excellence/information and analytics across Unilever.
 
 
The Workplace & Travel Services organisation, a part of ETS, delivers the Real Estate, Facilities Management, Building Projects, Travel and Agile (Workplace and Agile Certification) services for Unilever, managing a portfolio in excess of 10 million square meters of space. Working with around 850 + permanent employees and 5000+ supplier resources.
 
 
Workplace & Travel Services vision is to energize our people to perform, enable our business to win and continue making Unilever a great place to work.  One of our success factors is to ensure that an effective and efficient delivery of FM services is delivered on all strategic locations.
 
 
 
Main purpose of job:
 
 
 
The scope of the Workplace Services Delivery Manager covers a number of sites across the UK&I region and a number of Unilever’s highest profile locations. The role will be responsible for leading the Workplace & Travel Services transformation and be accountable for the day to day delivery of Workplace & Travel Services in line with established service levels and service line strategy. The services scope of this role includes Facilities Management (both soft and technical services but excluding technical services inside the production areas of our Supply Chain factories). The services scope will also include activities across the other Workplace & Travel Services areas like Real Estate, Travel & Fleet, and Agile Working and building projects.

 
The role reports to the Workplace Services Delivery Director EMEA and will be part of the EMEA Workplace Services delivery organisation.
 
 
Key accountabilities:

 

  • Be accountable for day-to-day service delivery in line with established service levels, whether provided by a third party or in house by Unilever
  • Lead Workplace & Travel Services organisational and service delivery transformation across the geography aligned to the outcome of the Facilities Management Transformation (FMT) project and the overall Workplace Services strategy
  • Manage day to day operations of in-house teams and service provider (s) across the geography
  • Resolve performance and quality issues, escalating to  Regional or Global Service Operations leads where required, ensuring timely resolution
  • Deliver harmonisation and continuous improvement projects aimed at improving cost and service level
  • Identify trends and actions to address where appropriate
  • Ensure accuracy of financial targets and relevant property data and deliver accordingly
  • Identify opportunities to improve understanding of the business requirements and adoption of the services and work with key stakeholders and clients to develop and implement plans to address these opportunities
  • Work and support RE Leads in geography to manage business relationship and ensuring the activities are linked to the other FM and travel activities in the geography.
  • Ensure timely and accurate performance reporting
  • Suggest changes and improvements to metrics SLA’s, KPI’s, etc
  • Facilitate regular performance reviews with service providers and/or insourced operations teams with geography leadership teams, holding both the supplier(s) and the client accountable for their part in successful delivery
 
 
Be the geography Workplace Services Business Relationship Manager including:
 
  • Review of service performance with client
  • Review of actual cost & consumption and cost & consumption forecasts with client
  • Medium to long-term joint business planning
  • Escalate un-resolved issues to Regional and Global Service Operations
  • Provide project updates to clients
  • Run client service perception survey
  • Run operations and teams remotely (applicable in multi-cluster geographies)
  • Build and maintain positive working relationship with service providers and other key stakeholders
  • Manage multiple building projects like refurbishments, dilapidations and office moves
  • Drive and adhere to the Safety & Security culture and standards in Workplace & Travel Services.
 

Experience and qualifications required:
 
 
  • The ideal candidate will have an extensive background in Service Operations, preferably in an Integrated Facilities Management capacity.
  • This person will have experience or knowledge about best practices, contracting methods, SLAs, KPIs, etc.
  • Is capable of developing strategies and developing/executing programs to make them happen.
  • As part of a global unit, this professional must have had exposure to the challenges of running global or, at least, regional / sub region operations.
  • Experience in Corp Real Estate and/or relevant experiences in supporting HRS, Workplaces, Finance, IT and other critical service delivery operations
  • Experience in management of third party service providers
  • Experience in managing insourced operations teams
  • Experience in engaging key senior level stakeholders at a corporate centre level along with proven ability to influence and manage relationships with those stakeholders.
  • Experience in managing multiple building projects.
  • Experience in managing different cultures within the geography
  • Experience in managing financial budgets and driving cost efficiencies
 

Skills required:

 
  • Service delivery management
  • Demonstrated Project management and change management skills
  • Leadership capability to create and lead a complex transformation
  • Strong communication skills
  • Analytical and organizational skills to lead discussions with board members in country(s)
  • Financial acumen and working knowledge of financial budgeting and accounting
  • People leadership skills to set the direction and mindset for both direct and third party partner teams
 
Competencies required:

 
  • Service delivery mindset
  • Service excellence mindset
  • Solution mindset
  • Organisational awareness
  • Change Catalyst
  • Strategic influencing
  • Team leadership and commitment
  • Remote management skills
 
 
Key interfaces:

 
  • Director Workplace Services
  • Regional Workplace Services Team
  • Other service operations in ETS and cross-functional teams
  • Global Real Estate Director
  • Global Service Development Team
  • RE Leads in the geography
  • Workplace Finance Team
  • Global Innovations & Operations Team
  • Global Travel, Fleet, Meeting and Events team
  • Key clients within each Geography (VP HR/Finance, Functional Leaders – Supply Chain/R&D)
  • Key 3rd party providers
 
 
APPLICATION PROCESS
 
 
Online Application >> Face to Face Interview/s >> Job Offer
 
Please note: As part of the job application, you will be asked to complete a brief online application form. Completion of the form is required in order to be considered. Please allow yourself enough time to complete the application form as when filled out partially or not at all it may adversely affect the progress of your application. Please be aware that you will have to complete the form at once as you will be unable to return to it later.
 

Job Sector


Not specified

 

Experience


Not Specified


This job is no longer active.

Facilities Management / Engineering Kingston Full Time Corporate Services, Facilities Management, Property Management Workplace Service Delivery Manager UK&I other