Workplace Services Site Lead

ServiceNow; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading technology firm is seeking a Workplace Services Site Lead in São Paulo, Brazil. This role involves coordinating day-to-day facilities management, engaging with stakeholders, and maintaining high standards of customer service. The ideal candidate will have 2-3+ years of relevant experience and proven skills in managing operations and vendor relationships. This challenging position offers an opportunity to significantly impact employee experiences and service delivery in a dynamic workplace environment.

Serviços

Flexible work options

Employee assistance programs

Catering and food services

Qualificações

• 2-3+ years of experience in FM & Operations or related fields.
• Proven white-glove customer service experience.
• Strong prioritization skills managing multiple tasks.

Responsabilidades

• Oversee day-to-day facilities management and employee programs.
• Manage vendors for various services ensuring quality.
• Create and track POs and manage operating budgets.

Conhecimentos

Interpersonal skills

Customer service

Organizational skills

Analytical skills

Operational management

Descrição da oferta de emprego

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and bemore scalable than ever before.

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

Team Description

Our Workplace Services & Real Estate team is responsible for curating and sustaining our unique ServiceNow work environments around the world, helping to bring our Purpose to life in the physical sense. We are responsible for the full life cycle of our physical workplaces, from ‘ideation to expiration’, and we are a key influencer of the employee experience by way of our workspaces, services and amenities.

Job Description

We are seeking an experienced Workplace Services Site Lead in Sao Paulo, Brazil to coordinate and oversee day-to-day facilities management, employee programs, and meeting & events responsibilities. As the WPS Site Lead, you will oversee Workplace Services (WPS) Operations, and stakeholder engagement for the site. This position requires an on-site presence (5 days/week, 8am-5pm M-F) and is available for emergency response 24/7/365.

Key responsibilities

• Oversee WPS on site programs, including but not limited to soft services, meeting room and event services, office supplies, amenities & perks, move management, and landlord interaction.
• Manage vendors including, but not limited to maintenance, HVAC, electrical, security, janitorial, furniture and kitchen services to ensure proper delivery of their services.
• Engage and coordinate with key stakeholders, providing updates and incorporating their feedback into improving workplace experience program and operational decisions. Collaborate with Employee Services and Experience & Events Leads to ensure seamless service delivery and engagement.
• Effectively utilize our ServiceNow platform, including receiving and reviewing requests, assigning or completing work orders, and tracking completion/closeout of tasks and requests.
• Manage the location’s operating expense budget pertaining to local responsibilities. Responsible for actively managing budgets, track work to cost centers, and provide regular budget updates to management.
• In coordination with the Regional, Geo and Global Leads, engage our Sourcing team to solicit bids, negotiate contracts, and oversee vendors providing services such as HVAC, electrical, plumbing, security, janitorial, first aid and other site services.
• Create and track PO’s for the location, track spending on a vendor-by-vendor basis, administer contracts and ensure quality work is performed by our vendors.
• Deliver high-quality customer service by addressing inquiries and concerns, following up to ensure satisfaction and continuous improvement.
• Maintain preventative maintenance schedules within Workplace Services.
• Be a key partner to the business and other internal organizations such as Global Talent, IT, Communications and Branding to help drive collaboration, strategy, problem-solving and communications.
• Business Continuity & Compliance - be a proactive member of the Incident Management Team and ensure business continuity for all facilities, ensuring operational resilience in the event of emergencies or unforeseen disruptions.
• Be a pivotal internal partner to, and customer of, our Real Estate, Planning & Design, Safety & Security, Project Management office.

Be a trusted partner to the business; build strong relationships with local leader(s) and WPS team members to align on the desired site-specific employee experience and be an ambassador for the ServiceNow brand and culture.

Additional responsibilities

• Oversee on-site Employee Services programs, including but not limited to, Food & Beverage, Cafe Services, Catering, breakroom Program and event management.
• Be an employee experience advocate and a builder of employee-centric communities, all in the spirit of driving employee success and engagement.
• Act as an advocate for employee-centric communities, fostering engagement, collaboration, and success among employees.
• Collaborate with WPS team members to tailor the site-specific employee experience and align with ServiceNow’s brand and culture.
• Communicate and promote workplace events, socials and meetings through the ServiceNow network and other internal channels. Plan and coordinate workplace events, meetings, and DEI initiatives, and ensure timely and engaging communication of activities to employees.
• Maintain clear, concise, and effective communication with stakeholders regarding upcoming events and workplace updates.

Qualifications

Requirements:

• 2-3+ years of experience in FM & Operations, hard and soft services, customer service or related disciplines.
• Strong interpersonal skills, including the ability to establish positive relationships with all levels of the organization, and with business partners (internal and external).
• Proven track record and strength in white-glove customer service, hospitality, and experience/engagement activities.
• Strong sense of prioritization and managing competing priorities and deliverables to multiple stakeholders.
• Work effectively with minimal supervision as an individual and as part of a team.
• Ongoing commitment to provide relevant subject matter expertise on current industry best practices and a growth mindset for learning & development.
• Financial, analytical, and organizational skills.
• May need to work a flexible schedule including outside work hours, early mornings, evenings and/or weekends as needed to meet department and company demands.

Additional Information

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.