Workplace Experience Manager

ISS Facility Services UK; Birmingham; On-site; GBP 60,000 - 90,000; Full time

Job summary

ISS Facility Services UK is seeking an experienced Workplace Experience Manager to oversee workplace services across the Midlands & South West Region. You will lead regional operations, ensuring exceptional service levels, safety, and stakeholder satisfaction across multiple client locations.

You will collaborate with Regional Workplace Services Managers and Key Account Manager to drive continuous improvement, ESG alignment, and safe service delivery, while coaching teams and managing budgets.

Qualifications

• Experience in Workplace/Facilities Management across multiple sites or a regional portfolio.
• Proven ability to manage budgets and drive operational performance.
• Strong client relationships and stakeholder management skills.
• Excellent communication, organisation and problem-solving abilities.

Responsibilities

• Lead day-to-day delivery of workplace services across the Midlands & South West Region.
• Build relationships with client stakeholders, acting as trusted advisor.
• Drive continuous improvement to enhance workplace experience and operations.
• Support ESG objectives and safety compliance across portfolio.
• Monitor KPIs and SLAs, ensuring high service standards.
• Lead, coach and develop workplace teams.
• Oversee supplier performance and contract delivery.
• Assist regional budget management and identify efficiencies.
• Champion Health & Safety and statutory compliance.
• Analyze data and produce performance reports for stakeholders.

Skills

Workplace management

Facilities management

Hospitality management

Stakeholder management

Team leadership

Budget management

KPIs & SLAs

Communication

Health & safety

ESG & sustainability

Education

IWFM Level 4 or above

IOSH Managing Safely or NEBOSH

Job description

ISS is one of the world's leading workplace and facilities management organisations, delivering integrated services that help businesses create safe, efficient and engaging workplaces. Working in partnership with Arcadis, you’ll play a key role in delivering exceptional workplace experiences, supporting operational excellence and ensuring consistently high standards across a prestigious client portfolio.

We are looking for an experienced Workplace Experience Manager with a strong background in workplace, facilities or hospitality management to oversee workplace services across the Midlands & South West Region.

The Role

As Workplace Experience Manager, you will lead the delivery of workplace services across a regional portfolio, ensuring exceptional customer service, operational excellence and a consistently positive workplace experience for employees and visitors.

Working closely with the Regional Workplace Services Managers and Key Account Manager, you’ll build strong client relationships, drive continuous improvement initiatives, support ESG objectives and ensure services are delivered safely, efficiently and in line with agreed service standards. This is a highly visible role that combines operational leadership with stakeholder engagement and strategic service delivery.

Key Responsibilities

• Lead the day-to-day delivery of workplace services across multiple client locations within the Midlands & South West Region.
• Build and maintain strong relationships with key client stakeholders, acting as a trusted advisor.
• Drive continuous improvement initiatives to enhance workplace experience and operational performance.
• Support the delivery of ESG and sustainability objectives across the workplace portfolio.
• Monitor performance against KPIs and SLAs, ensuring consistently high standards of service.
• Lead, coach and develop workplace teams, fostering a culture of collaboration, accountability and excellence.
• Oversee supplier performance and support contract delivery.
• Support regional budget management and identify opportunities for operational efficiencies.
• Champion Health & Safety, ensuring compliance with company policies and statutory legislation.
• Analyse operational data and produce regular performance reports for internal and client stakeholders.

About You

We’re looking for an experienced Workplace or Facilities Management professional who is passionate about delivering exceptional customer experiences and building high-performing workplace environments.

• Experience within Workplace Management, Facilities Management, Hospitality or Corporate Services.
• Proven experience managing operational service delivery across multiple sites or a regional portfolio.
• Strong client relationship and stakeholder management skills.
• Experience leading and developing operational teams.
• Commercial awareness with experience managing budgets and driving operational performance.
• Experience delivering services against KPIs and SLAs.
• Excellent communication, organisation and problem-solving skills.
• Strong understanding of Health & Safety and operational compliance.
• Experience supporting ESG and sustainability initiatives is highly desirable.

Qualifications

• IWFM Level 4 (or above) is desirable.
• IOSH Managing Safely or NEBOSH qualification would be advantageous.

Why Join ISS?

At ISS, people make places. We invest in our people, encourage innovation and collaboration, and provide genuine opportunities for career progression. This is an excellent opportunity to join a global organisation where you’ll have the autonomy to influence workplace strategy, lead regional operations and deliver an exceptional experience for one of our key clients.