Workplace Services Site Lead

Company Description: 

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

Were 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. 

About the Team:

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. 

Workplace Services Site Lead: 

We are seeking an experienced Workplace Services Site Lead in Boston to coordinate and oversee day-to-day facilities management operations workplace experience and event functions. As the Site Lead you are accountable for keeping our offices functional operational and safe while delivering a positive seamless experience for employees. 

This position requires an onsite presence (5 days/week or more 8am5pm MF) and availability for emergency response 24/7/365.

Qualifications :

Key Responsibilities:

Facilities Operations:

• Oversee day-to-day office operations ensuring HVAC electrical plumbing and other building systems operate effectively including soft services meeting room and event services office supplies amenities and landlord interactions 

• Enforce WPS policies best practices processes and design & space guidelines 

• Oversee asset management (EAM) and maintain preventative maintenance schedules 

• Utilize the ServiceNow platform to receive and review requests assign or complete work orders track task/request and ensure on-time completion and closeout. 

• Conduct regular inspections for cleanliness safety and functionality; proactively address repairs and maintenance needs 

• Support general maintenance activities including minor repairs and troubleshooting 

• Organize and support socials and events ensuring spaces are event- and meeting-ready 

Client Relationship Management: 

• Engage and coordinate with key stakeholders providing updates and incorporating feedback into workplace experience programs and operational decisions 

• Collaborate with Experience & Events Leads to ensure seamless employee experience delivery and engagement 

• Serve as a key partner to the business and cross-functional teams (IT Communications and Security etc.) to drive collaboration and problem-solving 

• Act as a pivotal partner to Real Estate Planning & Design and Safety & Security teams 

• Build strong relationships with local leaders and WPS team members; serve as an ambassador for the ServiceNow brand and culture 

• Deliver high-quality customer service addressing inquiries and concerns and following up to ensure satisfaction and continuous improvement 

Workplace Experience & Employee Services: 

• Maintain regular communication with employees via established channels on site activities 

• Oversee on-site Employee Services programs including Food & Beverage cafe services catering breakroom program and event management 

• Serve as an employee experience advocate building employee-centric communities that drive engagement and success. 

• Plan and coordinate workplace events and meetings.  

Safety:

• Be responsible for keeping your location safe.  

• Serve as a proactive member of the Emergency Response Team and Incident Management Team ensuring business continuity and operational resilience during emergencies or unforeseen disruptions. 

• Ensure Promote and maintain a clutter-free safe working environment adhering to safety protocols and cleanliness standards 

Vendor Management: 

• Manage vendors including maintenance HVAC electrical security janitorial and F&B to ensure proper service delivery 

• Partner with Regional Geo and Global Leads and the Sourcing team to solicit bids negotiate contracts 

• Create and track POs monitor spend on a vendor-by-vendor basis administer contracts and ensure quality vendor work 

Budgeting and Cost Management:

• Own and manage the locations operating expense budget for local responsibilities; track expenses to cost center and provide regular budget updates to management 

• Manage allocated portions of the operating expense budget ensuring cost-effective operations and financial accountability 

Requirements: 

• 35 years of experience in FM & Operations hard/soft services customer service or related disciplines 

• Industry certifications such as FMP BOMA IWFM or other relevant designations 

• Strong interpersonal skills with the ability to build positive relationships across all levels of the organization and with internal/external business partners 

• Proven track record in white-glove customer service hospitality and experience/engagement activities 

• Strong sense of prioritization; able to manage competing priorities and deliverables across multiple stakeholders 

• Works effectively with minimal supervision both individually and as part of a team 

• Proficiency in spreadsheet presentation database and financial CAFM/CMMS software tools 

• Ongoing commitment to industry best practices and a growth mindset for learning & development 

• Financial analytical and organizational skills 

• Flexibility to work outside standard hours early mornings evenings and/or weekends as needed 

Additional Information :

Work Personas

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 religion sex sexual orientation national origin age disability gender identity  veteran status or any other category protected by 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 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. 

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Remote Work :

No

Employment Type :

Full-time