Workspace Service Manager (Booking.com) - 6-month FTC

Core Responsibilities:

• Manage the operational aspects of the Facilities Management & Workspace Services(soft& Hard)for ourclient,Booking.comin alignment with the MSA.

• Ensure operational excellencein:

• Delivery offirst-classWorkspace Services

• Engage key stakeholders and understand local businessleaders’expectations through regular check in meetings

• Handling of Helpdesk ticketsin a timely manner(Famis360 & Employee Service Centre tickets (ServiceNow))

• Managehubs,remote office supportas well as coworking offices and requirements for Working from Home business teams. This includes site visits to ensure Workspace Service team visibility is maintained.

• Demand management – build strong relationships andmanageactivities thatsupport Central teams and External stakeholders i.e IT services, HR, Travel team, Real estate services, Global Security & Workspace Experience Team

• Manage compliancerelating toWorkspaceservices

• Oversee and coordinate Health & Safety activities such as(but not limited to)office risk assessments, First aid training, evacuation & fire safety awareness

• Support the C&W’s sustainability objectives as well as Booking.com’ s strategy of becoming the world’s most sustainable travel company by delivering sustainable offices

• Finance & Cost Management -Budgetcontrol, check accuracy, facilitate finance processes, vendor consolidation, consumables and office supplies

• Responsible for the vendor management ofWorkspaceservices(conducting monthly check in to review service delivery is aligned with KPI’s and SLA’s)Influencing the wider vendor team to meet Booking.com objectives on a day-to-day basis

• Responsible for the Reception services

• Complete periodic reviews of supply chain including spend against budget

• Manage daily operations such as(but not limited to)post & legal mail processes and archived storage

• Community Services - Facilitate a culture that reflects our Booking values; work with Workspace Experience team in delivering FM requirements for events/ celebrations e.g office socials,ERG’s,Boking.com connects and other activities with focus on community building and employee engagement

• Support with ad-hoc request

Qualities and Personal Attributes: Essential (unless noted as Desirable)

Business Generation, Execution and/or enablement

• Uses knowledge of the business, along with relevant systems and procedures to support others and contribute to company and client objectives in achieving their financial, business and clientgoals.

• Identifies opportunities to learn more aboutCWcommercialenvironment.

• Uses all available internal resources, systems and tools to help increase teamproductivity.

• Uses all contact with clients as an opportunity to build a positive image of theC&Wbrand.

• Identifies and improves processes, systems and work products to continually exceed internal and external clientexpectations.

• Identifies solutions that reduce cost.

• Seeks assignments and welcomes challenging activities.

• Looks for new ways to differentiateCWservices from thecompetition.

• Shows initiative in identifying, and pursuing newopportunities and initiatives

Trusted Advisor and Expert

• Fosters collaboration and proactive communication across all organizational levels to share information effectively.

• Values diversity and welcomes the unique contributions of colleagues and clients.

• Addresses issues and queries promptly and accurately, demonstrating accountability for outcomes.

• Supports colleagues in meeting client needs and actively manages identified risks, with a good understanding of health and safety regulations.

• Proactively forecasts and evaluates commercial and financial risks, implementing procedures to mitigate their impact.

• Maintains expertise in the field and shares knowledge with others, communicating proactively across all organizational levels.

• Actively listens to determine clients' critical business needs and uses this understanding to deliver timely and effective solutions.

• Acts as a trusted advisor by making informed decisions and taking responsibility for outcomes, staying current in their field.

Qualifications

• Degree educated – either Facilities Management, Building Services or business orientated

• Proven relevant experience if no formal higher education

Knowledge

• Familiarity with contemporary Workspace concepts and challenges.

• Knowledge of Facilities Management processes and industry best practices

• Understanding of relevant Health & Safety legislation within the FM industry

• Proficiency in supply chain management principles

• Proficiency in conducting monthly reporting on service delivery, compliance, and workspace activities

Skill and Experience

• Proven track record in effectively managing multiple offices across regions

• Possesses exceptional interpersonal skills, along with a positive "can-do" attitude, meticulous attention to detail, and a focus on customer satisfaction

• Actively engages with key client contacts and office populations, prioritizing their needs and building trust through proactive communication and support

• 3-5 years work experience