Director, Workplace Services- Bay Area

Company Description

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

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.

As the Director of Workplace Services at our world headquarters in Santa Clara, this role is integral to the success of our operations and requires an advanced level of expertise and leadership due to the complexity and level of activity of the site. The Director will play a pivotal role in leading our operations for the Bay Area and shape and elevate the workplace experience for our employees, ensuring that our headquarters is a dynamic, engaging, and productive environment. This position involves strategically driving initiatives to improve culture, enhance employee experience, and optimize workplace operations, all while fostering a positive and efficient atmosphere that directly supports our organizational goals. The ability to influence and execute programs that enhance both the physical workspace, and the employee experience is crucial to the continued success and growth of our headquarters. You will both be execution focused, helping to ensure our day-to-day business runs the way it should, and strategy focused, helping to ensure we are contributing to the long-term success of ServiceNow. 

Requires on-site presence on average of 4 days/week or more and available for emergency response 24/7/365. 
 

Key Responsibilities:  

Workplace Services: Operate Workplace Services as a business, combining strategic oversight with tactical execution. Oversee the efficient operation, maintenance, and management and support productivity across multiple office locations in the Bay Area. Directly oversee the delivery of ‘workplace services’ in the Bay Area generally defined as including Facilities Management, Event Management, Employee Services & Amenities, Property Management and Office Services.  

Strategic Leadership: Be an influential leader. Lead and manage a regional facilities team, providing guidance, coaching, and support to ensure high-performance levels and the effective execution of all facilities operations and workplace experience fostering a culture of collaboration and excellence. Act as a regional leader while contributing to the overall strategy of the global Real Estate & Workplace Services organization. 

Client Relationship Management: Proactively engage and build trusting relationships with stakeholders to provide updates on site performance, challenges, and opportunities for improvement and socialize programs. Be a trusted advisor, influencing and aligning priorities across business units to drive organizational goals. Proactively manage competing priorities, ensuring clear communication and alignment of expectations with stakeholders at all levels.  

Workplace Experience & Employee Services: Be an employee and workplace experience advocate. Collaborate closely with the Workplace Experience and Employee Services teams to drive and develop program strategies, drive user engagement, and enhance the workplace experience with a focus on improving culture, employee engagement, attendance and contribute innovative ideas for program improvement. 

Collaboration: Be a proactive partner to the business and other internal business partners to help drive collaboration, strategy, problem solving and communications. 

Budgeting Management: Be financially astute. Oversee the budgeting process for all facilities-related expenses, ensuring effective cost control and alignment with organizational priorities. Monitor expenditures and implement cost-saving initiatives where possible. Develop business cases and provide financial insights to guide decision-making. 

Problem-Solving: Strong analytical and problem-solving skills with a proven track record of addressing complex operational challenges efficiently.  

Governance: Establish and maintain governance structures to ensure operational excellence, compliance, and risk mitigation. Monitor key performance indicators (KP