Workplace Services Site Lead

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

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

This position requires on-site presence (5 days/week or more, 8am–5pm M–F) and availability for emergency response 24/7/365.

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 location's 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

Qualifications

To be successful in this role you have:

•  3–5+ years of experience in FM & Operations, hard/soft services, customer service, or related  disciplines
• Industry certifications such as FMP, BOMA, IWFM, or