Senior Manager, Workplace Services

Senior Manager, Workplace Services

Location: Wilmington, DE

Introduction to role

The Senior Manager of Workplace Services drives vision and policy for Workplace (Soft) Services to ensure a multi-disciplinary Outside Service Provider (OSP) team delivers essential amenities and site operational support. This position will lead and ensure OSP teams are positioned to support site occupants and business priorities through management of people, processes, technology, services, tools, and organizational needs cross-functionally.

Accountabilities

Workplace Services

• Manage integrated facilities management (IFM) for Wilmington Site with overall accountability for the delivery of IFM workplace services (in house, with landlord, and outsourced) required to operate the Site.
• Oversee various multidisciplinary Outsource Service Provider (OSP) professionals to ensure safe and effective delivery of Workplace Services that include hospitality, building services, janitorial, pest and waste services, audio/visual and conferencing services, shipping/receiving and copy services, assistance with space and occupancy planning.
• Proactively manage and monitor performance of IFM and ensure actions are in place to improve performance as appropriate to meet the agreed service levels.
• Act as a high profile, leading role model for matrix working across IFM, other AstraZeneca functions and 3rd party suppliers to optimize and evolve service delivery by large, diverse delivery teams.

Processes & Capability Improvements:

• Influence and promote deployment of service offerings and improvements to enhance current service offering.
• Define and drive to execution projects which improve capability, capacity and service delivery.
• Collect voice of customer data from organizations on site regarding current and potential new services.
• Recommend and implement changes to contract documents to allow for new services offerings and improvements where appropriate.
• Oversee delivery and implementation of services; set objectives and targets; establish roles and responsibilities for service programs; review, evaluate, and report on Workplace Services performance.
• Develop and maintain long-term business relationships with key service providers.

Customer & Strategic Focus:

• Continuously manage customer expectations and monitor customer satisfaction levels of all applicable key customer groups for each service area; administer voice of customer and customer satisfaction programs.
• Work with Business Services and other supporting functions to communicate end-user requirements, generate solutions and enable cross-functional data gathering and sharing.
• Develop and analyze performance indicators; report out metrics and implement changes as needed to ensure continuous improvement.
• Manage projects across multiple functions as needed to ensure smooth integration of service capabilities across customer groups.
• Oversee the work of cross-functional OSP teams tasked with achieving a wide range of goals within a specified timeframe.
• Seek collaborator feedback from multiple levels of the organization on matters concerning different functional areas to advise on new projects, initiatives, and service delivery.

Essential Skills/Experience

• 5+ years of experience in a management position
• Bachelor’s degree
• Successful previous work in a matrix or project organization
• Hospitality and/or operations experience
• Strong proficiency and experience in leading Workplace or Soft Services
• Detailed knowledge of relevant site operations
• Ability to manage complex partner relationships
• Ability to lead a team
• Ability to multitask in a fast-paced environment
• Strong critical and analytical thinker; strategy setting & execution skills a plus

Desirable Skills/Experience

• Breadth of knowledge across all aspects of Facilities Management service offer and its requirements for customer service
• Exercises judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to write reports, business correspondence, and procedure policies.
• Experience in occupancy or space planning

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the