Workspace Delivery Manager

Workspace Delivery Manager

What this job involves

Overall Role

• Oversee day-to-day service delivery by the Workspace team and vendor partners, ensuring compliance to SOPs and SLAs.
• Maintain alignment with the Workspace Experience team to ensure service delivery creates Customer Delight with agility.
• Lead the team to deliver expected standards, maintain clean & hygienic workspaces, seamless Guest Relations (GRE) services, and engagement with other service partners (Security, Dining, Landlords).

Major Responsibilities

Transforming to the Workspace Team of the Future

• Participate in ad-hoc projects.
• Deliver the best level of service through obsessive attention to detail.
• Ensure resets to agreed format, owning Clear Deck policy and associated reporting.
• Conduct proactive checks, reviewing ping reports, including after business hours, for refreshed workspaces.
• Ensure a highly proactive, responsive, dynamic, and agile team.
• Manage planned, predictive, and corrective works of building systems, including power down planning and execution.
• Conduct quality assurance and monitor outsourced critical works vendors.
• Review maintenance/service practices of M&E contractors for quality, aligning with manufacturer recommendations and processes.
• Manage engineering regulatory compliance and adherence to client-stipulated Engineering Playbooks.
• Support incident management, including 24/7 on-call availability for corporate real estate buildings.
• Support installation, commissioning, and programming of new office spaces.
• Submit technical reports for portfolio objectives and performance.
• Govern as-built drawings and OEM information.
• Produce and manage MOPS/SOPS/EOPS.
• Manage lifecycle asset management and UPS component replacement.
• Support engineering standardization across Asia Pacific.
• Lead in-city technical training delivery.
• Develop and implement innovation programs to reduce utility costs, increase productivity, and achieve cost savings.
• Identify energy-saving initiatives and ensure their implementation and validation.
• Review all maintenance reports to ensure appropriate conduct and actioning of performance issues.

Client/Stakeholder Management (in support of the Workspace Lead)

• Proactively develop and manage client relationships to achieve expected service levels.
• Comply with all Client contract requirements and meet or exceed Key Performance Indicators.
• Deliver exceptional quality of service as reflected by Client feedback.
• Actively recover feedback from end-users.

Leadership / Staff Management

• Actively encourage an environment that supports teamwork, co-operation, performance excellence, and personal success.
• Proactively manage the team to deliver Delight.
• Develop the team through performance assessments and training, managing workload, and developing succession plans.

Operations Management

• Deliver functional operational control for excellence.
• Implement service tasks, procedures, and policies, and measure performance.
• Review and spot-check suppliers/service providers performance against contractual obligations.
• Understand operational & technical requirements of the site and maintain necessary contracts.
• Provide comprehensive Workspace management for office premises.
• Implement and manage the change control process.
• Resolve user complaints and concerns with solutions and follow up.
• Resolve problems or improve operations.
• Prepare risk assessments for self-delivery.
• Assist with critical out-of-hours issues and participate in emergency responses.
• Report building incidents following escalation channels with measures and solutions.
• Monitor and manage staff performance based on Individual Performance Management criteria.
• Coordinate, manage, and oversee vendors for Workspace-related services.
• Ensure service deliverables meet SLAs and KPIs.
• Work with all related parties for timely delivery of services.
• Ensure up-to-date information on Clients Property Services SharePoint.
• Raise risks to Workspace Experience Site Lead for further investigation when necessary.
• Implement continuous improvement initiatives.
• Maintain a cost-saving mindset that drives value.
• Manage budgets and ensure cost-effectiveness.
• Collect, analyze, and report statistical data for management objectives.

Desired Skills and Experience

Ideal Experience

• 8+ years of experience in hospitality/facility management.
• Bachelor's degree in Mechanical, Electrical, Facilities Management, Hotel Management, or Hospitality Management is beneficial.
• Minimum of 5 years of relevant engineering management experience.
• Experience in CRAC, UPS, Chiller plant, or Data Centre operations.

Technical Knowledge

• Knowledge of Occupational Safety requirements.
• Strong PC literacy and ability to manage daily activities using various systems (BMS, other computerized control/monitoring systems).
• Thorough understanding of building services design and engineering management.
• Knowledge of HVAC, Fire Protection System, Electrical system, and BMS system.
• Holder of REW A0 is preferable.
• Diploma in an Engineering discipline.

Critical Competencies

• Client Focus & Relationship Management

  : Proactive and professional approach to customer service, natural hospitality-oriented communication, ability to interact with all client staff levels, managing conflict, customer service oriented.

• People Management and Team Leadership

  : Ability to lead effectively, train well, and promote open, constructive, and collaborative relationships.

• Program Management & Organizational Skills

  : Excellent planning & organizational skills, proven ability to manage multiple complex operational matters.

• Problem Solving & Strategic Thinking

  : Capacity to deal with ambiguity, solve complex problems effectively, analytical, and ability to employ holistic approaches for long-term solutions.

Other Personal Characteristics

• Detail-focused and proactive.
• Self-motivated.
• Exhibits honesty & trustworthiness.
• Open to new ideas & willing to challenge the status quo.
• Works well with diverse teams from various countries/cultures.
• High energy, flourishes in fast-paced, dynamic environments.
• Customer centricity.
• Comfortable working in a challenging environment as part of a team and managing incidents/service failures.

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