Workplace Services Manager

Job Purpose:
We are recruiting a Workplace Services Manager to join the team located in Dubai. The successful candidate will provide a professional, engaging and interactive first point of contact for the building occupants with any operational queries/issues they may have for multiple sites across UAE. The role also provides an interface between clients and vendors, providing focus on key areas to ensure that a five-star standard is maintained at all times, whilst ensuring that issues are proactively identified and addressed by all vendors that service the floor before the clients become aware of them. The successful candidate will receive training and support to develop their career in Facilities Management.

Key Tasks/Responsibilities:

• Develop and maintain client facing relationship.
• Manage different client site in UAE.
• Proactively support and deliver a collaborative and cooperative environment across all vendors and all floors throughout the building.
• Act as the interface between all vendor operatives who provide an on-floor service for our customer, ensuring a seamless service delivery.
• Perform duties to maintain company & clients standards whilst delivering a high level of personal client engagement.
• Continuously monitor and audit all designated client areas, including office floor and non-bookable meeting rooms, ensuring they are ‘fit for business’.
• Carry out inspections of designated areas (TBC frequency and exact areas), record and proactively report issues and defects to the facilities helpdesk
• Maintain ownership and proactively manage all issues in conjunction with the wider FM team
• Understand service delivery SLAs and monitor to ensure requests are being completed in a timely manner
• Promptly resolve all daily client requests, guiding clients with helpdesk tickets logged and managing expectations on completion timelines, to include monitoring and progress reports with personal feedback to individual clients and management (managing client expectations)
• Report hazards and safety observations through myHSE system in a timely fashion
• Work closely with health and safety vendor to conduct regular inspections
• Provide a physical and personal presence in all building areas where scheduled external and internal client events are taking place, ensuring event areas are meticulously maintained
• Manage community activities (e.g. kitchen table, divisional updates, training sessions, community whiteboard, socials) through ensuring Kitchen Table Area is kept clean and tidy at all times – liaising with the Cleaning Team / support events around the Kitchen Table Area
• Recruit/ Engage with change champions and floor stakeholders on the rollout
• Scheduled/ minuted meetings to be carried out on a monthly/ quarterly
• Liaison with stakeholders on what desks are not clear the previous day to encourage improvement.
• Observation reporting on vacant desks
• Proactively report on any maintenance issues to CRS Helpdesk.
• Report on any known AV issues to Multimedia services.
• Locker set/reset
• Liaison with Facilities Management team and escalating where required
• Participation in welcome workshops
• Innovation and suggestions to enhance service delivery

Technical support on site:

• Visual inspection
  • All critical areas
  • All common areas
  • All work place areas i.e., internal floors, pantries, cafeteria etc.
  • Highlight and report issues observed during DAILY floor walk, report, assign task based, follow up and close the finding.
  • Document and report on daily facility walk through findings, status and road block.
• Vendor Management
  • Issue PPM work orders one month prior to the date of PPM to respective vendors.
  • Raise change request at least ONE MONTH prior to PPM date (Training will be provided for client FM Tools).
  • Follow for change approvals till ‘APPROVED. All changes MUST be approved at least 2 weeks prior to PPM date.
  • Report findings/recommendations provided by respective vendor.
  • Follow up with vendor for closure of findings through CONTROLLED and planned maintenance programme.
  • Close PPM’s with in ‘DUE DATE’.
  • Plan, organize, perform monthly, quarterly, half yearly and annual PPM’s as per client tool. Training will be provided related to client tool(s).
  • Review PPM service reports
• Minor works:
  • Coordinate with ‘registered’ vendors to obtain quote
  • Quotes review with scope of work
  • Compare quote, summary preparation and presentation to client with justification
• Audit:
  • Conduct QHSE audit on monthly basis for each site
  • Audit Vendor documentation on monthly basis including vendor team competencies
    • • QHSE documentation review on monthly basis.
      • QHSE procedures MUST be followed for every internal and external activity