The Workplace Services Manager leads the delivery of high-quality customer services across one of four GPA operational regions (North, Central, South and London). They inspire teams of civil servants and delivery partners to transform and ensure the integrity of the workplace experience across their region.
We are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community.
Required Experience
* Deep workplace and facilities management experience, technically skilled yet with stakeholder engagement and advocacy skills to help customers get the best from their workplaces and the relationships between property, technology, people policies and organisational culture.
* The ability to build communities within our buildings across client organisations, between our buildings and their places, and between multiple delivery partner organisations (commercial and non‑commercial).
* Excellent change management to support the transformation of our workplace services.
You will put customer service excellence at the heart of everything the team (including our delivery partners) does, and:
* Lead, organise and manage delivery of workplace services in your region across multiple suppliers, in a mix of directly managed contracts and strategic delivery partnerships with other government departments and delivery agencies, combining stakeholder engagement, supply chain management and contract management, taking national accountability for policy and service issues and developments as required.
* Ensure the effective integration of new assets, services and teams as part of the ongoing GPA onboarding programme and the delivery of projects in the Hubs and Whitehall Campus programmes.
* Lead and inspire your own teams, growing them in line with the development of new GPA business; make sure our teams have the capabilities to support and encourage our customers in the adoption of smarter working and making best use of their workplaces, as well as identifying and resolving problems quickly and effectively, always keeping customers informed of progress. Teams will comprise 10‑15 FTE, building over time, overseeing services for 60‑80k customers.
Key Responsibilities
* Budget management responsibility for the region, including forecasting, management and improvement including the approvals in line with the delegated authority matrix.
* Actively participate in and support the development and deployment of the WSD strategy.
* Responsible for Supplier Management and the application of commercial toolkit where applicable to drive standards to the expected level. Develop strong relationships with service providers to develop a culture of strong collaboration and customer focused delivery.
* Contribute to and embed change programmes and the GPA, Workplace Services Strategies into the operating model.
* Oversee tender processes to ensure the GPA finds suitable contractual arrangements to support customer needs.
* Responsible for ensuring effective incident management support in line with the defined processes and policies.
* Ensure that the team provides close collaboration with other GPA and wider Government departments to support the needs of HMG and the GPA strategic objectives.
* Ensure PQs and FOIs are responded to in a timely manner by providing quality information as required.
* Ensure that the correct governance and controls are in place to provide assurance over supplier performance.
* Develop robust succession plans to de‑risk the business for your team.
* Any other reasonable and authorised activity as needed from the business from time to time.
* Support wider engagement as a WSD Senior leadership representative where required.
* Deputise for the WSD Deputy Director as required.
Key stakeholders include customers (anyone using one of our buildings), client organisations (government departments, arm's length bodies and others), commercial and non‑commercial delivery partners, Crown Commercial Services, CPNI, regulators/inspectors, professional organisations (e.g., IWFM, RICS), and other GPA teams.
#J-18808-Ljbffr