Workplace & Travel Services Lead KSA

Job description

Job Position: Workplace Service Lead BUL

Function: Employee Services - Workplace, Enterprise Technology Solutions

Reports to: Work Place & Travel Service Manager NAME

Scope: BUL

Location: KSA/Jeddah

Context :
Unilever Enterprise & Technology Solutions Support (ETS) is the global business unit that will manage the company's shared business services and Technology services, solutions, and innovations.
Its mission is to provide excellent services globally which enable Unilever to win in the market by:
· putting the business' goals at the heart of what we do
· leveraging cost-effective, best practice, global solutions across Unilever to meet users' needs
· making continuous improvement in both cost and service an integral part of our way of working
· building a professional services organisation that enables our people to give their best
· developing win-win relationships with selected providers to meet our current and future requirements
The key benefits from ETS are expected to be:-
· Accelerate savings and benefits – provide financial value back to the business to reinvest in areas of business growth, such as by reducing P/L spend and providing profitable cash through property disposals.
· Step change in service – improve user experiences in our services, processes, and our tools
· Build the foundation for a 80B Euro business – create the right foundation across Workplace to support a growing business.
The transformation of Employee Services – Workplace will be significant over the coming 6 – 18 months as the strategy development and delivery of these services move from being primarily within each local site and geography to be a globally integrated service line within ETS. There will be an over-riding requirement of delivering change without disruption to everyday operations.
This role requires a self starter that can drive the formation of a new org, manage old and new employees and integrate them into an effective team. Particular focus on relationship building skills, ability to drive performance leading to success of 3 rd party suppliers, and drive change in the workplace environment effectively while balancing sensitivities and local nuances.

Accountabilities


· The scope of the Workplace Services Lead covers the site of BUL. The role will be responsible for leading the Workplace Services transformation and be accountable for the day to day delivery of Workplace Services in line with established service levels and service line strategy. The services scope of this role includes primarily Facilities Management (both soft and technical services but excluding technical services inside the production areas of our Supply Chain). The services scope will also include some activities across the other Workplace Services areas (Travel and Agile Working).

· The role reports to the Workplace & Travel Services Manager NAME and will be part of the KSA Workplace Services delivery organisation.

· This role has the following key responsibilities:

· Be accountable for day-to-day service delivery in line with established service levels, whether provided by a third party or in house by Unilever
· Lead Workplace Services organisational and service delivery transformation across the geography aligned to the outcome of the Facilities Management Transformation (FMT) project and the overall Workplace Services strategy
· Manage day to day operations of in-house teams and service provider (s) across the geography
· Resolve performance and quality issues, escalating to Regional lead where required, ensuring timely resolution
· Deliver harmonisation and continuous improvement projects aimed at improving cost and service
· Identify trends and actions to address where appropriate
· Identify opportunities to improve understanding of the business requirements and adoption of the services and work with key stakeholders and clients to develop and implement plans to address these opportunities
· Ensure timely and accurate performance reporting
· Suggest changes and improvements to metrics SLA's, KPI's, etc
· Facilitate regular performance reviews with service providers and/or insourced operations teams with geography leadership teams, holding both the supplier(s) and the client accountable for their part in successful delivery
· Be the geography Workplace Services Business Relationship Lead including:
· Review of service performance with client
· Review of actual cost & consumption and cost & consumption forecasts with client
· Medium to long-term joint business planning
· Escalate un-resolved issues to Regional and Global Service Operations
· Provide ETS projects updates to clients
· Run client service perception survey
· Run operations and teams
· Build and maintain positive working relationship with service providers and other key stakeholders

Experience Required

· The ideal candidate will have a background in Service Operations (+3 years experience), preferably in an Integrated Facilities Management capacity.
· This person will have experience or knowledge about best practices, contracting methods, SLAs, KPIs, etc.
· Experience in Corp Real Estate and/or relevant experiences in supporting HRS, Workplaces, Finance, IT and other critical service delivery operations
· Experience in management of third party service providers
· Experience in managing insourced operations teams
· Experience in engaging key senior level stakeholders along with proven ability to influence and manage relationships with those stakeholders.

Skills:

· Service delivery
· Demonstrated Project management and change management skills
· Leadership capability to create and lead a complex transformation
· Communications

Competencies
· Service delivery mindset
· Service excellence mindset
· Organisational awareness
· Change Catalyst
· Strategic influencing
· Team leadership and commitment
· Remote management skills

Key Interfaces

· Workplace Services Manager
· Other service operations in ETS and cross-functional teams
· Key clients within each Geography (Directors/Managers: MD/ HR/Finance, Functional Leaders – Supply Chain/R&D)
· Key 3 rd party providers