Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Our Workplace Services & Real Estate team is responsible for curating and sustaining our unique ServiceNow work environments around the world, helping to bring our Purpose to life in the physical sense. We are responsible for the full life cycle of our physical workplaces, from ‘ideation to expiration’, and we are a key influencer of the employee experience by way of our workspaces, services and amenities.

Job Description

We are looking for a highly skilled and experienced Site Lead to oversee the efficient operation, maintenance, and management of our office in West Palm Beach, FL. In this pivotal role, you will be responsible for ensuring that our workplace environments are safe, functional, and optimized to support productivity across all sites while enhancing the overall user experience. The ideal candidate will have strong leadership and executive engagement abilities, a comprehensive understanding of facilities management, and a proven track record of collaborating effectively with cross-functional teams to achieve organizational objectives and shape the workplace experience for our employees, ensuring that the work environment is dynamic and engaging. This role demands a proactive approach to problem-solving and excellent communication skills.

As the Site Lead, you will oversee the West Palm Beach office. You will have direct responsibility for all workplace experience functions, including the operations and maintenance of facilities, move management, employee programs, events and safety initiatives.

This role is considered essential and requires on-site presence (5 days/week or more, 8am-5pm M-F) and is available for emergency response 24/7/365.

Key Responsibilities:

• Facilities Operations: Oversee the day-to-day office operations ensuring that all systems (HVAC, electrical, plumbing, etc.) are operating effectively, including but not limited to soft services, stakeholder engagement for the site, meeting room and event services, office supplies, amenities & perks, move management, and landlord interactions.

• Client Relationship Management: Be a trusted partner, build strong relationships with local senior executives and WPS partners ensuring alignment between workplace services and organizational needs. Regularly engage with stakeholders to provide updates on site performance, challenges, and opportunities for improvement and socialize programs.

• Collaboration: Work closely with the Workplace Services & Real Estate team members, HR, IT, and other business units to align facilities operations with overall corporate objectives and evolving business needs.

• Workplace Experience & Employee Services: Collaborate with the Workplace Experience and Employee Services teams to drive and develop program strategies, drive user engagement, and enhance the workplace experience. Focus on improving culture, employee engagement, and attendance. Work closely with Program Leads to provide feedback and contribute innovative ideas for program improvement.

• Employee Health & Safety: Partner with Health & Safety team to ensure compliance with health and safety regulations, support emergency preparedness plans, and oversee security protocols across facilities to maintain a safe and secure workplace for all employees.

• Business Continuity & Compliance: Be a proactive member of the Incident Management Team and ensure business continuity for all facilities, ensuring operational resilience in the event of emergencies or unforeseen disruptions.

• Vendor Management: Manage vendor relationships and service contracts to ensure cost-effective, high-quality service delivery. Coordinate with Geo and Global Leads to manage procurement processes and vendor strategies.

• Budgeting and Cost Management: Be financially astute. Oversee the site budgeting process for all facilities-related expenses, ensuring effective cost control and alignment with organizational priorities. Monitor expenditures and implement cost-saving initiatives where possible.

• Continuous Improvement: Proactively identify areas for improvement, efficiency and drive business to operational excellence and elevate the workplace experience to drive employee engagement and presence.
  

Qualifications

• Experience: 12+ Overall experience with 5+ years of experience in workplace/facilities management, with at least 3 years in a leadership role overseeing regional or multi-site operations. Experience in a corporate or large-scale workplace environment is preferred.

• Skills & Expertise: Experienced in operational aspects of facilities management and workplace services in a high-growth and dynamic environment. Demonstrated ability to lead and motivate teams, manage multiple priorities, and work collaboratively across departments. Experience managing budgets and implementing cost-control measures.

• Problem-Solving: Strong analytical and problem-solving skills with a proven track record of prioritizing and managing competing priorities and deliverables to multiple stakeholders.

• Communication & Relationship Management: Experienced in leadership and interpersonal skills, including ability to establish positive relationships with executives and at all levels of the organization.

• Other Requirements:

• Proven track record and strength in white-glove customer service, hospitality, and experience/engagement activities.

• Work effectively with minimal supervision as an individual and as part of a team.

• May need to work a flexible schedule including outside work hours, early mornings, evenings and/or weekends as needed to meet department and company demands.

• Preferred bachelor's degree: Facility Management, Business Administration or a related field.

• Certifications: Relevant certifications such as Certified Facility Manager (CFM), MCR, LEED accreditation, or other industry-recognized credentials are a plus.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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