Job Description

Competitive Salary, Bonus, Pension, Share Options, Free Onsite Gym, Subsidised Staff Shop & Canteen, Flexible & Agile Working.

Unilever is one of the world’s leading fast-moving consumer goods companies. Our products are sold in over 190 countries and, on any given day, 2 billion consumers worldwide use them. We own some of the best known and best loved brands, from long-established names like Dove, Sunlight, Knorr and PG Tips to new innovations such as Pureit, our unique in-home water purifier.

Enterprise & Technology Solutions (ETS) is Unilever’s services & IT organisation that plays a crucial role in Unilever’s simplification and cost agenda by focussing on five thrusts:

Driving Effectiveness of employees through tools and technology
Driving efficiency in our core business processes
Driving sustainable growth
Exploiting information for faster, better decisions
Providing high performing and resilient IT platforms

Working with around 3,500 employees and more than 8,000 service provider staff, ETS delivers a wide range of employee services (HR services, Finance Services, Workplace & Travel Services, IT Services), manages technology and drives process excellence/information and analytics across Unilever.

The Workplace & Travel Services organisation, a part of ETS, delivers the Real Estate, Facilities Management, Building Projects, Travel and Agile (Workplace and Agile Certification) services for Unilever, managing a portfolio in excess of 10 million square meters of space. Working with around 850 + permanent employees and 5000+ supplier resources.

Workplace & Travel Services vision is to energize our people to perform, enable our business to win and continue making Unilever a great place to work. One of our success factors is to ensure that an effective and efficient delivery of FM services is delivered on all strategic locations.

Main purpose of job:

The scope of the Workplace Services Delivery Manager covers a number of sites across the UK&I region and a number of Unilever’s highest profile locations. The role will be responsible for leading the Workplace & Travel Services transformation and be accountable for the day to day delivery of Workplace & Travel Services in line with established service levels and service line strategy. The services scope of this role includes Facilities Management (both soft and technical services but excluding technical services inside the production areas of our Supply Chain factories). The services scope will also include activities across the other Workplace & Travel Services areas like Real Estate, Travel & Fleet, and Agile Working and building projects.

The role reports to the Workplace Services Delivery Director EMEA and will be part of the EMEA Workplace Services delivery organisation.

Key accountabilities:

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 & Travel 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 or Global Service Operations leads where required, ensuring timely resolution
Deliver harmonisation and continuous improvement projects aimed at improving cost and service level
Identify trends and actions to address where appropriate
Ensure accuracy of financial targets and relevant property data and deliver accordingly
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
Work and support RE Leads in geography to manage business relationship and ensuring the activities are linked to the other FM and travel activities in the geography.
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 Manager 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 project updates to clients
Run client service perception survey
Run operations and teams remotely (applicable in multi-cluster geographies)
Build and maintain positive working relationship with service providers and other key stakeholders
Manage multiple building projects like refurbishments, dilapidations and office moves
Drive and adhere to the Safety & Security culture and standards in Workplace & Travel Services.

Experience and qualifications required:

The ideal candidate will have an extensive background in Service Operations, preferably in an Integrated Facilities Management capacity.
This person will have experience or knowledge about best practices, contracting methods, SLAs, KPIs, etc.
Is capable of developing strategies and developing/executing programs to make them happen.
As part of a global unit, this professional must have had exposure to the challenges of running global or, at least, regional / sub region operations.
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 at a corporate centre level along with proven ability to influence and manage relationships with those stakeholders.
Experience in managing multiple building projects.
Experience in managing different cultures within the geography
Experience in managing financial budgets and driving cost efficiencies

Skills required:

Service delivery management
Demonstrated Project management and change management skills
Leadership capability to create and lead a complex transformation
Strong communication skills
Analytical and organizational skills to lead discussions with board members in country(s)
Financial acumen and working knowledge of financial budgeting and accounting
People leadership skills to set the direction and mindset for both direct and third party partner teams

Competencies required:

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

Key interfaces:

Director Workplace Services
Regional Workplace Services Team
Other service operations in ETS and cross-functional teams
Global Real Estate Director
Global Service Development Team
RE Leads in the geography
Workplace Finance Team
Global Innovations & Operations Team
Global Travel, Fleet, Meeting and Events team
Key clients within each Geography (VP HR/Finance, Functional Leaders – Supply Chain/R&D)
Key 3rd party providers

APPLICATION PROCESS

Online Application >> Face to Face Interview/s >> Job Offer

Please note: As part of the job application, you will be asked to complete a brief online application form. Completion of the form is required in order to be considered. Please allow yourself enough time to complete the application form as when filled out partially or not at all it may adversely affect the progress of your application. Please be aware that you will have to complete the form at once as you will be unable to return to it later.

Corporate Services

Property Management

Facilities Management

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