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Service Performance Change Manager

Expired Job

Glaxosmithkline Collegeville , PA 19426

Posted 3 months ago

Your Responsibilities:

The Worldwide Real Estate and Facilities (WREF) organization directly oversees and operates FM Services occupying16 million square feet of space with a population of over 40,000 GSK and other staff, including all R&D laboratories and pilot plants, and all WREF office accommodation in Europe, North America and Asia and provides Customer services Support, Building Operation and Scientific supporting services.

The WREF Service Performance Change Manager plays a key role in executing the WREF strategies through supporting implementation of significant transformational efforts and ensuring WREF minimum amenity service standards are in place across WREF with a focus on North America WREF portfolio

The role will be to act of a single point of contact for WREF operational stakeholders and service provider in evaluating and defining amenity service levels and costs and to drive the agenda to support optimum performance in both areas which add value to GSK to ensure right cost is spent. The role will act as service owner for services

There is a requirement to be able to work both with WREF senior stakeholders and budget holders and service partner organization to deploy best talent to the services in the appropriate fashion. The required outcomes are calibrated levels of performance and spend which are top quartile efficient when externally benchmarked

The successful candidate will demonstrate the below ...

  • Operational Facilities management expertise, FM industry connectivity, experience of soft service standards design, deployment and operations. Solid knowledge on service performance management and service improvement. Management and engagement with third party providers

  • Independent, can work autonomously (line manager based in Asia and most of the wider team members are UK based)

  • Solution and outcome driven. Strong in project management. Drive analysis and recommendations from fact-based research and more intuitive solution. Both verbal and written communication at senior level is required and the ability to create impactful presentations.

  • Ability to work in matrix organization and influence without formal authority cross different functional team and drive alignment.

  • Good interpersonal and communication skill. Good in stakeholder management.

  • Flexible and willing to take on a variety of tasks, adapts to changing environment

  • Open minded, conversant with local cultures and language and be able to understand and accommodate local variances.

  • Team player.

Key Responsibilities:

  • Act as service experts/global service owner 12 global amenity service and service as business owner to support WREF/GMS/Vx in service escalation, contract review and drive service innovation . Work closely with service partner and site leads to ensure the global standards are deployed and followed. Develop training plan and support behavior change.

  • Support operation team by sharing best practice, driving benchmark and implementing service improvement actions.

  • Drive global service initiatives deployment such as SMART Kitchen, Standard Operating Model etc. track the project performance and drive behavior change and continuous improvement.

  • Develop good stakeholder and service partner relationship and drive day to day customer satisfaction via Happy or Not or other indications

  • Drive new global contract transition and support operations to deliver annualized Opex savings/alignment to global contract/governance structure

  • Conduct stakeholder and end user analysis using evaluations, interviews, focus groups, surveys and other tools; develop plans to address gaps

  • Support FM Project (new site or site relocation) soft service design and support smooth transition to prepare for the move.

  • As a single point of contact for Americas, understand local customer requirement and coordinate with other SMEs to support the region

Why You?Basic qualifications:

  • Bachelor's Degree

  • At least 5 years' experience in Facility Management industry and with at least 1-year soft service design, deployment and operation projects.

  • Familiarity with matrix organizations and reaching alignment.

  • Experience in influencing without formal authority

Preferred qualifications:

  • Master's Degree
  • PMP (Project Management Professional), FMP (Facility Management Professional), CFM (Certified Facility Manager)

Why GSK?:

At GSK we are a science-led global healthcare company. We research and develop a broad range of innovative products in three primary areas of Pharmaceuticals, Vaccines and Consumer Healthcare. Our mission is inspiring and challenging to help people do more, feel better and live longer.

We have a significant global presence with commercial operations in more than 150 countries, a network of 86 manufacturing sites in 36 countries and large R&D centres in the UK, USA, Spain, Belgium and China.

Contact information:

You may apply for this position online by selecting the Apply now button.

If you require an accommodation or other assistance to apply for a job at GSK, please contact the GSK HR Service Centre at 1-877-694-7547 (US Toll Free) or +1 801 567 5155 (outside US).GSK is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK's compliance to all federal and state US Transparency requirements. For more information, please visit GSK's Transparency Reporting For the Record site.


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Service Performance Change Manager

Expired Job

Glaxosmithkline