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.
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:
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
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.
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