Associate Director, Workplace Services

Job description

Job Description Our Company is a global biopharmaceutical leader with a diverse portfolio of prescription medicines, oncology, vaccines, and animal health products. We are driven by our purpose to develop and deliver innovative products that save and improve lives. With employees operating in more than 140 countries, we offer state of the art laboratories, plants and offices that are designed to Inspire our employees as we learn, develop, and grow in our careers. We are proud of our 125 years of service to humanity and continue to be one of the world’s biggest investors in Research & Development. The vision for the Global Workplace and Enterprise Services (GWES) organization is to improve patient’s lives by providing world-class facility services & solutions that enable innovative research, medicines, & vaccines. We deliver critical building and site services, including facility management, emergency response, utilities (including electricity and water), and real estate strategy that provides a positive workplace experience to enable employees to perform their best work. The future of work and needs of the workplace are constantly changing so we are also seeking to re-imagine and continuously improve our operations and supporting business processes for our valued colleagues across our Company. Position Description The Associate Director, Workplace Services is a site-based operations leader responsible for the day-to-day oversight of workplace services at the Rahway NJ site, as well as support for multiple small offices and data centers located throughout the United States. This role provides full accountability for the performance, compliance, and continuous improvement of workplace services. Workplace services in scope include office facility management, community management, janitorial services, landscaping, snow removal, all parking-related services, office planning and move management and response to facility issues affecting commercial spaces and occupants. This role is also responsible for monitoring work order backlogs, ensuring priority items are resolved quickly, and driving timely communications to affected occupants when service impacts occur. This position requires a strong field presence, exceptional leadership skills, and the ability to respond quickly to operational needs in a complex, fast-paced environment. The role is expected to be available 24/7 to support site operations, escalations, and urgent issues as needed. Primary activities include: · Provide day-to-day oversight of workplace services delivered by the IFM provider at the RY site and other assigned locations. · Ensure services are delivered in accordance with contractual requirements, SLAs, company standards, and operational priorities. · Monitor service performance in the field daily and provide feedback to support continuous improvement. · Act as the primary escalation point for workplace services issues and ensure timely resolution of service gaps. · Monitor work order backlogs and ensure priority items are identified, escalated, and resolved quickly. · Oversee all site parking operations, including the parking accommodations program, to ensure effective access, utilization, and support for site needs. · Develop and lead a Tier 2 meeting with leads within area of responsibility. Escalate issues to Tier 3 as appropriate. · Respond to issues in commercial facilities to ensure action is taken and that affected occupants receive timely communications regarding service impacts and resolution status. Escalate issues impacting workplace experience for immediate resolution. · Lead regular stakeholder update meetings to communicate facility conditions, service impacts, and priority issues, while also soliciting feedback on key concerns and opportunities for improvement. · Partner closely with the Maintenance and Repair Team and Utility Operations Team to ensure seamless delivery of services to workplace solutions. · For areas of responsibility, assess IFM performance, identify areas for improvement, and lead efforts to update and clarify SLAs as needed to better reflect business requirements. · Own the budget for all services within the assigned area of responsibility. · Review, challenge, and approve proposed costs, scope changes, and service modifications. · Identify opportunities to improve cost efficiency without compromising service quality or compliance. · Support forecasting, cost tracking, and financial planning activities related to workplace services. · Support multiple small offices, conference centers, and data centers while ensuring consistency of service delivery across sites. · Identify improvements to site practices and procedures and lead efforts to implement those improvements, including hands-on execution where needed. · Innovate and identify new ways to enhance workplace experience for employees and site occupants. · Build strong relationships with internal stakeholders, site leadership, and the IFM provider. · Ensure all services are executed in accordance with applicable policies, standards, and safety requirements. Qualifications, Skills & Experience Required · Bachelor’s degree in facilities management, business administration, engineering, or a related field preferred. · Minimum of 7 years of relevant industry experience. · Strong knowledge of contracts, contract interpretation, SLA management, service performance measurement, and vendor oversight. · Proven ability to manage budgets, challenge costs, and identify efficiency opportunities. · Exceptional leadership, interpersonal, communication, and stakeholder management skills. · Demonstrated ability to thrive in a highly complex, fast-paced site-based operations environment. · Strong field presence, hands-on operational leadership style, and 24/7 availability as required. · A proactive, collaborative, and solution-oriented mindset with a strong “can do” attitude. Preferred Qualifications, Skills and Experience · Significant experience in facilities management, workplace services, integrated facilities management oversight, or related operational leadership roles. · Demonstrated experience managing soft services such as janitorial, landscaping, snow removal, parking operations, and office support services. · Experience working across multiple sites, including office and critical environment/data center settings, preferred. · Strong leadership and people management skills with the ability to motivate, coach, and develop teams · Excellent communication and collaboration skills across all organizational levels · Strong problem-solving and decision-making abilities · Demonstrated project management skills, including planning, execution, and stakeholder coordination · Knowledge of reliability engineering, maintenance best practices, and asset management principles · Ability to manage multiple priorities in a fast-paced, complex environment · Strong analytical skills with the ability to use data to drive decisions and improvements · Proficiency with maintenance management systems, planning tools, and standard business software · Ability to influence others and build effective cross-functional partnership Required Skills: Accountability, Business Processes, Business Process Modeling, Change Management, Collaborative Communications, Community Management, Contractor Oversight, Electrical Power Engineering, Engineering Standards, Environmental Health and Safety (EHS) Management, Facility Management, Financial Planning, Future of Work, Identifying Risks, Maintenance Processes, Move Management, People Management, Reliability Engineering, Safety Leadership, Stakeholder Management, S