ABOUT UNILEVER
With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world.
At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.
JOB PURPOSE
The Workplace Service Lead is responsible for the Workplace across East, Turkey and North Africa . Where he/she will ensure that our Workplaces services are Future Fit and aligned to the ambition of a great place to work and trailblazing for best -in-class employee workplace experiences.
The role will be responsible and accountable for the day-to-day delivery of Workplace Services in line with established service levels and service line strategy. The services scope of this role includes primarily Facilities Management (both soft and technical services but excluding technical services inside the production areas of our Supply Chain). The services scope will also include activities across the other Workplace Services areas (Real Estate, Travel and Agile Working and projects). The portfolio ranges from large head offices to small offices and numerous diverse factory sites.
WHAT WILL YOUR MAIN RESPONSIBILITIES BE
The role will be responsible for leading the workplace & Travel transformation and be accountable for the day-to-day delivery of workplace & Travel services in the line with other partnered services, aligning with the strategy. The service scope of this role includes primary facilities management both soft and technical services. This however excludes the technical services that falls within supply chain factories at the moment / however depending on business decision for the future scope. The services will also include activities across areas within workplace services as real estate, Agile working, projects and partnering with IT to deliver within the technology strategy for workplace spaces.
The role reports to the Head of 1 UL Africa, Middle East & Latam – Menzi Sithole, and will be part of the North Africa, Middle East & Turkey workplace services delivery organization. And 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, incoursed operations teams within the geography leadership teams, holding both the suppliers and the client accountable for their part in the successful delivery
- Being the geography workplace service business relationship manager including the accountability of:
- 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 stakeholders
- 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 SHE & Security culture and standards in WTS
WHAT YOU WILL NEED TO SUCCEED
Experiences & Qualifications
- The ideal candidate will have a background in Service Operations (+10 years experience), preferably in an Integrated Facilities Management capacity.
- This person will have experience or knowledge about best practices, contracting methods, SLAs, KPIs, etc.
- Can develop strategies /take guidance to develop 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 due to the vast difference in these markets
- 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
- 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
- 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
Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.
