Workplace Services Site Lead

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Company Description: 

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.   

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving.  We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.  

 About the Team:

Our Workplace Services & Real Estate team is responsible for curating and sustaining our unique ServiceNow work environments around the world, helping to bring our Purpose to life in the physical sense. We are responsible for the full life cycle of our physical workplaces, from ‘ideation to expiration’, and we are a key influencer of the employee experience by way of our workspaces, services and amenities.   

Workplace Services Site Lead: 

We are seeking an experienced Workplace Services Site Lead in Boston to coordinate and oversee day-to-day facilities management, operations, workplace experience, and event functions. As the Site Lead, you are accountable for keeping our offices functional, operational, and safe while delivering a positive, seamless experience for employees. 

This position requires an on–site presence (5 days/week or more, 8am–5pm M–F) and availability for emergency response 24/7/365.

Key Responsibilities:

Facilities Operations:

• Oversee day-to-day office operations, ensuring HVAC, electrical, plumbing, and other building systems operate effectively — including soft services, meeting room and event services, office supplies, amenities, and landlord interactions 

• Enforce WPS policies, best practices, processes, and design & space guidelines 

• Oversee asset management (EAM) and maintain preventative maintenance schedules 

• Utilize the ServiceNow platform to receive and review requests, assign or complete work orders, track task/request, and ensure on-time completion and closeout. 

• Conduct regular inspections for cleanliness, safety, and functionality; proactively address repairs and maintenance needs 

• Support general maintenance activities, including minor repairs and troubleshooting 

• Organize and support socials and events, ensuring spaces are event- and meeting-ready 

Client Relationship Management: 

• Engage and coordinate with key stakeholders, providing updates and incorporating feedback into workplace experience programs and operational decisions 

• Collaborate with Experience & Events Leads to ensure seamless employee experience delivery and engagement 

• Serve as a key partner to the business and cross-functional teams (IT, Communications, and Security, etc.) — to drive collaboration and problem-solving 

• Act as a pivotal partner to Real Estate, Planning & Design, and Safety & Security teams 

• Build strong relationships with local leaders and WPS team members; serve as an ambassador for the ServiceNow brand and culture 

• Deliver high-quality customer service, addressing inquiries and concerns and following up to ensure satisfaction and continuous improvement 

Workplace Experience & Employee Services: 

• Maintain regular communication with employees via established channels on site activities 

• Oversee on-site Employee Services programs, including Food & Beverage, cafe services, catering, breakroom program, and event management 

• Serve as an employee experience advocate, building employee-centric communities that drive engagement and success. 

• Plan and coordinate workplace events and meetings.  

Safety:

• Be responsible for keeping your location safe.  

• Serve as a proactive member of the Emergency Response Team and Incident Management Team, ensuring business continuity and operational resilience during emergencies or unforeseen disruptions. 

• Ensure Promote and maintain a clutter-free, safe working environment, adhering to safety protocols and cleanliness standards 

Vendor Management: 

• Manage vendors — including maintenance, HVAC, electrical, security, janitorial, and F&B — to ensure proper service delivery 

• Partner with Regional, Geo, and Global Leads and the Sourcing team to solicit bids, negotiate contracts 

• Create and track POs, monitor spend on a vendor-by-vendor basis, administer contracts, and ensure quality vendor work 

Budgeting and Cost Management:

• Own and manage the location's operating expense budget for local responsibilities; track expenses to cost center and provide regular budget updates to management 

• Manage allocated portions of the operating expense budget, ensuring cost-effective operations and financial accountability 

Requirements: 

• 3–5+ years of experience in FM & Operations, hard/soft services, customer service, or related disciplines 

• Industry certifications such as FMP, BOMA, IWFM, or other relevant designations 

• Strong interpersonal skills, with the ability to build positive relationships across all levels of the organization and with internal/external business partners 

• Proven track record in white-glove customer service, hospitality, and experience/engagement activities 

• Strong sense of prioritization; able to manage competing priorities and deliverables across multiple stakeholders 

• Works effectively with minimal supervision, both individually and as part of a team 

• Proficiency in spreadsheet, presentation, database, and financial CAFM/CMMS software tools 

• Ongoing commitment to industry best practices and a growth mindset for learning & development 

• Financial, analytical, and organizational skills 

• Flexibility to work outside standard hours — early mornings, evenings, and/or weekends — as needed 

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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