WE&O London Metro Lead

Overview

In this role you will lead the London workplace experience and operations across the portfolio, coordinating front-of-house and building services to deliver exceptional occupant and guest experiences. You will manage teams, contracts, risk, and financials to uphold high standards while driving continuous improvement. The position sits in a high-visibility client-facing environment, shaping workplace strategy and service delivery. You will partner with stakeholders to embed sustainable, tech-enabled operations and ensure seamless events and daily operations. This is a strategic, impact-focused opportunity at a globally recognized real estate and services firm.

Responsibilities

• Lead and develop a high-performing team across workplace experience, front of house and operations
• Drive service-excellence culture and continuous improvement
• Develop and implement modern workplace programmes to enhance employee experience
• Oversee front-of-house/visitor services and maintain guest standards
• Coordinate end-to-end events and post-event follow-up
• Manage daily building operations, maintenance, safety, and emergency procedures
• Oversee contracts, supplier onboarding, and cross-site delivery with a one-team approach
• Set and monitor financial targets, budgeting, forecasting and billing/reporting
• Drive risk, compliance and governance across Health, Safety, Environment and Business Continuity
• Champion technology-led improvements and sustainability initiatives in the office
• Provide regular reporting and build relationships with client stakeholders
• Remain flexible to support wider workplace initiatives and cross-site projects

Key requirements

• Progressive experience in Facilities Management, Building Operations, Workplace Experience or related customer-facing environment
• Experience leading teams and managing complex service delivery across portfolios/sites
• Financial management experience including budgeting, forecasting and cost control
• Experience in regulated environments (financial services preferred)
• Degree (or equivalent) in Building Management, Facilities Management, Business Administration or related discipline preferred; professional FM qualifications beneficial
• Excellent written and verbal communication, including presentation and negotiation
• Strong leadership, stakeholder management, and organizational skills
• Analytical, detail-oriented with data integrity and reporting discipline
• Confident decision-making and calm under pressure; proactive problem solving
• Comfort with using technology to improve service delivery (automation, systems, reporting)

• leadership and people management
• stakeholder management
• communication
• technology-enabled service delivery
• data reporting and analytics
• facility management systems (e.g., Corrigo)

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