Owen Reed is looking for a Workplace Services Manager to join a London law firm. Reporting to the Head of Front of House & Workplace Services, you will lead the day-to-day delivery and continuous improvement of workplace services across the firm.
This is a broad leadership role covering mail and logistics, reprographics, records management, floor support, property services coordination, and health and safety. You will work closely with the Head of Front of House & Workplace Services to ensure services meet the firm’s operational needs and strategic objectives. Front of House sits outside the direct remit of this role.
Key responsibilities
Service and operational leadership
- Deliver the firm’s workplace services strategy and champion a client-first approach for internal stakeholders.
- Lead the mailroom, reprographics and print, records management, and floor support services.
- Plan resources and team coverage to maintain service continuity across all sites.
- Identify ways to improve services through technology, data and best practice.
- Support the oversight of property services, including cleaning, maintenance, security and minor works.
- Coordinate building maintenance projects with contractors and managing agents, minimising disruption.
- Manage the offsite transcription and document production contract, maintaining confidentiality and service standards.
People leadership
- Lead and develop a high-performing, multi-skilled team.
- Oversee recruitment, training and performance management for direct reports.
- Provide regular feedback, coaching and development opportunities.
Financial and supplier management
- Support workplace services budget management and identify opportunities to improve value and service.
- Assist with supplier tendering, benchmarking and contract negotiations.
- Monitor service usage, spend and performance, using the findings to inform decisions.
Projects and collaboration
- Contribute to office moves, refurbishments and the introduction of new workplace technologies or service models.
- Support firm-wide work on sustainability, employee wellbeing and workplace culture.
- Work closely with the Head of Front of House & Workplace Services, the Director of IT, Property & Facilities, and other business support teams to deliver joined-up solutions.
Health, safety and compliance
- Lead the firm’s Health & Safety programme across its offices.
- Develop and review policies, risk assessments, safe systems of work and emergency procedures.
- Coordinate the Health & Safety Committee and promote a positive safety culture.
- Manage fire safety, incident reporting, DSE assessments, compliance audits and corrective actions.
Skills and experience
- Experience leading workplace, facilities or operational services, ideally within a law firm or other professional services environment.
- A proven record of managing in-house teams and outsourced providers to deliver high-quality, client-focused services.
- Experience managing supplier contracts and relationships, including offsite transcription or document production.
- Strong organisational skills and the ability to manage competing priorities and projects.
- Knowledge of health and safety, compliance and business continuity best practice.
- Excellent communication and relationship-building skills, with the confidence to influence at all levels.
- In-depth health and safety experience and a relevant qualification, such as IOSH or NEBOSH.
- Experience with workplace technology platforms and digital solutions.
- Experience supporting office moves or workplace transformation projects.
- A relevant professional qualification, such as IWFM.
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