Office Services Manager

Cushman & Wakefield•Pleasanton, CA

1d•Onsite

About The Position

The Office Services Manager is responsible for delivering a high-quality, client-focused workplace experience by overseeing office services operations while serving as a trusted partner to client contacts and internal stakeholders. This role acts as a key point of connection between the client, on-site teams, and C&W Services support functions, ensuring service excellence, alignment with contractual commitments, and continuous improvement.

Requirements

Bachelor’s degree or equivalent combination of education and experience.
5+ years of experience in office services, facilities support, or workplace operations, preferably in a client-facing or outsourced services environment.
Demonstrated experience managing client relationships and stakeholder expectations.
Proven ability to lead teams and influence without authority across functional groups.

Nice To Haves

Client Relationship Management
Stakeholder Communication & Influence
Service Delivery & Operational Excellence
Problem Solving & Continuous Improvement
Team Leadership & Development
Data-Driven Decision Making

Responsibilities

Serve as the primary day-to-day point of contact for assigned client representatives related to office services delivery.
Build and maintain strong, professional relationships with client stakeholders through regular communication, service reviews, and issue resolution.
Proactively identify client needs, anticipate concerns, and deliver solutions that enhance the overall workplace experience.
Ensure services are delivered in accordance with client expectations, SLAs, KPIs, and contractual agreements.
Represent C&W Services as a client advocate, escalating risks or opportunities as appropriate and ensuring timely follow-through.
Manage daily operations of office services (e.g., mailroom, reception, conference services, reprographics, office supplies, hospitality, etc.), ensuring consistent quality and efficiency.
Develop, implement, and maintain standard operating procedures aligned with client requirements and C&W Services standards.
Monitor service performance metrics and use data to drive continuous improvement and cost efficiency.
Lead initiatives that improve process effectiveness, service delivery, and employee and client satisfaction.
Partner closely with internal C&W Services teams (Facilities, IFM, HR, Finance, Procurement, EHS, and TA as applicable) to ensure seamless service delivery.
Collaborate with account leadership to support strategic account objectives, client engagement initiatives, and reporting needs.
Effectively communicate operational updates, risks, and performance results to internal stakeholders and leadership.
Support onboarding, training, and development of on-site team members in partnership with HR and Talent functions.
Provide direct leadership to office services staff, including coaching, performance management, scheduling, and engagement.
Foster a customer-first culture, emphasizing accountability, service excellence, and professionalism.
Ensure team members understand client expectations and how their roles impact the broader client relationship.
Support budget management, expense control, and vendor oversight related to office services.
Ensure compliance with C&W Services policies, client guidelines, and safety standards.