Workplace Services Site Lead

ServiceNow•Boston, MA

2d•Onsite

About The Position

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. 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. 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.

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

Responsibilities

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
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
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.
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
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
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