Job Context

International Workplace Group (IWG) is the market leader in the flexible workspace revolution (www.iwgplc.com). Our brands including Regus (www.regus.com) and Spaces (www.spacesworks.com) are famous for being the standard in office, technology and collaboration space. We are growing fast but have to grow faster! We have more than 3,500 business centres in over 120 countries and serve 2.5million customers daily. 

Two years ago, we launched a Global Innovation Centre in Barcelona to add to our portfolio of Tech labs around the world. We are an extremely entrepreneurial business and seeking out intelligent energetic, smart, self-motivated and eager-to-learn individuals that want to be part of a global revolution to build flexible workspaces, Artificial Intelligence, Office IoT, Big Data and Cloud Solutions.

As a Service Manager, you will be responsible for scoping all projects, identifying resources and vendors to deliver, obtaining budget approval, and having a clear project plan to deliver against.  

Day-to-day systems changes are delivered by the application owner, however ensuring efficient delivery across all projects, and communicating of deadlines to all departments is the responsibility of the project/program manager.

The core systems used within Centre Technology include solutions such as access management platform, centre security, IoT or Printing cloud-managed platforms. 

Role and responsibilities

• Service owner for Centre Technology services listed above but not limited to those in the list.
• Understanding the overall business case and business service proposition to our customers, as well as a complete understanding of the business benefits to the IWG organization and ensuring that these customer and business benefits are delivered on together with the application owner.
• Full understanding of the current operation of the service from a technical and process perspective and ensuring alignment with the service delivery and SLA contracts with service providers.
• Define and monitor business and technical KPI’s for service performance
• Work closely with IT Helpdesk
• Single point of contact for IT Helpdesk for escalations with vendors that are not being responded to within reasonable timeframes
• Work closely with service provider
• Establish and monitor SLA’s with service providers
• Liaison to ensure technical escalations are followed
• Participate in service contract reviews and propose improvement areas
• Keeping a track record of all service delivery failures from the service provider and ensuring appropriate recourse back to the service provider is taken in line with contractual terms (including remediation actions, escalations, service credits, and liability-related issues)

Skills and Training:

• Minimum qualification: Engineering or BSc Degree (TIC, industrial, etc.).

• Experience in IT service delivery or service management roles.

• Good negotiation, communication and presentation skills.
• Exposure and working level knowledge of working with and interfacing to global delivery teams.
• Excellent English communication and executive level presentation skills.
• Proven ability to develop strong relationships with stakeholders both internally and externally
• Good commercial understanding of how to minimize costs/effort whilst delivering risk acceptable and robust solutions.
• Organized and analytical mindset.

Cultural fit

• Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create a path to achieve it.
• Deep understanding of technical architecture for complex and highly scalable services.
• Ability to quickly absorb technical concepts and effectively simplify and communicate them to a non-technical audience.
• Thrive in an entrepreneurial ‘tech-start-up’ team culture
• Experience of working in a global and multi-cultural environment and have appetite for fast-paced organizations with global delivery / reach
• Dynamic working approach, ‘agile’ rapid delivery approach to planning projects, and the ability to think innovatively to solve problems
• Can demonstrate initiative and ownership of issues through to resolution / completion
• Good business judgment, a comfortable, open communication style, and a willingness and ability to work with customers and teams.