SERVICE OPERATIONS LEAD

Job Summary

We are seeking a service focused and highly organized Service Operations Lead to support an Integrated Facilities Management (IFM) program for a premier R&D client in Cambridge. During the first year of site activation, this role will support and help execute the Hypercare program, transitioning into the AskFM program as the site moves to Business as Usual (BAU). The AskFM Lead acts as the central coordination point for field operations—supporting issue intake, workplace rounds, readiness checks, and customer interactions. While this position does not manage direct reports, the Lead provides day to day guidance and operational direction for AskFM Specialists who report into the Process Improvement Manager. The ideal candidate brings strong customer service acumen, operational discipline, and the ability to guide field execution in a fast paced, evolving environment.

Key Responsibilities

•    Serve as the front line operational lead for Hypercare and AskFM, ensuring consistent execution of daily workplace rounds, readiness checks, and customer service routines.
•    Coordinate service request intake and triage, ensuring accurate logging, prioritization, and routing through ServiceNow or other designated systems.
•    Provide day‑to‑day field guidance to AskFM Specialists (without direct supervisory authority), reinforcing SOPs, standards, and service expectations.
•    Conduct routine inspections across office, lab, and amenity spaces to verify cleanliness, readiness, signage, equipment access, and operational quality.
•    Support onboarding and training reinforcement for AskFM Specialists, ensuring consistent understanding of routes, expectations, and safety protocols.
•    Maintain and update field documentation such as route maps, checklists, readiness standards, and signage requirements.
•    Identify and escalate operational risks, service gaps, safety concerns, and recurring issues to the Process Improvement Manager.
•    Represent AskFM during daily operations huddles, cross‑functional discussions, Hypercare updates, and readiness walk‑throughs.
•    Support adoption of new tools, workflows, and checklists introduced during Hypercare and transition to BAU.
•    Model a high‑quality hospitality mindset, professionalism, and ownership of the occupant experience.

Qualifications

•    2–4 years of experience in workplace operations, facilities support, hospitality, logistics, or a similar service‑focused environment; life sciences or R&D experience preferred.
•    Experience serving as a lead, senior specialist, or role responsible for guiding daily operational execution (people management not required).
•    Strong customer service and communication skills with the ability to manage high‑volume interactions while maintaining professionalism.
•    Ability to follow and reinforce SOPs, structured workflows, and documented processes.
•    Experience with CMMS or service request platforms; ServiceNow strongly preferred.
•    Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment.
•    Basic understanding of safety expectations in office or lab settings preferred.