Workplace Services Manager

London, UK Owen Reed Ltd

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

Essential

• 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.

Desirable

• Experience with workplace technology platforms and digital solutions.

• Experience supporting office moves or workplace transformation projects.

• A relevant professional qualification, such as IWFM.