Global Service Owner - Facility Management Hospitality Services

  • Location:
    RTP, North Carolina, US
  • Area of Interest
  • Job Type
  • Technology Interest
  • Job Id

What You’ll Do

In this position you will have the following roles and responsibilities:

·        Provides thought leadership and champions a global view of Food, Beverage and Employee Convenience strategies within the function

·        Accountable for service excellence on a global scale through the enablement and governance of outsourced and/or contracted service providers

·        Develops best-in-class service offerings in partnership with outsourced service providers, with a focus on customer and employee experience & operational excellence  

·        Establishes global program to drive consistent service delivery while capitalizing on local market capabilities. Enabling future flexibility and bringing service levels to full maturity

·        Develops consistent, scalable and sustainable processes across area of responsibility and takes ownership for driving through to theatre operations

·        Evangelist for continuously evolving service offerings to create a positive vibe within Cisco’s corporate offices. 

·        Solves highly-complex problems and is able to identify viable and innovative options, and uses analytical skills and judgment to recommend appropriate solutions

·        Integrates feedback from clients, leadership and service providers into program recommendations

·        Serves as a global point of contact and leads/manages multiple projects requiring cross-team and external collaboration

·        Accountable for global service outcomes including financial oversight and service performance management through metrics and benchmarks

·        Acts as the Escalation point for Hospitality Services

·        Promotes regional/global standardization of related technology solutions and data integrity

·        Participates in the analysis of operational processes, assists in establishing escalation procedures, and identifies opportunities for service ownership improvements

·        Typically interacts with high-level Individual Contributors/Managers and serves as a key contact point with Cisco internal and Service Provider leadership


Who You’ll Work With

The vision of Cisco’s corporate real estate organization, Workplace Resources (WPR), is to transform the workplace experience for Cisco’s workforce across a global property portfolio.


The Global Service Owner (GSO) for Hospitality Services is a critical leadership role within WPR’s Global Delivery Operations (GDO) team. The position reports directly to the WPR Global Facility Services Manager.


Who You Are

You will have the following qualifications and experience:

·        Technical expert in facilities ‘hospitality’ services

·        A passion for service excellence and ability to put theory into action

·        Ability to translate services into employee messaging with passion and dynamism

·        Advanced knowledge of project/program management methodologies

·        Leads others to solve complex problems; uses sophisticated analytical thought to exercise judgment and identify appropriate solutions; service and support/solution skills

·        Awareness of global market-based discipline practices, regulatory constraints and cultural affairs

·        Proven success in the execution of diverse efforts within the discipline in both domestic and global markets

·        Awareness of global market cultures & industry capabilities

·        Promotes and participates in continuous improvement processes


Desired Skills & Qualifications

·        Typically requires BA/BS degree with 10-15 years of related experience in hospitality or food services industry within a corporate environment

·        Professional membership of a Facilities Management institution such as IFMA or Corenet

·        Program management, sound business acumen and advanced analytical skills essential

·        Experience in designing, promoting and enhancing facilities management services within a corporate office environment

·        Demonstrable experience with development and maturity of Voice of the Customer programs


Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.