Job Description

Centre delivery helpdesk

About the company

IWG has been at the forefront of the flexible workspace revolution for more than 30 years. We have made it possible for organisations and individuals everywhere to take a new approach to the traditional working day. We have over 3,400 locations across over 110 countries allowing millions of people every day to have a great day at work. Our customers are start-ups, small and medium-sized enterprises, and large multinationals. With unique business goals, people and aspirations. They want workspaces and communities to match their needs. We provide them with choice through our portfolio of brands, covering serviced offices (Regus, Spaces, HQ, Signature and No18), commercial real estate brokerage and managed office solutions. Join us at www.iwgplc.com Job Purpose The centre delivery helpdesk is responsible for assisting the centre delivery manager in all tasks relating to the fit-out and operations of a centre. Whilst the centre delivery managers are based in specific countries based on centre openings, the centre delivery helpdesk is a shared service function based on Manila, Philippines, which supports on end-to-end administrative. This role is specific to supporting centre delivery managers in the APAC region. The role can be split into the following areas:

• Project set-up

• Project planning

• Project costing

• Project coordination

• Project closure

• Project support

Key Responsibilities : 1. Project set-up

• Assess the Project request form when submitted by the development director against the information required, and accept or reject, as appropriate
• If the project request form does not have the sufficient information, provide the list of required information to the development director for re-submission (e.g. centre location is missing)
• Assess the type of project against pre-defined project types and determine the level of support required
• Ensure the information input into the project request form has flowed through to the project tracking SharePoint correctly
• Create a project folder on the global projects sharepoint, with all pre-determined filing structure
• Provide the project details to the regional lead, who assigns a centre delivery manager to the project, based on the location and type of project and capacity of the centre delivery manager
• Collate a weekly list of all accepted projects (download from the Sharepoint) to provide to the regional lead, with assigned project managers
• When a deal has been signed/commercial terms are agreed, grant partner/landlords access to the IWG supplier library with all relevant information
• Support the centre delivery manager to upload all project documentation into the sharepoint (e.g. management agreement, NDA, costing tool, IC approval confirmation)

2. Project planning

• Based on the requirements of the project request form, ensure that the floorplan has been completed by the space planning team within the agreed SLA times
• Attend calls with the centre delivery manager to collate feedback from relevant stakeholders to provide to the space planning team for floorplan revisions
• Collate the floorplan approvals within the relevant project folder

3. Project costing

• If the project requires a site visit, support the centre delivery manager in organising a site visit to the site through contacting the pre-approved suppliers
• Supporting the centre delivery manager in the completion of the PO pack, using the nominated supplier costs and costs determined by the Schedule 3 (used by the general contractor)
• Support the centre delivery manager to upload all project documentation into the sharepoint (e.g. PO pack approval)
• Liaising with the central finance team on queries relating to the project costs and PO pack

4. Project coordination

• Support the centre delivery manager in coordinating the relevant internal and external stakeholders in all stages of a project – e.g. legal, finance, HR, development, as per the defined policy and process, to complete the necessary steps to open a centre

5. Project closure

• Complete the final accounts alongside the finance team, to compare actual costs vs the budget (PO pack), using the final invoices received
• Ensure all required project documentation is uploaded into the system (e.g. final warranties, floorplan, manuals, etc)
• Attend the final project review with the project team and document findings and upload meeting minutes onto the Sharepoint

6. Project support

• Provide support to the centre delivery manager, as required, to deliver the fit-out of centres
• Provide support to the centre delivery manager, as required, to deliver operational changes to specific countries and centres
• Provide support to third parties (e.g. partners) in accessing IWG documentation
• Monitoring the helpdesk mailbox and using the FAQ sheet to answer questions, as appropriate, or assigning a centre delivery manager to the query

Experience / required skills:

• 3+ experience in support role
• Experience in creating and leading a team
• Complete working knowledge of MS Office
• Experience in SharePoint
• Excellent communication skills
• Fluent knowledge of the English language; knowledge of another language is considered a plus
• Energy, courage and sharp thinking
• Self-starter
• Able to execute against a set process, policy and framework.