Office Team Lead

Location: London, The Shard (with weekly Milton Keynes visits) Working Hours: 37 hours per week between 07:00–19:00 Reporting to: Workplace Regional Manager About the role: An incredible opportunity to take charge of workplace operations in one of the UK’s most iconic buildings – The Shard – while supporting our wider regional team. The role demands a confident, resilient, and high-energy professional with a strong background in professional services. Someone who loves leading diverse teams, driving service excellence, and shaping an outstanding workplace experience. To lead the Workplace and Document Services functions ensuring that the services provided are of a high quality in terms of effectiveness, efficiency and best value and in the provision of an appropriate and professional service to within agreed service levels across the specified locations. Ensure an appropriate and professional service; providing a safe, comfortable and operational working environment for our people, visitors and clients, A leader and someone who takes accountability and encourages this in others a finisher/completer, this role is an advocate for development across the wider team, leading by example and supporting managers in translating strategic plans into successful operational outcomes. Coaching and directing as needed and communicating clearly and often, it acts as, an agent for change, making; the workplace a great place to be, putting our people at the centre to deliver the best processes in the right place at the right time. What you will be doing: Customer & Workplace Experience * Build strong relationships across the business to understand needs and deliver an exceptional, professional service. * Ensure all requests, enquiries, and workspace standards are delivered to high service levels. * Liaising with Internal events team to support all managed and non-managed events at locations of responsibility. * Maintain excellent housekeeping and a welcoming, high-quality environment for all building users. * Oversee visitor management processes, ensuring compliance and exceptional first impressions. * Supporting appropriate objectives and strategies with the Regional Workplace Managers to deliver an outstanding service Service Delivery & Contract Management * Lead day-to-day operational delivery across Workplace services, including reception, meeting suites, catering, cleaning, vending, and document services – liaising with The Shard onsite teams for any building/service-related matters. * Manage and review SLAs, drive continuous improvement, and ensure value for money. * Oversee contractor performance, reporting, and relationship management. * Supervise external contractors and building management teams as required. Budget & Project Management * Own OPEX and CAPEX budgets, ensuring accurate forecasting and tight cost control. * Lead and support operational projects, ensuring timely and on-budget delivery. Business Continuity & Compliance * Maintain and update Business Continuity information. * Support emergency planning and incident recovery.Ensure health & safety compliance, including contractor management, risk assessments, and statutory requirements. * Act as Fire Warden and First Aid lead where required. Workplace & Document Services * Oversee reception, meeting suites, security, catering, cleaning, vending, and post/print/reprographics services. * Support document production, digital mailroom, scanning, electronic bundles, and paper-lite initiatives. * Manage meeting room and car park bookings within relevant systems, ensuring SLA compliance. Space Planning * Partner with senior leaders on accommodation planning and office moves. * Coordinate reorganisations and space changes with internal teams and external contractors. * Emergency Procedures * Maintain fire safety systems and lead emergency evacuation processes. * Manage out-of-hours on‑call response. Leadership & People Management * Lead, motivate, and develop a multi-disciplinary Workplace team. * Set clear objectives, drive performance, and build a collaborative, empowered culture. * Role model our IOS values and SEATA ethos. Health & Safety * To ensure that the office complies with statutory regulations, inspections, Codes of Practice, COSHH and relevant Health & Safety legislation and policies, including undertaking Risk Assessments. Responsible for taking all action necessary to minimise the risk to colleagues. * To ensure that works carried out by Contractors/Suppliers comply with all relevant statutory regulations, Codes of Practice, COSHH, CDM, relevant Health & Safety legislation and Ampa policies regarding Health & Safety. * Responsible for the issue of ‘Permits to work’, where applicable, and for ensuring that Risk Assessments and Method Statements are provided by Contractors/Suppliers before any works commence in the office. * Responsible for ensuring that the Building File, Health & Safety File and Health & Safety documentation are kept fully up to date. * Designated site First Aider & Fire Marshall (training provided) Additional Duties * Ensure refreshment areas and collaborative spaces are stocked, clean, and presentable. * Organise and serve catering and refreshments for meetings and events. * Support IT setup for meetings (MS Teams or other technical requirements). * Assist with internal and external events delivery. * Manage incoming/outgoing mail, couriers, and offsite storage processes. * Prepare for new starters and leavers with lockers, keys, and access control. * Ensure environmental policy implementation and recycling compliance. * Maintain notice boards and office information to ensure relevance and accuracy What you will need: * 5+ years’ experience managing Workplace/Facilities operations in a professional services environment. * Strong leadership experience across multi‑site operations. * High‑level understanding of statutory and compliance requirements. * Proven background managing front‑of‑house teams and high‑volume workplace operations. * Excellent communication skills, with resilience and confidence in handling complex situations. * Strong budgeting, troubleshooting, and contractor‑management experience. * Proficiency across Microsoft 365, Teams, and workplace technologies. * Hands‑on mindset with the ability to thrive in a fast‑paced environment. * Experience delivering process improvements and operational efficiencies. * Experience delivering change and projects in professional services.Working knowledge of ESG, ISO9001, ISO27001, BS10008. * Understanding of systems such as Condeco, iManage, Uniflow, Paper River, or Fiery. Key competencies you will need * Energetic, driven, and excited by the challenge of leading in a high‑profile location. * Organised, composed, and able to juggle competing priorities. * A compelling leader who brings people with them. * A collaborative partner who thrives in an agile, empowered environment. * Someone who loves improving experiences, processes, and outcomes. Benefits, Agile Working and Additional information We embrace agile working and offer a blended approach to where and how we work. We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it. We have the following hubs across the UK: Birmingham, Bristol, Edinburgh, Leeds, Leicester, Lincoln, London, Milton Keynes, Nottingham, Sheffield, Solihull, Stratford upon Avon and in the South East; Brighton, Chichester, Crawley, East Grinstead, Eastbourne, Lewes, Peacehaven, Seaford, Storrington, Southampton & Tunbridge Wells. ------------------------------------------------------------------- Equal opportunities Ampa Group is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs. #J-18808-Ljbffr