AddressTerritory Technology, Manager | Service Delivery - International | London - United Kingdom
About Us
At WeWork, we provide inspiring and flexible workplace solutions to help businesses - small, medium or large - thrive in more than 150 cities globally. The future of work is happening right now, and we are leading this moment. United by a common purpose, here we will empower tomorrow’s world at work. Join us on our journey as we give our members the freedom and support to push boundaries in their industries, and work to redefine our own.
About The Opportunity
We are looking for a Territory Technology Manager – UK, Ireland & Emerging Markets
to own the service delivery & support of WeWork IT & AV infrastructure. In this role, you will:
Manage the service delivery and Tier 3 support of Technology Infrastructure (including IT, AV, Telephony & Print) and WeWork-provided services to our members. The ideal candidate will use their knowledge and skills to diagnose issues and design, plan or implement a resolution in a timely and appropriate manner.
Be the single point of contact regarding all WeWork Technology escalations for the General Manager and Territory team. This will include responding to escalations, coordinating resources, and follow-up through to resolution
Manage a team of support leads and our technology vendors to ensure best-in-class support and service, including ensuring compliance of KPI’s, SLAs and other performance measures. Manage, troubleshoot and respond to support requests as/when needed alongside your team.
Accountable for the Technology related Opex Costs and Revenue (from sold Technical Services), Member Technology-related NPS, and the management and administration of technical services and assets/service acceptance for each building in the Territory
Responsible for evaluating staffing levels and partnering with HR and leadership on recruitment
Responsible for managing all Technology break-fix activities and ensuring resolution in agreed SLAs. Seek to exceed Member expectations in the delivery of the core technology components of our Memberships.
Work with vendors to conduct Planned Preventative Maintenance Activities to proactively identify and resolve Technology issues
Manage and engage third party vendors for operational projects and approved installs/removals
Coordinate and partner with our Service Desk, NOC and Network Engineering teams for troubleshooting and resolution of LAN & Wireless Network issues
Educate and assess capabilities related to IT troubleshooting practices for the location-based Community Teams to ensure they can provide level one technical support to the Members
Coordinate and partner with leadership on continuous improvement - Use existing, emerging, and innovative technologies to enhance the Member Experience and improve/streamline technology services processes
Proactively ensure that issues with in-building technology are anticipated and resolved before they happen. These can be mitigated by identifying trends in ticket data, member experience surveys, and identifying chronic or recurring IT issues. Partner with other internal teams and follow through to resolution and direct internal escalations as required
Support mission-critical infrastructure for Corporate employee locations and partner directly with internal and external teams for expedited resolution
Ability to be on-site and travel between multiple sites within your territory as needed; this is not a remote/WFH position. Occasional overnight travel between markets may be required
A large part of your day to day duties will be to work closely and cross-functionally with multiple disciplines to solve technical issues and provide solutions.
A fundamental part of the role will be to ensure that Members issues are, where possible, anticipated and resolved before they happen. Evaluate and educate the Members on IT practices that improve their working efficiency while at WeWork.
About You
A Bachelor's degree in a relevant technical field or an associate degree and 6+ years of technical experience preferred (support, field work, CCNA, etc.) with a demonstrable understanding of Networking
Prior experience (2+ years) managing engineers/technicians in a support capacity
Ability to use discretion and judgment in evaluating problems and creating solutions for Members
Ability to build positive relationships with our Members and employees by using your specialised capabilities to ensure a positive outcome including fostering teamwork and collaboration within your direct team and internal/external stakeholders
Demonstrate excellent customer service skills including empathy, diplomacy, and problem ownership
Ability to effectively communicate technical information, both verbal and written, to a wide range of end-users, including non-technical users
Alongside good technical skills, the ideal candidate will be a proactive self-starter with the ability to work autonomously as well as collaboratively
Advanced knowledge of the operation of Microsoft and Apple based business applications and operating systems
Familiarity with networking principles, architecture and basic support, i.e. Cable testing, ping tests, traceroutes, and operating system specific network configuration
IT Management certifications (a plus): ITIL, ITSM
Technical certifications (a plus): CompTIA A+, Network+, CCNA, CCNP, Microsoft/Mac certifications or equivalent
Life At WeWork
Being a WeWorker is more than just a job. We believe the magic of work is sparked by the passion you bring, the places you go, the people you meet and the purpose you follow. And it starts here. Here you will brush shoulders with those who dare to dream and do. Here you will be welcomed by a diverse community that embraces and inspires you—because together we can achieve more. Here we challenge ideas, and explore new ways of getting things done. Whether you are part of our Employee Community Groups, or part of a global project, we ask you to bring your open-minded attitude and collaborative spirit. In return, you will be part of a team where your unique perspectives are celebrated.
WeWork is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon gender, sexual orientation, marital or civil status, pregnancy (or pregnancy-related conditions), gender identity or expression, transgender status or gender reassignment, race, color, national origin or ancestry, citizenship, religion or religious beliefs, age, physical or mental disability, genetic information (including genetic testing and characteristics), military or veteran status, or any other grounds or characteristic that is protected under the law.
