About the Role
As a Workplace Services Supervisor, you'll be at the heart of how our EMEA region delivers exceptional workplace experiences. You'll own the regional ticketing operations within our service management platform, serving as the critical link between EMEA and our global technology team, and partner closely with our Integrated Facilities Management (IFM) provider to drive seamless, SLA-compliant service delivery. This is a role for someone who thrives on data-driven problem solving, champions continuous improvement, and loves working at the intersection of people, process, and technology.
Your Team
You'll report directly to the Director, Workplace Services, sitting within the broader Real Estate & Workplace Services (REWS) organization. You'll work closely with regional field teams, the global technology group, and our IFM partner — collaborating across time zones and functions to deliver outstanding workplace experiences for Salesforce employees across EMEA.
What You'll Do
- Own and oversee EMEA ticketing operations — ensuring efficient handling, smart prioritization, and timely, SLA-compliant resolution within our service management platform
- Partner closely with our IFM provider to drive accountability, seamless collaboration, and consistent service performance
- As regional Subject Matter Expert (SME) serve as the primary liaison between EMEA and the global technology team, for any bug fixes and tool enhancements
- Provide in-region troubleshooting and escalation support for complex or critical issues, ensuring minimal disruption to our employees and workplaces
- Produce Training material and lead training on new tool enhancements and releases, driving smooth adoption across regional teams
- Ensure quality assurance and compliance in ticket handling, including:
- Monitoring and analyzing SLA performance across the region
- Identifying trends, gaps, and risks through data analysis
- Driving corrective actions to improve service delivery and SLA adherence
- Maintaining data accuracy for reliable reporting and dashboards
- Coordinate field services taskforce activities, ensuring tight alignment between systems, processes, and on-the-ground execution
- Support the delivery of global & regional Centre of Excellence (CoE) programs — contributing to standardisation initiatives, knowledge sharing, and continuous improvement workstreams
- Champion a culture of safety across the EMEA portfolio — supporting regional H&S protocols and contractor access processes
- Leverage data analysis to surface operational insights — tracking performance trends, identifying service gaps, and translating findings into clear, actionable recommendations that drive smarter decision-making across the region
What We're Looking For
- Experience in workplace services, facilities management, or service operations
- Passion for technology with ticketing and service management tools (e.g.,Fieldservices, Corrigo or equivalent platforms)
- Hands-on experience with CMMS platforms — managing asset data, work order workflows, and maintenance records to support accurate reporting and compliance
- Strong analytical skills with experience handling operational data — comfortable working across reporting tools, dashboards, and service management platforms
- Proven ability to collaborate across regional and global stakeholder groups
- Hands-on experience with system implementations, UAT, and continuous improvement
- Strong communication, stakeholder management, and influencing skills
- Familiarity with AI-powered tools and workflow automation, with an appetite for applying emerging technology to improve service operations and reporting efficiency
- Experience with health & safety compliance in a facilities or IFM environment, including contractor management, risk assessment, and safe systems of work is a plus
How We'll Know You're Succeeding
- High SLA compliance and continuous improvement in service performance
- Efficient and consistent ticket handling across the EMEA region
- Strong data quality enabling reliable reporting and meaningful insights
- Effective, trust-based collaboration with our IFM partner and field services teams
- EMEA operations tightly aligned with global technology initiatives
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