Global Lead, Soft Services & Experiences

Roche; Basel; On-site; GBP 163,000 - 272,000; Full time

Job summary

Roche is seeking a senior leader to drive global facility management and workplace experience across its multi-site footprint. The role focuses on setting enterprise standards, SLAs, and playbooks to deliver consistent, high-quality end-user experiences in owned and leased assets worldwide.

The ideal candidate has MSc-level education in a related field and 8+ years leading global FM, with a track record in soft services, workplace strategies, and enterprise-wide governance.

Qualifications

• University-level education (MSc or higher) in Facility Management, Business Administration, or related field.
• 8+ years of leadership in global Facility Management roles, with 5+ years in FM soft services and workplace experience strategies.

Responsibilities

• Establish, govern, and refine enterprise-wide soft service specs, SLAs, and playbooks for site adoption.
• Develop global workplace experience guidelines and align standards with hybrid work and data analytics.
• Collaborate with Global Procurement during major IFM sourcing initiatives and define evaluation criteria.

Skills

Leadership

Stakeholder management

Change management

Coaching

Education

MSc in Facility Management or related field

Job description

As a member of the Global Facility Management & Service team, you will be part of a dynamic group dedicated to driving strategic excellence and innovation across the organization's global footprint. This team focuses on creating safe, sustainable, user-centric, and future-fit environments, serving as a critical partner to business growth, workforce transformation, and corporate ESG imperatives across the entire Sites Network. In this pivotal role, you will serve as a strategic leader and enterprise subject matter expert responsible for defining and driving the global soft services, workplace experience, and site hospitality strategies. Operating in a non-operational, standard-setting capacity, you will establish enterprise service specifications, outcome-based SLAs, and workplace experience playbooks to steer operational excellence, drive service performance, and ensure consistent, high-quality end-user experiences across both owned and leased property assets worldwide.

The Opportunity

• Establish, govern, and continuously refine enterprise-wide soft service specifications, quality thresholds, outcome-based SLAs, standardized Scope-of-Work (SOW) modules, standard operating guidelines, and playbooks for local site and procurement adoption.
• Develop global workplace experience guidelines, customer-facing service standards, and align soft service standards with hybrid work models, digital workplace tools, and utilization data analytics.
• Partner with the Operation & Partnering team and Global Procurement during major IFM sourcing initiatives by defining technical scope requirements, evaluation criteria, and performance benchmarks.
• Develop and execute comprehensive communication and training plans to ensure successful adoption, execution, and sustained adherence to new global standards.
• Perform regular internal and external benchmarking against market best practices and embed environmental guardrails directly into soft service delivery.
• Actively engage with global leadership groups, subject matter expert communities, and relevant global functions, while acting as a trusted advisor to site leadership through coaching, peer reviews, and guidance.
• Coach high-performing teams to deliver collective value, role model leadership commitments, and present with integrity to influence senior decision-making across a matrixed, multicultural environment.
• University-level education (MSc, equivalent or higher) in Facility Management, Business Administration, or a related field, with recognized industry certifications considered advantageous.
• 8+ years of leadership experience in global Facility Management roles (ideally in life sciences or similarly regulated multi-site industries), including 5+ years focused on FM soft services, workplace experience strategies, non-operational standards, and outcome-based SLAs/IFM contract frameworks.
• Deep technical knowledge across the full spectrum of Facility Management, with proven success defining soft service specifications, SLA structures, and vendor evaluation criteria in global/regional IFM RFP processes.
• Demonstrated ability to lead globally distributed teams, drive significant change management initiatives, translate technical concepts into implementable strategies, and influence senior stakeholders across a matrixed enterprise.
• Strong collaborative impact with a track record of coaching senior audiences, embodying Collective Leadership and Operating Principles, and possessing a solid understanding of facility management technologies.

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Basel. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact. Let's build a healthier future, together.

Roche is an Equal Opportunity Employer.