Associate Hospitality Services Contract Manager - based in Luxembourg

European Investment Bank (EIB); Madrid; Presencial; EUR 80.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Relocation support

Descripción de la vacante

European Investment Bank (EIB) seeks an Associate Hospitality Services Contract Manager for its headquarters in Luxembourg. The role focuses on coordinating outsourced facilities management contracts, including catering, cleaning, and service desks, to deliver high-quality services across EIB Group buildings.

You will report to the Head of Hospitality Services Unit, collaborate with CRE staff, and engage with senior stakeholders and external providers to ensure best value and sustainability

Formación

• University degree or equivalent in a relevant field.
• Experience in facilities management or hospitality services.
• Proven contract management experience with KPIs and outsourced services.
• Strong negotiation and interpersonal skills.

Responsabilidades

• Coordinate and monitor outsourced facilities management contracts (catering, cleaning, waste, reception, service desk).
• Maintain service quality, cost-effectiveness, and timely delivery across EIB Group buildings in Luxembourg.
• Analyze tickets, KPIs, response times, and SLA compliance; drive continuous improvement.
• Ensure contract compliance and implement governance, data quality, and training improvements.

Conocimientos

Negotiation skills

Communication

Customer focus

Stakeholder management

Educación

Bachelor's degree

Herramientas

Archibus

Descripción del empleo

Associate Hospitality Services Contract Manager - based in Luxembourg. This position is based at our Luxembourg headquarters and requires regular office presence. The EIB offers you the opportunity to live and work in a truly international and multi-cultural environment. We also offer relocation support. The EIB, the European Union's bank, is seeking to recruit for its Chief Financial Controller Directorate (CFC), Corporate Real Estate Department (CRE), Facilities Management Division (FM), Hospitality Services Unit (HS) at its headquarters in Luxembourg, an Associate Hospitality Services Contract Manager*.

This is a full-time temporary position at grade 4.

The term of this contract will be 4 years.

• internal benchmark Associate Officer Facilities Management

Panel interviews are anticipated for October/November.

Purpose

You will coordinate and monitor the execution of outsourced Facilities Management service contracts (including catering, cleaning, waste management, reception, senior management support and service desk) for EIB Group buildings in Luxembourg in order to provide reliable, high quality and cost-effective facility services that contribute to make the EIBG the best place to work.

Operating Network

You will report to the Head of Hospitality Services Unit and work in close collaboration with CRE staff.

The post requires a high level of interaction with all EIB agents, including senior stakeholders, and external partners/providers. It requires strong negotiation skills, customer focus along with diplomacy and excellent interpersonal/communication skills at all levels.

Accountabilities

• Implement operating procedures and processes for the assigned service contracts and contribute to initiatives and projects relevant to your scope, ensuring compliance with the relevant procedures, policies and following best practices to provide an optimal customer experience for all EIB Group employees and guests as well as best value for money.
• Provide operational input, in coordination with other service managers, to hospitality service requirements within CRE construction and refurbishment programmes (including North Building and West Campus), ensuring service readiness, operational continuity and effective integration throughout building openings, closures and transitions.
• Monitor FM Service Desk ticketing activity (MyRequests/Archibus), analyse ticketing KPIs, including volumes, response times, SLA compliance, recurrence patterns, and customer feedback, and propose and implement actions for continuous improvement.
• Support the coordination and evaluation of operational quality controls for catering and cleaning services ensuring consistent service standards across buildings and driving corrective or preventive actions with service providers where required.
• Monitor contractual compliance of outsourced service providers, including ticket handling, service execution and performance reporting, and contribute to improvement initiatives (e.g. process standardisation, data quality, governance tools and training materials) to increase efficiency, reliability and transparency.
• Support the integration of sustainability, climate action and environmental objectives into the management of hospitality services contracts, translating EIB Group commitments into concrete operational requirements, performance indicators and improvement actions with service providers.
• Coordinate external service providers and actively contribute to effective teamwork and collaboration within the Unit and other services to ensure efficient delivery of the service contracts.
• Contribute to monitoring costs and service provider performance; follow-up on KPIs for services, measure performance against targets and continuously improve and manage the quality and cost of the services.
• Proactively and continuously assess contractual performance to obtain best value for money throughout the contract life cycle and establish relevant actions or processes for improvements.

Qualifications

• A University degree (minimum an equivalent to a Bachelor) preferably in a relevant field (Facilities Management, Engineering, Architecture, Hospitality Management, Business Administration or similar).
• At least 3 years’ relevant professional experience, ideally in facilities management with an emphasis on hospitality services. Proven experience in contract management based on performance/outcomes, management of outsourced services and project management.
• Very good knowledge of facilities management and/or outsourced services management, preferably in hospitality services (catering, cleaning, waste management, reception services and service desk).
• Very good knowledge in autonomous contract management, with application of KPIs.
• Proven ability to ensure a sound cost management of service contracts.
• Very good understanding of administrative procedures related to the management of service contracts and call for tenders in public institutions is an advantage.
• Experience in Service Desk management (staff request management, ticketing activity, work orders management) is an advantage.
• Knowledge of Archibus or similar integrated workplace management systems is a plus.
• Excellent knowledge of English and French. Knowledge of other EU languages would be an advantage.

Competencies

Find Out More About EIB Core Behavioural Skills Here

To find out more about our eligibility criteria click here

We hire and value talent with unique characteristics, creating a work environment where they can be themselves. We believe that Diversity, Equity and Inclusion makes us a performing and innovative organisation. We encourage all suitably qualified and eligible candidates to apply regardless of their gender identity/expression, age, racial, ethnic and cultural background, religion and beliefs, sexual orientation, disability or neurodiversity.

If you require reasonable accommodation during the recruitment process due to a disability, neurodivergence, or a chronic health condition, please contact the EIB Recruitment team [e-mail] who will manage your request appropriately.

By applying for this position, you acknowledge the importance of maintaining the security and integrity of the Information of the EIB Group. In case of selection for the position, you agree to comply with all measures (policies, controls, document classification and management) implemented by the EIB Group to prevent unauthorised disclosure of any information or any damage to the EIB Group reputation.

Deadline for applications: 21st of September 2026