Global Lead, Soft Services & Experiences

Roche; Burgess Hill; On-site; GBP 173,000 - 245,000; Full time

Job summary

Roche, headquartered in Basel, seeks a senior leader to define and drive global facility management strategies across soft services, workplace experience, and site hospitality. You will set enterprise standards, SLAs, and playbooks for consistent, high-quality end-user experiences worldwide.

You will partner with Global Procurement and site leadership to align on scope, evaluation criteria, and performance benchmarks, while coaching globally distributed teams to sustain excellence in a matrixed,

Qualifications

• 8+ years of global Facility Management leadership experience.
• 5+ years focused on FM soft services, workplace experience strategies, non-operational standards, and SLAs/IFM contracts.
• Demonstrated ability to lead globally distributed teams and influence senior stakeholders.

Responsibilities

• Define, govern, and refine enterprise-wide soft service specifications and SLAs.
• Develop global workplace experience guidelines aligned with hybrid work models.
• Partner with Operations & Partnering and Global Procurement on IFM sourcing initiatives.
• Develop and execute communication and training plans for global standards adoption.
• Benchmark against market best practices and embed ESG guardrails into service delivery.
• Coach senior leaders and translate concepts to actionable strategies.

Skills

Leadership

FM strategy

Stakeholder management

Change management

Coaching

Education

MSc in Facility Management or related

Tools

FM software platforms

Job description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

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.

Who You Are

• 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.

Who we are

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.