Facility Process & Transformation Lead

Basic Fit; Hoofddorp; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Travel allowance

Bike plan

Health insurance discounts

Remote work allowance

Pension plan (52% contribution)

Gym access at HQ

Job summary

Basic-Fit is seeking a Facility Process & Transformation Lead who translates strategic plans into concrete processes, builds and maintains the service catalogue, and collaborates with IT to implement workflow changes. The role also deploys AI agents to enhance service delivery and ensures asset data is collected for the new management system.

You will monitor processes, advise on improvements, and measure supplier performance against KPIs and SLAs, collaborating with franchise partners in a

Qualifications

• A relevant Bachelor/Master degree (HBO/WO), e.g. in Facility Management, Business Administration or similar.
• Proven experience in a facility role with process and/or project responsibility.
• Experience with ticketing/service management systems (e.g. Topdesk, ServiceNow, Planon) and setting up a service catalogue.
• Affinity with and experience in working with AI tools/agents (prompting, process automation).
• Knowledge of IFM models, preferably with experience in a multi-client environment.
• Experience with KPI/SLA management and supplier management, and data savvy: able to (co-)build and interpret reports and dashboards.

Responsibilities

• Translate strategic plans from the Facility Director into concrete, workable processes.
• Build and maintain the service catalogue within the Helpdesk system, so tickets reach the right supplier and input for the new ticket intake app.
• Build the workflows, escalation paths and categorisation in the ticketing system with IT; implement changes when processes or ways of working change.
• Deploy AI agents to make service delivery smarter and faster.
• Ensure data on assets in clubs is collected and delivered; involved in implementing the new asset management system.
• Monitor processes, flag issues, advise managers on improvements, and measure supplier performance against KPIs and SLAs.

Skills

Process mindset

Project responsibility

Stakeholder communication

Education

Bachelor/Master degree (HBO/WO) in Facility Management or similar

Tools

Topdesk

ServiceNow

Planon

AI tools/agents

Job description

As Facility Process & Transformation Lead, you build the bridge between facility vision, process and technology. You turn facility ideas into working processes — someone who is just as comfortable setting up a service catalogue in a ticketing system as briefing an AI agent, and who can also make the commercial IFM story land with franchise partners. This is not a management role: you steer on processes, quality and tooling, not on people. You are the link between the vision of the Facility Director and day-to-day practice.

This Is What Your Role Looks Like

• You translate strategic plans from the Facility Director into concrete, workable processes.
• You build and maintain the service catalogue within the Helpdesk system, so tickets automatically reach the right supplier – also key input for the new ticket intake app.
• You build the workflows, escalation paths and categorisation in the ticketing system together with IT, and implement changes whenever processes or ways of working change.
• You deploy AI agents to make service delivery smarter and faster.
• You make sure relevant data on the assets in clubs is properly collected and delivered, and are closely involved in the implementation of the new asset management system.
• You monitor processes, flag where things go wrong, advise managers on how to improve, and measure supplier performance against KPIs and SLAs.

Who Are You?

You have a facility background and understand how an organization really runs on the work floor. You think in processes, but you're also practical and action-oriented. You communicate easily with senior management, managers and suppliers alike – direct and to-the-point, but well-substantiated.

Additionally, we're looking for someone who is:

• A relevant Bachelor/Master degree (HBO/WO), e.g. in Facility Management, Business Administration or similar.
• Proven experience in a facility role with process and/or project responsibility.
• Experience with ticketing/service management systems (e.g. Topdesk, ServiceNow, Planon) and setting up a service catalogue.
• Affinity with and experience in working with AI tools/agents (prompting, process automation).
• Knowledge of IFM models, preferably with experience in a multi-client environment.
• Experience with KPI/SLA management and supplier management, and data savvy: able to (co-)build and interpret reports and dashboards.

What We Offer You

At Basic-Fit, it's not just about work, it's about your growth. As a Facility Process & Transformation Lead, you'll have the freedom to make an impact and develop yourself in a dynamic environment.

What you can expect from us:

• Learning & Development: Unlimited access to GoodHabitz and LinkedIn Learning.
• Career Growth: Plenty of opportunities for professional and personal development.
• Work Culture: An informal, international, and down-to-earth environment. We value working together, so we work 4 days in the office, 1 day from home.
• Innovation: Your ideas contribute to strategic projects.
• Perks & Benefits: Travel allowance, bike plan, health insurance discounts, remote work allowance, and a pension plan (52% contribution by Basic-Fit).
• Fitness: Access to the gym at HQ.

About Basic-Fit

Basic-Fit is Europe's leader in the value-for-money fitness market, with more than 4.7 million members across 1,650+ clubs in 6 countries. We are continuously growing and improving.

What Makes Us Unique?

• Work with Impact: What you do makes a difference. We don't just work for our members, partners, and teams—we work with them.
• Collaboration: Everyone works together to achieve goals and celebrate success.