Facility Process & Transformation Lead — AI-Driven Service Ops

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

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