Soft Services Manager

Bristol Myers Squibb; Leiden; On-site; EUR 90,000 - 120,000; Full time

Job summary

Bristol Myers Squibb, Leiden Cell Therapy Facility, seeks a Soft Services Manager to lead and optimize the soft facilities portfolio, partnering with the IFM provider and internal teams. You will oversee cleaning, security, reception, waste, pest control, and related services, ensuring safe, compliant delivery and continuous improvement.

You will manage budgets, frame contracts, coach staff, and collaborate across EHSS, Quality, and site functions to meet SLA/KPI targets and support special

Qualifications

• Bachelor's degree in facilities management, engineering, business, safety/security or a related discipline, or an equivalent combination of education and relevant experience.
• 5 years' relevant facilities or soft-services experience preferably in a regulated or GMP environment, including experience with GMP cleaning and outsourced service providers.

Responsibilities

• Lead the soft-services portfolio and act as the primary BMS interface with the IFM partner and other contracted providers, ensuring services meet agreed scope, quality, safety, compliance, SLA and KPI requirements.
• Formulate and manage operating budgets, purchase requirements and contract costs; challenge supplier proposals, identify efficiencies and deliver contractual savings and financial targets.
• Manage, coach and develop facilities staff, including recruitment, onboarding, training, performance expectations and effective allocation of work
• Oversee GMP and non-GMP cleaning, waste management, pest control, security, reception, grounds, parking, gowning and related workplace services, including service continuity and support for special events and ad hoc site needs.
• Provide oversight and backup for site security and safety activities, including access and badge control, CCTV and surveillance, visitor and contractor access, onboarding and offboarding controls, security hardware, alarms and escalation procedures.
• Work closely with EHSS, Quality, internal departments and the IFM partner to manage contractor safety, work permits, emergency-response interfaces, fire and life-safety controls and compliance with applicable BMS and local requirements.
• Establish service-quality measures, conduct routine inspections, audits and safety walks, maintain accurate records and site logs, and ensure findings, deficiencies and risks are documented, escalated and resolved.
• Review supplier performance, contractual documentation, KPIs, incidents and service trends; chair or participate in governance meetings and implement corrective actions, continuous improvements and best-in-class practices.
• Build effective relationships with internal customers and external providers, respond to service requests, maintain customer satisfaction and provide clear communication on operational issues, priorities and progress.
• Lead or support facilities projects and other assignments as required by the Director, Facility and Engineering, and provide cross-coverage for other facilities roles when needed.

Skills

Leadership

Communication

Interpersonal skills

Negotiation

Budget management

Contract management

Quality & compliance

Problem solving

Auditing & reporting

Education

Bachelor's degree in facilities management, engineering, business, safety/security or related field

Equivalent combination of education and relevant experience

Job description

At Bristol Myers Squibb, our employees often ask, "Who are you working for?"-a question that fuels collaboration, accountability, and urgency in our work. Our purpose-driven culture inspires us to discover, develop, and deliver innovative medicines to prevail over serious diseases. We offer uniquely interesting and meaningful work, opportunities for growth, and a supportive environment that values inclusion, wellbeing, flexibility, and comprehensive benefits. This is work that transforms the lives of patients, and the careers of those who do it.

Position Summary

The Soft Services Manager provides long term BMS intelligent-client leadership and day-to-day oversight for soft facilities services at the Leiden Cell Therapy Facility. The role manages the IFM partner and other service providers across cleaning, security, reception, waste, pest control, grounds, parking and related workplace services, ensuring safe, compliant, reliable and cost-effective delivery in accordance with cGxP, EHS, contractual, budgetary, Service Level Agreement (SLA) and Key Performance Indicator (KPI) requirements.

Duties/Responsibilities

• Lead the soft-services portfolio and act as the primary BMS interface with the IFM partner and other contracted providers, ensuring services meet agreed scope, quality, safety, compliance, SLA and KPI requirements.
• Formulate and manage operating budgets, purchase requirements and contract costs; challenge supplier proposals, identify efficiencies and deliver contractual savings and financial targets.
• Manage, coach and develop facilities staff, including recruitment, onboarding, training, performance expectations and effective allocation of work
• Oversee GMP and non-GMP cleaning, waste management, pest control, security, reception, grounds, parking, gowning and related workplace services, including service continuity and support for special events and ad hoc site needs.
• Provide oversight and backup for site security and safety activities, including access and badge control, CCTV and surveillance, visitor and contractor access, onboarding and offboarding controls, security hardware, alarms and escalation procedures.
• Work closely with EHSS, Quality, internal departments and the IFM partner to manage contractor safety, work permits, emergency-response interfaces, fire and life-safety controls and compliance with applicable BMS and local requirements.
• Establish service-quality measures, conduct routine inspections, audits and safety walks, maintain accurate records and site logs, and ensure findings, deficiencies and risks are documented, escalated and resolved.
• Review supplier performance, contractual documentation, KPIs, incidents and service trends; chair or participate in governance meetings and implement corrective actions, continuous improvements and best-in-class practices.
• Build effective relationships with internal customers and external providers, respond to service requests, maintain customer satisfaction and provide clear communication on operational issues, priorities and progress.
• Lead or support facilities projects and other assignments as required by the Director, Facility and Engineering, and provide cross-coverage for other facilities roles when needed.

Reporting Relationship

The Soft Services Manager reports to the Director, Facility and Engineering and works closely with EHSS, Quality, site functions, the IFM partner and other external service providers.

Qualifications

Specific Knowledge, Skills, Abilities

• Leadership, communication, interpersonal, influencing and negotiation skills, with the ability to manage employees, contractors, suppliers and stakeholders in a matrix environment.
• Demonstrated knowledge of cGxP/GMP facilities services, controlled cleaning, Good Documentation Practices, EHS, contractor safety, work permits, security, emergency response and applicable local requirements.
• Strong commercial, financial and contract-management capability, including budget control, service specifications, supplier governance, KPI/SLA management and cost optimisation.
• Organisational, planning, scheduling, problem-solving and decision-making skills; able to manage multiple priorities, incidents and service risks with limited supervision.
• Demonstrated ability to audit service delivery, maintain compliant records, analyse performance trends and lead corrective actions and continuous-improvement initiatives.

Education/Experience/Licenses/Certifications

• Bachelor's degree in facilities management, engineering, business, safety/security or a related discipline, or an equivalent combination of education and relevant experience.
• 5 years' relevant facilities or soft-services experience preferably in a regulated or GMP environment, including experience with GMP cleaning and outsourced service providers.
• At least 3 years' s