Global Lead, Soft Services & Experiences

About the role

As a strategic leader within Roche's Global Facility Management & Service team, you will define and drive global soft services, workplace experience, and site hospitality strategies across owned and leased assets worldwide.

Key responsibilities

• Establish and continuously refine enterprise-wide soft service specifications, quality thresholds, outcome‑based SLAs and standardized Scope‑of‑Work modules.
• Develop global workplace experience guidelines, customer‑facing service standards and align them with hybrid work models, digital tools and analytics.
• Partner with Global Procurement and the Operation & Partnering team on major IFM sourcing initiatives, defining technical scopes, evaluation criteria and performance benchmarks.
• Create and execute communication and training plans to ensure adoption of new global standards.
• Perform internal and external benchmarking, embedding environmental guardrails into soft service delivery.
• Engage with global leadership, subject‑matter expert communities and act as trusted advisor to site leadership.
• Coach high‑performing, globally distributed teams and influence senior decision‑making in a matrixed environment.

Required profile

• University‑level education (MSc or higher) in Facility Management, Business Administration or related field; industry certifications are a plus.
• 8+ years of leadership experience in global Facility Management, including 5+ years focused on soft services, workplace experience strategies and outcome‑based SLAs.
• Deep technical knowledge of the full Facility Management spectrum and proven success defining soft service specifications and vendor evaluation criteria.
• Demonstrated ability to lead globally distributed teams, drive change management and influence senior stakeholders.

Required skills

• Expertise in defining soft service specifications and SLA structures.
• Experience with facility management technologies and data‑driven analytics for workplace utilization.