Global Lead, Soft Services & Experiences

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.