Associate Services Contract Manager - based in Luxembourg

The Associate Services Contract Manager will coordinate and monitor outsourced Facilities Management service contracts for EIB Group buildings in Luxembourg, ensuring high quality, cost-effective facility services. The role involves contract management, service quality monitoring, and collaboration with internal and external stakeholders to enhance service delivery.

Responsibilities

• Implement operating procedures and processes for the assigned service contracts and contribute to initiatives and projects relevant to your scope, ensuring compliance with the relevant procedures, policies and following best practices to provide an optimal customer experience for all EIB Group employees and guests as well as best value for money.
• Provide operational input, in coordination with other service managers, to hospitality service requirements within CRE construction and refurbishment programmes (including North Building and West Campus), ensuring service readiness, operational continuity and effective integration throughout building openings, closures and transitions.
• Monitor FM Service Desk ticketing activity (MyRequests/Archibus), analyse ticketing KPIs, including volumes, response times, SLA compliance, recurrence patterns, and customer feedback, and propose and implement actions for continuous improvement.
• Support the coordination and evaluation of operational quality controls for catering and cleaning services ensuring consistent service standards across buildings and driving corrective or preventive actions with service providers where required.
• Monitor contractual compliance of outsourced service providers, including ticket handling, service execution and performance reporting, and contribute to improvement initiatives (e.g. process standardisation, data quality, governance tools and training materials) to increase efficiency, reliability and transparency.
• Support the integration of sustainability, climate action and environmental objectives into the management of hospitality services contracts, translating EIB Group commitments into concrete operational requirements, performance indicators and improvement actions with service providers.
• Coordinate external service providers and actively contribute to effective teamwork and collaboration within the Unit and other services to ensure efficient delivery of the service contracts.
• Contribute to monitoring costs and service provider performance; follow-up on KPIs for services, measure performance against targets and continuously improve and manage the quality and cost of the services.
• Proactively and continuously assess contractual performance to obtain best value for money throughout the contract life cycle and establish relevant actions or processes for improvements.

Requirements

• A University degree (minimum an equivalent to a Bachelor) preferably in a relevant field (Facilities Management, Engineering, Architecture, Hospitality Management, Business Administration or similar).
• At least 3 years’ relevant professional experience, ideally in facilities management with an emphasis on hospitality services.
• Proven experience in contract management based on performance/outcomes, management of outsourced services and project management.
• Very good knowledge of facilities management and/or outsourced services management, preferably in hospitality services (catering, cleaning, waste management, reception services and service desk).
• Very good knowledge in autonomous contract management, with application of KPIs.
• Proven ability to ensure a sound cost management of service contracts.
• Very good understanding of administrative procedures related to the management of service contracts and call for tenders in public institutions.
• Experience in Service Desk management (staff request management, ticketing activity, work orders management) is an advantage.
• Knowledge of Archibus or similar integrated workplace management systems is a plus.
• Excellent knowledge of English and French.
• Knowledge of other EU languages would be an advantage.

Skills

• Facilities Management
• Hospitality Management
• Contract Management
• Outsourced Service Provider Management
• Project Management
• Performance-based Contracting
• Key Performance Indicators (KPIs)
• Cost Management
• Service Contract Administration
• Public Tender Procedures
• ICT Service Desk Management
• Ticketing Systems
• Work Order Management
• Archibus
• Integrated Workplace Management System

Languages

English, French