Head of the ESTEC Soft Services Section

Location
ESTEC, Noordwijk, Netherlands

Description

Head of the ESTEC Soft Services Section, Real Estate and Facilities Management (REFM) Department, Directorate of Resources and Services.

You will report to the REFM Site Manager at ESTEC and will be responsible for managing all soft facilities management services and event coordination with a focus on operational excellence and stakeholder satisfaction.
The Real Estate and Facilities Management (REFM) Department is responsible for eight sites across Europe, with a total of approximately 250,000 sqm of working space as well as technical facilities, and a population of over 7,000 staff and contractors.

ESTEC is the largest of the ESA sites with a total of approximately 130,000 sqm of working space, the largest European satellite test centre, numerous laboratories and technical facilities, a conference centre and various general-purpose facilities with over 3,500 employees.

The delivery of facilities management services is outsourced to professional service providers, and the role of ESA staff is to manage the corresponding contracts and monitor that the provision of services is in accordance with these contracts.

Duties

Key responsibilities include contract oversight, service quality assurance, stakeholder engagement and continuous improvement across all soft FM services.

Your responsibilities will include:

• taking full accountability for the performance of service providers delivering FM soft services, including catering, cleaning, pest control, waste management, landscaping, logistics, reception services, site helpdesk, audiovisual support, mail distribution, offsite printshop services, and the management and supervision of common sports facilities, by setting clear expectations, monitoring outcomes and driving continuous improvement;
• ensuring clear performance standards for service providers, monitoring delivery rigorously, and implementing improvement measures proactively;
• overseeing and managing the overall budget and cost management for FM soft services, ensuring strict compliance with contractual obligations and optimising resource allocation;
• driving cost efficiency and compliance while maintaining service excellence;
• leading the response strategy for customer requests and feedback, ensuring service providers deliver timely, effective solutions, and personally acting as the escalation point for complex or unresolved issues;
  acting swiftly on escalations and ensuring customer satisfaction through effective issue resolution;
• engaging proactively with stakeholders at all levels, fostering strong relationships and ensuring their needs are understood and addressed; taking ownership of complaints and issues, driving timely and effective resolutions to maintain high standards of service delivery;
• strengthening stakeholder relationships and maintaining transparent communication;
• directing the management of the full lifecycle of furniture and equipment for offices, public areas and ESA facilities, ensuring assets are maintained, upgraded, and replaced in line with Agency needs and service delivery requirements; optimising asset lifecycle management to support operational needs and sustainability;
• taking ownership of the preparation and approval of statements of work, working procedures and contractual documents; initiating and overseeing tender processes in collaboration with ESA procurement officers, ensuring alignment with strategic objectives; ensuring procurement processes are timely, compliant and strategically aligned;
• undertaking in-depth analyses and case studies on soft FM-related matters and leading the development and harmonisation of facility management policies and best practices across the establishment; promoting harmonised policies and best practices across the establishment;
• leading the development and implementation of sustainability initiatives within soft facilities management services, promoting environmentally responsible practices and ensuring alignment with Agency sustainability goals; embedding sustainability principles into all soft FM operations;
• in the role of ESTEC Conference Bureau Manager, providing executive oversight for the planning and running of conferences and special events at ESTEC, ensuring all activities meet Agency standards and objectives; guaranteeing high-quality event delivery aligned with Agency objectives.

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• providing leadership and guidance to staff in the Section and overseeing the performance of all contractor positions within the soft FM services portfolio, ensuring each fulfils their respective responsibilities and contributes to the achievement of REFM objectives; fostering a collaborative team culture and ensuring contractor accountability;
• overseeing the identification, assessment and mitigation of risks related to soft FM services, ensuring robust contingency planning, compliance with regulatory requirements, and the safeguarding of the Agency’s assets and reputation; implementing robust risk management and contingency planning;
• coordinating on soft facilities management matters across all ESA sites, sharing best practices and harmonising service standards, while maintaining primary responsibility for the ESTEC site.
• For all areas of responsibility:
  • ensuring strict adherence to health and safety procedures and regulatory requirements, as well as ESA-wide governance standards, including applicable legislation and corporate policies;
  • overseeing the design, implementation and analysis of user surveys and reports to inform service improvements;
  • approving and monitoring implementation plans and schedules, including comprehensive budget planning and execution oversight;
  • evaluating operational effectiveness and driving recommendations for continuous improvement.

You will also be responsible for identifying, assessing, managing and reporting the health and safety risks in your area of responsibility.

Technical competencies

Facilities management expertise: comprehensive knowledge of soft FM services (catering, cleaning, waste management, landscaping, logistics, reception, etc.)Contract management and procurement: ability to manage outsourced service contracts, including tendering and complianceBudgeting and cost control: strong financial skills for planning, monitoring and optimising budgetsRisk and compliance management: understanding of health, safety and environmental regulations, as well as of international/public organisations' governance standardsSustainability practices: experience in implementing sustainable solutions in facilities management Data analysis and reporting: proficiency in FM tools and analytics for performance monitoring and improvementEvent management: expertise in planning and running conferences and special events

Behavioural competencies

Result Orientation
Operational Efficiency
Fostering Cooperation
Relationship Management
Continuous Improvement
Forward Thinking

For more information, please refer to the ESA Core Behavioural Competencies guidebook

Education

A master's degree in a relevant discipline is required for this post.

Additional requirements

Minimum of five years of experience in soft FM services, preferably in an outsourcing model. You must also have strong communication, problem solving and interpersonal skills.

• The potential to manage individuals or a team in soft FM services;
• The ability to organise their activities and ensure a motivating work environment;
• Strong leadership capabilities, with proven relationship management and communication skills;
• The ability to drive your team's performance, developing your people by encouraging learning, delegating responsibility and giving regular and constructive feedback;
• Strong problem-solving skills to deal with day-to-day operational challenges, together with demonstrated planning and organisational skills;
• Strong results orientation with the ability to set priorities and present practical solutions both orally and in writing;
• The ability to manage challenging situations proactively and constructively and to be customer focused;
• People management experience is required and international experience would be an asset, including outside your home country, as would experience in diverse functional areas relevant to ESA activities.

Mobility is inherent to management functions and this position may be subject to rotation. Therefore, mobility opportunities may be offered to you as part of your career evolution at ESA, starting after approximately five years in this role.

Diversity, Equity and Inclusiveness
ESA is an equal opportunity employer, committed to achieving diversity within the workforce and creating an inclusive working environment. We therefore welcome applications from all qualified candidates irrespective of gender, sexual orientation, ethnicity, religious beliefs, age, disability or other characteristics.

At the Agency we value diversity, and we welcome people with disabilities. Whenever possible, we seek to accommodate individuals with disabilities by providing the necessary support at the workplace. The Human Resources Department can also provide assistance during the recruitment process. If you would like to discuss this further, please contact us via email at contact.human.resources@esa.int.

Important Information and Disclaimer
In principle, recruitment will be within the advertised grade band (A2-A4). However, if the selected candidate has less than four years of relevant professional experience following the completion of the master’s degree, the position may be filled at A1 level.

During the recruitment process, the Agency may request applicants to undergo selection tests. Additionally, successful candidates will need to undergo basic screening before appointment, which will be conducted by an external background screening service, in compliance with the European Space Agency's security procedures.

Note that ESA is in the process of transitioning to a Matrix setup, which could lead to organisational changes affecting this position.

The information published on ESA’s careers website regarding working conditions is correct at the time of publication. It is not intended to be exhaustive and may not address all questions you would have.

Nationality and Languages
Please note that applications are only considered from nationals of one of the following States: Austria, Belgium, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, the Netherlands, Norway, Poland, Portugal, Romania, Slovenia, Spain, Sweden, Switzerland, the United Kingdom and Canada, Latvia, Lithuania and Slovakia.

According to the ESA Convention, the recruitment of staff must take into account an adequate distribution of posts among nationals of the ESA Member States*. When short-listing for an interview, priority will first be given to internal candidates and secondly to external candidates from under-represented Member States*.

The working languages of the Agency are English and French. A good knowledge of one of these is required. Knowledge of another Member State language would be an asset.

*Member States, Associate Members or Cooperating States.