Project Governance and Service Quality Manager

The Vice-Presidency for Operations manages all activities that keep the campuses running daily "– catering, information systems, security, operations, library and scientific information –" and plans the development of its future infrastructures. The Vice-Presidency for Operations manages an annual budget of 200 million CHF for a portfolio of approximately 200 projects and employs around 400 staff members.

To strengthen its Executive team and in the context of an upcoming retirement, the Vice-Presidency for Operations is seeking its future Project Governance and Service Quality Manager.

At the crossroads between strategic management and user orientation, you ensure the governance of the Vice-Presidency's project portfolios while overseeing the quality and continuous optimisation of the services offered. You act as a true bridge between the methodological rigour of projects (building infrastructures and digitalisation) and the concrete experience lived by users on a daily basis.

Your tasks and responsibilities will be:

• Project-Service Coordination: Ensure coherence between new projects undertaken (construction, renovations, IS, etc.) and their operational impact on the quality of services delivered to EPFL units.
• Management of the Project Entry Process into Portfolios: Lead the Demand Management process in its entirety, managing its planning and execution with key stakeholders.
• Governance and Methodological Compliance: Guarantee adherence to processes, milestones, and methodological quality throughout the lifecycle of the Vice-Presidency's project and service portfolios.
• Quality and Satisfaction Management: Develop and monitor performance indicators (KPIs) measuring the health of major projects and the perceived quality of service delivery by users.
• Continuous Improvement Approach: Lead and manage cross-functional initiatives and projects aimed at continuously enhancing the quality, fluidity, and efficiency of the Vice-Presidency's services.

• Education: University-level education in information systems or another relevant field, complemented by basic training in data science; additional training in business management or quality management is a valuable asset.
• Experience:
  • Proven solid experience (minimum 5 years) combining management of complex projects (Hermès, PMP, Prince certification or equivalent qualification is a key asset) and service quality management (Service Delivery).
  • Demonstrated skills in establishing governance frameworks.
  • Significant experience in monitoring performance indicators (KPIs) and continuous process improvement.
• Behavioural and Interpersonal Skills:
  • Service orientation and user focus: Demonstrated ability to place service quality at the centre of concerns and to collaborate effectively with diverse stakeholders.
  • Cross-functional leadership: Excellent interpersonal skills to unite multidisciplinary teams, negotiate, and animate networks of specialists without direct hierarchical links.
  • Rigor and agility: Exemplary methodological rigour, autonomy, proactivity, and proven ability to manage multiple demanding priorities under pressure.
• Language and Writing Skills:
  • Fluent in French (excellent writing and summarising skills).
  • Good command of English.
  • Knowledge of German is an advantage.
• Culture and Interests: Strong interest in the ecosystems of education, research, innovation, and university campuses.

• A dynamic and international working environment in a multidisciplinary institution
• An opportunity to implement an ambitious strategy with a dynamic and diverse team of highly qualified specialists
• Attractive working conditions
• The possibility to develop professionally according to the requirements of the role

>> Discover our employment conditions and the benefits offered to our staff.

Start date: 01/12/2026

Minimum workload: 80.00

Maximum workload: 100.00

Contract type: Permanent

Reference: 2448

Application files must include a complete CV, a cover letter, a vision statement of maximum one A4 page, and relevant certificates. Only complete applications will be considered.

Application deadline: 27 September 2026