Project Governance and Service Quality Manager

Ref 2580249 | Date: 22 Sept 2026 EPFL EPFL, the École polytechnique fédérale de Lausanne, is one of the most dynamic university campuses in Europe and is ranked in the global top 20 of many academic rankings. EPFL has more than 6'500 staff members who bring to life the three main missions of the School: education, research and innovation. The EPFL campus offers an exceptional working environment at the heart of a community of more than 17'000 people, including nearly 12'500 students and 4'000 researchers from more than 120 different nationalities. Project Governance and Service Quality Manager Context and Mission The Vice-Presidency for operations manages all the activities that bring the campuses to life on a daily basis "" 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 mio CHF for a portfolio of approximately 200 projects and has approximately 400 employees. To strengthen its Staff team and in a context of retirement, the Vice-Presidency for operations is looking for its future Project Governance and Service Quality Manager. At the crossroads between strategic steering and user orientation, you will guarantee the governance of the Vice-Presidency's project portfolios while ensuring the quality and continuous optimization of the services offered. You will act as a true bridge between the methodological rigor of projects (building infrastructure and digitalization) and the concrete experience lived by users on a daily basis. Main tasks and responsibilities Your tasks and responsibilities will be: * Projects-Services Articulation: Ensure consistency between new projects conducted (construction, renovation, IS, etc.) and their operational impact on the quality of services delivered to EPFL units. * Steering the project entry process into portfolios: Lead the Demand Management process in its entirety, manage its planning and progress with key stakeholders. * Governance and methodological compliance: Guarantee compliance with processes, milestones and methodological quality throughout the life cycle of the Vice-Presidency's project and service portfolios. * Steering quality and satisfaction: Develop and monitor key performance indicators (KPIs) measuring the health of major projects and the perceived quality of service delivery by users. * Continuous improvement approach: Manage and lead cross-functional initiatives and projects aimed at continuously increasing the quality, fluidity and efficiency of the Vice-Presidency's services. Profile * Education: University higher education in information systems or other relevant field, supplemented by basic training in data science; additional training in business management or quality management constitutes a valuable asset. * Experience: + Solid proven experience (minimum 5 years) combining complex project management (Hermès, PMP, Prince certification or title deemed equivalent is a key asset) and steering service quality (Service Delivery). + Proven skills in implementing governance frameworks. + Significant experience in monitoring key performance indicators (KPIs) and continuous process improvement. * Behavioral and interpersonal skills: + Service mindset and user orientation: Demonstrated ability to place service quality at the center of concerns and to collaborate effectively with various 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 rigor, autonomy, proactivity and a proven ability to manage several demanding priorities simultaneously under pressure. * Linguistic and writing skills: + Perfect command of French (excellent writing and synthesis skills). + Good command of English. + Knowledge of German is an asset. * Culture and affinities: Strong interest in the ecosystems of training, research, innovation and university campuses. We offer * 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 further professional development according to the requirements of the position [>> Discover our employment conditions and the benefits offered to our female and male employees.](< > "") Information Start date: Min occupancy rate: 80,00 Max occupancy rate: 100,00 Contract type: CDI Reference: 2448 Application files must include a complete CV, a cover letter, a vision statement of max one A4 page and certificates; only complete applications will be processed. Application deadline: 27 September 2026 jpid119f118jm jpit0939jm jpiy26jm