Manager Soft Services

Introduction to the job

The Soft Services Manager leads all Soft Services, Officing, and Activity‑Based Working (ABW) operations for the ASML San Diego campus. The role ensures a high‑quality, safe, sustainable, and user‑centric workplace experience across four buildings (SD4, SD6, SD9), supporting productivity, business continuity, and employee well‑being.

Role and responsibilities

Management of Café/food services, break rooms, convenience centers, office supplies, mother's & recharge rooms, gym/fitness services, meeting & event support, workplace support, cleaning programs, IFM soft services contract, ABW, officing operations, logistics, and campus clean‑up programs.

KEY ACCOUNTABILITIES & RESPONSIBILITIES

1. Soft Services Strategy & Daily Operations

• Lead all soft service operations across San Diego, including, but not limited to:
  cleanroom, industrial, and office cleaning, café/food programs, pantries & break rooms, convenience centers, micro‑kitchens, fitness/gym amenities, mailroom, landscaping, waste & recycling, mobility services, reception, hospitality, lockers, and wellness rooms.
• Maintain availability, cleanliness, equipment uptime, replenishment processes, and consistent service standards across all employee‑facing amenities.
• Integrate well‑being, user experience, sustainability, safety, and accessibility into service design and delivery.

• Serve as the Contract Owner for the Integrated Facilities Management (IFM) Soft Services scope.
• Oversee service delivery, performance management, compliance, KPIs, and monthly/quarterly business reviews.
• Lead contract changes, service adjustments, scope expansions, and financial governance.
• Ensure the IFM partner delivers consistent staffing levels, training, performance management, and customer satisfaction standards.

• Own and manage the IFM soft services OPEX budget, including forecasting, cost allocation, and consumption analysis.
• Review vendor financial proposals, contract renewals, pricing updates, and cost‑saving opportunities.
• Ensure cost transparency and alignment with CRE financial governance.

• Serve as the business owner for officing and Activity‑Based Working (ABW) operations for the San Diego campus.
• Define, maintain, and govern ABW standards, policies, and ways of working, ensuring consistency and alignment with ASML workplace principles.
• Lead seat allocation models, occupancy analytics, and utilization insights to support effective space use and informed decision‑making.
• Provide guidance and enablement to teams on ABW expectations, including onboarding, communications, training, and change management.
• Partner closely with Space Planning to maintain seating strategies, adjacency planning, and alignment with evolving business needs.

• Oversee café operations, including menu development, pricing, hygiene, HACCP compliance, hours of operation, and quality.
• Manage daily café service performance, customer experience, safety, and partnership with the food vendor.
• Support catering for meetings, leadership visits, events, and large onsite gatherings.

• Lead daily cleaning programs, specialty cleaning, and campus‑wide deep cleans / clean‑up drives.
• Govern cleaning standards in labs, offices, break rooms, amenities, and high‑traffic areas.
• Manage meeting & event support:
  • room set‑ups
  • furniture configuration
  • hospitality coordination
  • AV/IT coordination (with IT)
  • breakdown/reset
• Support internal events such as all‑hands, team meetings, visitor delegations, customer demos, and training sessions.

• Own operations of all convenience centers (e.g., supply stations, office consumables, pantry supplies).
• Ensure uninterrupted availability of:
  • office supplies
  • break room consumables
  • cleaning consumables
  • printing supplies
  • coffee/water/sanitation items
• Manage consumption analytics and vendor delivery cycles.

• Serve as the primary point of contact for all workplace experience matters.
• Resolve escalations promptly and maintain business continuity.
• Partner with HR, IT, Security, QEHS, Manufacturing, and Business Partners to provide seamless cross‑functional service.
• Monitor employee feedback (NPS/VoC) and implement improvements.

• Ensure compliance with:
  • food safety regulations
  • sanitation standards
  • gym safety requirements
  • ABW and occupancy safety requirements
  • soft services regulatory requirements
• Maintain recovery plans for soft services disruptions.
• Own escalation procedures and emergency response for amenities.

• Identify and implement service improvements, new technologies, automation, and digital tools to optimize operations.
• Benchmark services against global CRE performance and best‑in‑class corporate campuses.
• Lead soft-services contributions to building renovations and the Building Generation Process (BGP).

• IFM soft services performance (SLA, KPI, audit outcomes)
• Food program quality, pricing compliance, and customer satisfaction
• ABW adoption, seat utilization, etiquette adherence
• Break room, convenience center, and supply availability uptime
• Cleaning performance scores & campus cleanliness metrics
• Event and meeting support satisfaction
• Budget accuracy, cost control, and savings achieved
• Workplace experience NPS / tenant satisfaction

• Bachelor's or Master's in Facility Management, Hospitality, Business Administration, or a related field
• 5-10+ years experience in soft services, workplace operations, hospitality, or IFM operations
• Experience managing large outsourced FM contracts, food programs, or workplace amenities
• Experience with ABW, officing, or workplace change is preferred
• Experience supporting a multi‑building corporate or high‑tech campus strongly preferred

• Communicates effectively
• Drives results
• Ensures accountability
• Balances stakeholders
• Strategic mindset
• Cultivates innovation

• Strong vendor and contract management
• Knowledge of café/food service compliance (HACCP)
• Experience managing convenience centers & consumables
• Event support operations
• Space & occupancy operations (ABW)
• Cleaning service governance & quality control
• Data‑driven service improvements