Head of Project Governance and Service Quality

• 22 septembre 2026
• 80 - 100%
• Indefinite duration
• Lausanne

EPFL, l'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 the three main missions of the School to life: 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.

Head of Project Governance and Service Quality

Context and Mission

The Vice-Presidency for Operations manages all 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 employs approximately 400 collaborators.

To strengthen its Staff Team and in the context of a retirement, the Vice-Presidency for Operations is looking for its future Head of Project Governance and Service Quality.

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:

• Project-Service Articulation: Ensure consistency between the 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: Conduct the Demand Management process in its entirety, managing 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 performance indicators (KPIs) measuring the health of major projects and the perceived quality of service provisions by users.
• Continuous improvement approach: Lead and drive cross-functional initiatives and projects aimed at continuously enhancing 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 administration or quality management constitutes a valuable asset.
• Experience:
• Solid confirmed experience (minimum 5 years) combining complex project management (Hermès, PMP, Prince certification or title deemed equivalent is a key asset) and service quality steering (Service Delivery).
• Proven skills in implementing governance frameworks.
• Significant experience in monitoring performance indicators (KPIs) and continuous process improvement.
• Behavioral and interpersonal skills:
• Sense of service and user orientation: Demonstrated ability to place service quality at the center 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 rigor, autonomy, proactivity, and a proven ability to manage several demanding priorities simultaneously under pressure.
• Linguistic and writing skills:
• Perfect mastery of French (excellent writing and synthesis skills).
• Good command of English.
• Knowledge of German represents an asset.
• Culture and affinities: Strong interest in ecosystems of education, 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 of professional development according to the requirements of the position

Discover our employment conditions and the benefits offered to our collaborators.

Information

Start date: 01/12/2026

Minimum occupancy rate: 80,00

Maximum 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 relevant certificates. Only complete applications will be processed.

Application deadline: 27 septembre 2026