Purpose of the Job: The Global Lead
- FM Technology Performance & Adoption is accountable for maximising the business value, adoption, performance and strategic alignment of Facilities Management technology solutions across Sodexo's global FM portfolio. Acting as the primary interface between FM Operations and Enterprise Technology, the role ensures technology investments are fully adopted, embedded within operational processes and delivering measurable business outcomes. The role bridges the gap between physical operations and technology functions including Data, Applications, Digital and Infrastructure, promoting standardisation, improving user experience, reducing operational costs and enhancing workplace outcomes. The role also provides leadership for technology adoption, benefit realisation, stakeholder engagement, service performance oversight and operational escalations across the FM technology landscape. Context and main issues: The Global Lead
- FM Technology Performance & Adoption operates within a complex global environment, working across FM Operations, Digital Applications, Data & Analytics, Infrastructure, external technology partners, enterprise architecture teams and senior business stakeholders. The role is accountable for ensuring that FM technology solutions deliver maximum business value through effective adoption, governance, vendor management and continuous improvement and as such must balance operational business needs with enterprise technology standards, security requirements and strategic roadmaps. Key challenges faced by the role include: Technology Adoption and Business Engagement Ensuring consistent adoption and effective utilisation of FM technology solutions across diverse regions, functions and operational teams. Working with global, command centre and regional business change leads, the role must drive user engagement, promote standard ways of working and support the realisation of expected business benefits from technology investments. End-to-End Data Management and Governance Supporting the alignment and integration of data across multiple FM, corporate and third-party systems. Working with the FM Data Governor, the role must promote data quality, consistency and governance to enable effective operational decision-making, reporting and performance management. Stakeholder Alignment and Prioritisation Working across a broad stakeholder landscape with varying priorities and requirements. The role must facilitate collaboration between operational teams and technology functions to ensure solutions meet business needs whilst remaining aligned to enterprise standards, technology architecture and design and strategic objectives. Vendor and Service Performance Working with FM Domain Lead, Procurement and the VMO to maintain relationships with technology vendors and service providers.
Monitoring agreed service levels, product roadmaps and ensuring contractual commitments are achieved. The role is required to identify, escalate and support the resolution of service, performance and delivery issues for FM globally. Risk, Compliance and Security Working alongside the security team, ensuring FM technology solutions operate in accordance with Sodexo policies, security standards, data privacy requirements and relevant regulatory obligations. The role must support governance processes and mitigate risks associated with technology adoption, system integration and data management. Main assignments: Provide Strategic Business-Technology Alignment
• Act as the primary liaison between FM Operations and Enterprise Technology.
• Translate operational requirements into technology priorities.
• Ensure technology roadmaps support operational objectives.
• Promote standardisation and eliminate fragmented or shadow-IT solutions.
• Facilitate proactive resolution of cross-domain challenges and escalations Maximising Return on Technology Investment (ROI): Sodexo is investing heavily in its technical platform and want to ensure its features are adopted and maximised for the business. This role will help to drive full adoption, optimization of workflows, it will facilitate feedback and support problem solving,



not just for the Core Systems, but also for Digital and Data. The tracking of savings and benefits makes up a critical part of this role, ensuring commitments to making savings are delivered, rationalisations of systems is adhered to and reported on. Liaising with the business and operational teams to help translate innovation into reality, whilst aligning to Sodexo’s strategic direction: Supporting the business and aiding the understanding of innovation end to end preparing the business to adopt and scale next-generation technologies, for example:
• IoT Sensor Networks
• AI adoption
• Predictive Maintenance Protecting Operational Continuity: This role is pivotal to ensuring the Sodexo’s clients receive the best possible service and that the service provided is at an agreed quality and delivers against agreed KPI’s and SLA’s. Ensuring standards and policies have been captured and are clearly available to operational teams, including (but not exhaustive):
• Data Retention Policy
• Monitoring and Alerting
• System Down time
• Training
• Security
• Adoption
• Data Quality Reviewing FM technology solutions to ensure compliance and ongoing relevance with Sodexo policies, security standards, data privacy requirements and relevant regulatory obligations. FM Technology Adoption & Value Realisation: Monitoring and tracking adoption (beyond system usage statistics), measuring whether FM technology is being used correctly, embedded into operational processes, delivering benefits, and replacing legacy ways of working.
• Establish and maintain an FM technology adoption framework.
• Define adoption and utilisation KPIs.
• Monitor process adherence and behavioural change.
• Measure perks realisation against approved business cases.
• Report on ROI, cost reduction, system rationalisation and productivity improvements.
• Drive corrective action where adoption targets are not achieved Accountabilities 1. Business Value, Adoption and Continuous Improvement Accountable for setting targets and reporting on FM technology solutions and their ability to deliver measurable business value through effective adoption, process optimisation, standardisation and continuous improvement. Key Outputs:
• Clear business adoption and utilisation monitoring and reporting.
• Agreement, monitoring and reporting of business benefits, realisation, and return on investment.
• Informing improvements to support technology adoption user experience and operational effectiveness.
• Identification and delivery of opportunities for process simplification, automation and innovation.
• Promotion of continuous improvement and best practice across FM technology services. 2. Strategic End to End Support for all Stakeholders (Technical and Business) Accountable for maintaining effective relationships between FM Operations, Enterprise Technology teams and external partners to ensure technology priorities remain aligned with business objectives and operational needs. Key Outputs:
• Acting as a first point of contact for escalations from operations or other technology pillars.
• Provide visibility and business alignment across all FM technology roadmaps, ensuring stakeholders understand upcoming changes and strategic priorities.
• Effective stakeholder readiness and communication resulting in successful adoption of technology changes.
• Maintaining working relationships with run teams to facilitate resolution of any FM challenges (especially when they branch across multiple technology domains). 3. Technology Governance, Risk and Compliance Accountable for monitoring FM technology solutions and reporting on their compliance with Sodexo governance frameworks, technology standards,



information security requirements and regulatory obligations. Key Outputs:
• Compliance with enterprise governance, risk and security requirements.
• Effective management and escalation of technology, data and operational risks.
• Adherence to approved technology standards, architecture principles and policies.
• Support of data privacy, compliance and audit requirements.
• Reduction of risk associated with technology implementation, adoption and usage. 4. Vendor, Service and Performance Management Accountable for effective reporting of technology vendors, service providers and support teams against SLA’s and KPI’s providing clear visibility on whether they are delivering to agreed service outcomes, performance standards and bringing the expected value to the business. Key Outputs:
• Effective monitoring and reporting of strategic vendor and supplier relationships.
• Reporting against agreed service levels and performance measures.
• Proactive management of high priority or cross technology pillar service issues, recurring incidents and continuous improvement opportunities.
• Effective analysis and reporting of vendor performance and contractual commitments.
• Co-ordinating and contributing to insights of value technology services that support business objectives. 5. Technology Portfolio, Data and Roadmap Management Accountable for providing analysis and insight on the performance of FM technology investments, data assets and technology roadmaps provisioning the detail required to inform decision-making and long-term organisational objectives. Key Outputs:
• Reporting on the effective prioritisation and management of business demand and technology investment opportunities.
• Contributing to the development and maintenance of technology roadmaps aligned to FM strategy and transformation objectives.
• Provisioning high-quality, trusted and accessible data that supports operational and strategic decision-making.
• Delivery of reporting, insight and benefits tracking to demonstrate business value. Success Measures will include:
• FM technology adoption rate
• Active user utilisation
• Benefits realised versus business case
• Reduction in unsupported or local technology solutions
• User satisfaction/NPS
• Reduction in manual processes
• Data quality score improvement
• SLA attainment across FM applications
• Technology-enabled cost savings
• FM operational productivity improvements Essential Criteria Essential Experience
• Significant experience in Facilities Management, Workplace Services or Enterprise Technology environments.
• Extensive reporting experience, ability to create, maintain and communicate factual analytical information
• Experience working with third-party suppliers and technology partners.
• Experience leading business adoption and change initiatives.
• Experience developing business cases and benefits tracking.
• Experience operating in a complex global matrix organisation.
• Experience defining and tracking technology adoption metrics.
• Experience leading cross-functional business and technology stakeholder groups.
• Experience managing technology-enabled transformation programmes.
• Experience presenting to executive leadership teams. Desirable
• ITIL certification.
• Prosci or equivalent change management qualification.
• Data analytics and business intelligence experience.
• Lean Six Sigma qualification. Knowledge
• FM operating models.
• Technology governance frameworks.
• Service management practices.
• IT support run processes (ITIL)
• Change management methodologies.
• Data and reporting concepts.
• Digital transformation principles. Skills
• Executive stakeholder management.
• Influencing without authority.
• Communication and presentation skills.
• Strategic planning.
• Risk management.
• Vendor management.
• Financial and commercial acumen. Competencies
• Drives Vision and Purpose
• Business Insight
• Collaborates
• Ensures Accountability
• Communicates Effectively

📌 Global Lead (Mumbai)
🏢 Sodexo
📍 Mumbai