Job Description – Manager (CL-7)
Job Title: Workplace Service Delivery Manager (CL-7)
Management Level: CL – 7
Work Location: Mumbai
Must have Skills: Experience in Integrated Facility Management and Administration
Good to have Skills: Microsoft Excel, Power BI, PMP Certification
Department: Corporate Function
Job Summary
Workplace Operations is responsible for overseeing the day-to-day management of integrated facilities across assigned locations, ensuring seamless delivery of services aligned with business needs, compliance requirements, and corporate standards. The role involves managing vendor performance, engineering services, statutory compliance, real estate coordination, audits, and stakeholder engagement. The candidate will also lead workplace experience initiatives, support sustainability and EHS goals, drive team development, and ensure smooth operations during business continuity or crisis situations. The role is instrumental in creating a productive, safe, and engaging workplace environment that enhances employee experience and supports business continuity. A strong focus on service quality, operational efficiency, and client satisfaction is essential.
Role and Responsibilities
Integrated Facility management
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Plan, manage, and oversee day-to-day workplace operations for assigned locations.
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Conduct daily/weekly/monthly/quarterly service reviews with service partner teams. Ensure delivery of daily onsite facility management services including asset management, engineering, building maintenance, cleaning, office services, mail delivery, logistics and storage services.
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Ensure workplace operations meet or exceed service delivery and corporate standards in line with global/local policies.
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Drive the Service Partner to execute the deliverables as per the agreed scope of works and review the performance as per schedule.
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Manage operating and capital budgets in coordination with site operations and commercial teams for geography or location.
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Govern Service delivery partner and vendor performance using SLAs, KPIs, OLAs, and other tracking mechanisms.
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Maintain high service quality by identifying weak areas and implementing corrective actions.
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Monitor and document MIS/reporting processes, including weekly/fortnightly/monthly/ quarterly calendars.
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Deploy global changes to policies, operating models, and best practices.
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Maintain a healthy working environment, and foster employee productivity by ensuring a functional, safe, and engaging workplace.
Engineering and Technical Services
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Oversee engineering infrastructure and keep a track of service partners performance by reviewing the uptime of all engineering assets and performance as per agreed OLA’s.
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Collaborate on R&M planning, and drive OPEX/CAPEX initiatives aligned with sustainability and safety. Leverage tools to improve quality of services, including office meters, sensors and SLA tracking.
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Track and manage M & E Opex and Capex budgets for engineering services efficiently.
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Support implementation of sustainability and energy efficiency initiatives.
Statutory Compliance and Risks
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Ensure compliance with all statutory norms and third-party vendor (TPV) legal requirements.
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Liaise with all stakeholders/teams who are part of the process: Legal, HR, TPV, AEE, Contract Management, and Commercial teams to fulfil obligations.
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Track license renewals (e.g. lifts, fire NOCs, building safety, water quality, etc.).
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Maintain documentation for health, safety, and environment-related regulations.
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Lead responses to all audits—internal, external, client, statutory, and process audits covering the workplace operations.
Corporate Real Estate (CRE)
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Engage with landlords on all operational issues and lease terms on a monthly basis.
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Ensure all contractual obligations are being fulfilled by both parties.
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Escalate RE MSA or CAM related issues or violations to CRE leads.
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Support site selection and site disposition and extend all necessary support to Workplace leads , CRE POC, Controllership and Procurement, including risk-free handovers and formal process closure.
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Coordinate with CRE, procurement, and finance during acquisition/disposition.
Workplace Governance and Client Relationship Management
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Conduct structured CRM connects with key business stakeholders (DU Leads, MDs, SDLs, etc.).
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Present KPI delivery metrics and track escalation resolution within a reasonable time frame (SNOW, M & E, Events, Travel, etc.).
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Monitor and drive monthly client engagement activities (townhalls, bay walks, FGDs).
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Maintain strong client satisfaction by acting on feedback and enabling resolution of workplace issues.
Security, EHS, and Business Continuity
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Oversee physical and electronic security controls, including CCTV, access controls, and fire safety.
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Lead response efforts during BCP or crisis events and participate in LMT calls.
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Ensure site compliance with EHS protocols and wellness standards.
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Supervise wellness facilities such as gyms, wellness rooms, ambulance support, etc.
Cafeteria Management
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Oversee aggregator managed cafeteria operations and ensure compliance to the SLAs. Oversee vendor selection, hygiene and sanitation standards, and quality of food and ensure adherence to EHS and GAP standards, and other statutory compliance.
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Lead Food Committee Reviews and ensure feedback is acted upon by the vendor .
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Oversee licenses and documentation for food services.
Team Management
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Right-size direct and extended vendor teams; ensure role clarity and workload balance.
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Ensure timely completion of mandatory training programs for all personnel, both direct and TPV service partner teams.
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Deliver feedback and performance reviews to the team members and drive team engagement activities.
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Promote a culture of innovation and employee well-being.
Stakeholder Engagement & Special Events
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Extend support for high-profile visits, including global leaders and clients.
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Participate in showcasing workplace capabilities during such events.
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Liaise with SMT, P+ teams, and central/managed services (Events, CPSM, Travel) to ensure operational harmony.
Projects and Transitions
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Oversee seamless handover of newly completed WP projects into operations.
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Actively contribute during transition stages to ensure business readiness.
Professional & Technical Skills
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Strong leadership and team management skills with a track record of driving operational excellence.
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Strong organisational and planning skills with attention to detail.
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Proven experience in managing multi-disciplinary teams and external stakeholders.
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Effective communication (English, Hindi, and preferably Marathi) and interpersonal skills.
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Excellent problem-solving, decision-making, and negotiation skills.
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Ability to manage multiple priorities in a fast-paced environment.
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Strong analytical and reporting abilities (MIS, KPIs, OLAs).
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Crisis management and business continuity planning (BCP) experience.
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Change management and adaptability to global process changes.
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Strong presentation and documentation skills.
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Proficient in MS Office (Excel, PowerPoint, word), working knowledge of Power BI and Power Apps preferred.
Additional Information:
- The ideal candidate should be a person of high integrity and moral values with strong leadership skills.
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This position is based out of Mumbai offices.
Experience: Minimum 10 years of military experience with at least 4 - 5 years of corporate IFM experience for Veterans/ Min 15 years of experience in Facility management and administration for others.
Educational Qualification: Graduate/Postgraduate in any discipline. An engineering degree in Electrical/Mechanical or a full-time MBA or both would be an added advantage.
