Job Title: Workplace Service Delivery Associate Manager
Management Level: CL – 8
Job Family / Function
Workplace Operations
Location
Bangalore
Workplace Operations is responsible for overseeing day-to-day management of integrated facilities across assigned location(s), ensuring seamless delivery of services aligned with business needs, compliance requirements, and corporate standards. The role involves governing service partner performance, coordinating engineering services, driving statutory compliance, supporting real estate/landlord coordination, participating in audits, and enabling strong stakeholder engagement. The Associate Manager also supports workplace experience initiatives, sustainability and EHS goals, team development, and continuity of operations during incidents or crisis situations. A strong focus on service quality, operational efficiency, and client satisfaction is essential.
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Integrated Facilities Management
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Plan and manage workplace operations for the assigned locations. Manage operating and capital budgets for geography or location. Ensure Workplace business operations meet or exceed service level requirements and corporate standards.
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Ensure operational activities related to environmental requirements in collaboration with the Environment Lead and their support team are completed. Leverage tools to improve quality of services, including office meters, sensors and SLA tracking.
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Actively be part of managing the day to day facilities operations and review the performance as per schedule. Drive the Service Partner to execute the deliverables as per the agreed scope of works.
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Actively participate in delivering the services along with tracking the service delivery performance of the service partner. Performance Governance to be ensured through KPI’s and ensuring all service issues or quality related concerns are reflecting in the OLA Score Card by resetting the Weightages and Targets, so as to drive constructive improvement in service levels
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Ensures location team delivers daily onsite facility management services including asset management, engineering, building & maintenance, cleaning, office services, mail delivery, logistics and storage services. Carry out tasks according to local and global guidelines.
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Continuously focusing on the area of weakness and improvising this area for smooth function the process and support team; Coordinating and making use of organizational resources sensibly; controlling corporate activities and helping improve the efficiency of employees.
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Service Delivery needs to be tracked across IFM contract
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Plan and Set up Daily/Weekly/Monthly and Quarterly connects with the services partner pyramid hierarchy and to drive high performance.
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Tracking the assigned facilities budgets along with site operations team and Commercial Team for effective management of the same.
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Deploy changes to global policies, operating models, and practices.
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Ensures service delivery within agreed speed, quality, and cost through effective people management. He / She manages various stakeholders across the organization and provide additional value through process improvement ideation and execution
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Achieving the objectives and vision set by the organization; Encouraging employees to be creative and ensure their welfare
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MIS and Reporting requirements to be well documented, with supporting report formats, and the timelines for the circulation of the monthly and quarterly reports to be calendared
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Mechanical & Engineering Services
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Keep a track on Service Partners performance by reviewing the uptime of all Engineering Infrastructure as per agreed OLA’s
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Actively participate in drawing up R&M. Opex and Capex Initiatives to ensure we are sailing a safe ship
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Actively involved in monitoring M&E Opex and Capex Budgets and ensuring the budgets are efficiently deployed
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Extend all required support to fulfill Sustainability and Risk Mitigation Initiatives
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Client Governance (CRM)
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Connect with respective Business Leadership PoC’s (DU Leads, Community Leads, SDL’s and MD’s) through a structured CRM Program for your facility(s). Present key delivery metrics and the team’s performance against these KPIs’
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Tracking, addressing and closing issues/ escalations within a reasonable timeframe (SNOW, M&E, Events, Travel, etc.)
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Ensuring that the team draws up a monthly calendar for Bay Walks, Town-halls and Focused Group Discussion and the same are well represented by WP Teams at their respective locations
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Corporate Real-Estate (CRE)
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Stay connected with Landlord team on all operational matters from your assigned facilities, ensure that you connect with them at least once in a month.
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Ensure all contractual obligations are being fulfilled by both parties
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Escalate to RE Operations Lead, for any Builder/ LL related issues or non-compliances to the agreed terms and conditions in our RE MSA or CAM Agreement, so that formal recourse can be initiated by CRE Team
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To actively supervise Real-Estate “Disposition” process and extend all necessary to support to WP FL, CRE PoC, Controllership and Procurement to ensure risk free handover and formal process closure
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If assigned, to participate and be actively involved in RE New Site Selection Process
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Statutory Compliance
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Consistently and persistently review all Third Party Vendor (TPV) Partner Statutory Compliance requirements. Workplace Lead will be totally accountable for non-compliance to these deliverables
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Coordinate with all stakeholders/ teams who are party to this process: Contract Management; Legal, Human Resources, TPV, AEE, Commercial, etc.
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Audits
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Will have to personally participate and provide appropriate details and guidance for all types of audits covering across the length and breadth of Workplace Operations
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Audits could include Internal, Client and Third Party Statutory and Non-Statutory Audits (like: ACN Internal Audit, Functional Audit, Client Audit, KPMG Audit, Labor Commissioner Audit, Process Audit – ISO, etc.)
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Team Development
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Workplace Lead would be totally accountable on right sizing their respective team(s) including extended Vendor Partner Teams for their respective faciltiies.
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Ensure that all team members, both direct and extended TPV Service Partner Teams complete their mandatory trainings requirement well within the prescribed time-lines
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Timely action on Performance Management Processes, which includes, timely feedback to team members to ensure they are effectively delivering their responsibilities as per Priorities and Objectives agreed
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Team events are undertaken timely, to ensure their engagement levels are well maintained and is in line with Functional Engagement Targets
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Other Supervisory Responsibilities
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Workplace Lead ensures visiting and managing the assigned facilities on daily basis and also on need basis to know of the ground reality.
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Supports is given from workplace operations w.r.t. Central/ Managed Services (CPSM, Events, Travel/ Car Desk, etc.) and their teams at their respective Zonal locations
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Extends full support to Business Stakeholders (ATCI, AO, Consulting, Other ICF Leadership) to facilitate “High Profile” Client or Global Leadership Visits, and if required, will be part of such events and wherever and whenever required, will also participate in showcasing Workplace Capabilities and Services
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Will provide supervision for Projects Transition, from WP Projects Team to WP Op’s Team, and will ensure active / passive involvement to ensure smooth transition and handover to Business Teams
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Workplace lead will have operational responsibilities for Security and EHS related matters for their respective zones. In addition, if any BCP or Crisis Management situation arises, Workplace Lead will ensure active participation in the LMT calls.
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Workplace Lead will ensure that all safety and security controls, physical as well as electronic are functional and effective. Also provide supervision to Wellness Services, including Wellness Rooms, Gymnasium, Ambulance Services, etc.
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Workplace Lead will be actively/ passively involved in managing day-2-day interactions with the SMT and P+ teams, thereby ensuring minimal delays/ impacts to WP Op’s for their respective facilities.
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Workplace Lead will be actively/ passively involved to ensure the smooth running of the Cafeteria Operations. This includes actively participation in Vendor Selection, Food Committee Review Meetings, addressing Quality Issues, etc., thereby ensuring strict compliance to EHS and GAP prescribed standards and Statutory pre-requisites, like Commercial, Legal and License requirements being fulfilled
This role is primarily office-based with regular on-site presence across workplace facilities. May require walking through office spaces, mechanical/electrical areas, and participating in emergency drills and incident response as needed. Communicating in the local Kannada language will be added advantage.
Travel may be required periodically for site visits, transitions, audits, and business needs.
Experience in Integrated Facility Management and Administration
Microsoft Excel, Power BI, PMP Certification. Technology Adoption, AI Enablement and regular AI use.
