Designation: Head – Maintenance Services
Location: New Delhi
Department: Business Operations
Reports To: CEO / Promoter
Position Overview
As the of head of Maintenance Services, you will play a pivotal leadership role in driving the Region’s growth, profitability, and operational excellence. Working closely with the CEO, you will oversee strategic planning, financial management, customer acquisition and retention, and cross-functional project execution. This role is responsible for ensuring strong financial performance, operational efficiency, and the successful expansion and diversification of the company’s offerings. In addition, you will lead high-impact corporate initiatives and support the ongoing development and success of the sales and support teams.
Key Responsibilities
Business Goals
• Revenue Growth and P/L Oversight
o Own the region’s revenue growth targets and manage the operational PCL to ensure
financial health and profitability.
o Optimize budgets, control expenses, and identify cost-saving opportunities.
• Improve DSO
o Streamline the accounts receivable process to reduce DSO.
o Ensure timely collections and efficient payment cycles.
• Business Development s Opportunity Identification
o Drive strategies for new customer acquisition along with the other Regional
Operations heads and Business development head.
o Expand revenue streams within the existing customer base and explore
diversification opportunities.
• Achieve Revenue Targets
o Develop and implement strategies to meet and exceed aspirational revenue goals.
• Commercial Management s Bid Oversight
o Lead the commercial aspects of business deals, ensuring alignment with internal
governance (RACI matrix).
o Enhance bid success rates, with a strong focus on tender management.
Operational Goals
• Operational Leadership
o Own overall operational excellence of the region and ensure seamless service delivery.
o Set and implement strategic operational goals aligned with the company’s mission.
• Customer Retention
o Ensure high customer satisfaction and zero attrition through superior service
standards.
o Regularly engage with customers to strengthen relationships and understand evolving
needs.
• Service Line Expansion s Geographic Growth
o Identify and develop new service offerings and explore opportunities for
geographic expansion.
o Responsible for the delivery of the sales team in acquiring new customers and logos.
• Cross-functional Support s Coordination
o manage key support functions with the respective heads including IR,
Compliance, EHS, Admin and others.
o Promote collaboration and synergy across support functions such as HR,
payroll, billing, and administration.
Organizational Goals
• Technology s Innovation
o Champion digital transformation and lead technology-driven initiatives to keep the region
at the forefront of innovation.
• Cross-Selling s Group Collaboration
o Lead cross-selling efforts across different business units and subsidiaries,
maximizing internal synergies and collaborative opportunities.
• Organizational Development
o Identify organizational/regional improvement areas and lead strategic initiatives to enhance
efficiency and productivity.
o Partner with HR to design and implement talent development and people
improvement programs.
Qualifications
• Bachelor’s/master’s degree
• 20+ years’ experience in facilities management, with proven leadership across different operations
and business development
• Demonstrated ability to manage large, cross-functional teams and drive strategic initiatives
along strong financial acumen
• Strong understanding of customer lifecycle management, sales strategy, and
operational execution.
• Adept at identifying growth opportunities and driving change across an organization
Key Skills s Competencies:
• Strategic Planning – Aligning operational goals with business objectives
• Financial Acumen – Budgeting, forecasting, and cost control
• Operational Efficiency – Streamlining processes and maximizing resource use
• Team Leadership – Managing cross-functional teams and driving performance
• Customer centric approach – Ensuring high levels of customer satisfaction
• Regulatory Compliance – Ensuring adherence to safety, environmental, and labor
regulations
• Technology Integration – Leveraging FM tech (e.g., CAFM, CMMS) to optimize operations
• Risk Management – Identifying and mitigating operational risks
• Change Management – Driving organizational change and process improvements
Key Performance Indicators (KPIs):
• Sales C Revenue Target Achievement – 100% attainment of regional revenue and sales goals
• Operational Excellence – SLA adherence, service delivery quality, and operational uptime
• New Logo Acquisition
• Existing Customer Mining – Revenue growth from upselling/cross-selling to existing
customers
• Overdue Collections – Reduction in overdue receivables and aging analysis
improvements
• Reduction in DSO – Improvement in cash flow through in time collections
• Customer Satisfaction - Nil Customer loss through excellence in service delivery
• People Retention C Employee engagement
• Technology Integration – Implementation and adoption rate of FM tech solutions
• Cost Optimization
