Head Operations – Integrated Facility Management

Position Title: Head Operations – Integrated Facility Management (IFM) Services

Department: Operations & Service Delivery

Location: Delhi

Reports To: Director

Role Objective

The Operations Head will be responsible for leading and managing the delivery of integrated facility management services across multiple client sites. This includes ensuring service excellence, operational efficiency, contract compliance, cost optimization, and customer satisfaction. The role demands strong leadership to manage large, diverse teams across soft services, technical services, security, and workplace management.

Key Responsibilities

• Service Delivery & Client Management
• Ensure seamless delivery of IFM services across all client sites.
• Maintain high customer satisfaction through regular engagement with client leadership and proactive service improvements.
• Act as the escalation point for all client service issues.
• Operational Excellence
• Implement standardized processes, KPIs, and SLAs across accounts.
• Drive efficiency through technology adoption, automation, and lean practices.
• Ensure compliance with statutory, health & safety, and environmental regulations.
• Team Leadership & People Management
• Lead, mentor, and develop a large workforce including facility managers, supervisors, and on-ground staff.
• Build a performance-driven culture with continuous learning and development.
• Ensure workforce optimization and effective vendor/partner management.
• Financial & Contract Management
• Manage operational budgets, cost control, and profitability of client contracts.
• Oversee contract renewals, extensions, and scope enhancements.
• Support business development team in solution design and transition of new accounts.
• Quality & Compliance
• Implement quality management systems across operations.
• Monitor audits, inspections, and compliance with ISO and other certifications.
• Ensure adherence to company policies, ethical practices, and governance standards.

Key Performance Indicators (KPIs)

• Client retention and satisfaction scores.
• SLA & KPI adherence across all accounts.
• Operational efficiency and cost savings achieved.
• Employee engagement, retention, and productivity levels.
• Successful onboarding and stabilization of new contracts.
• Compliance audit scores and safety incident reduction.

Qualifications & Experience

• Graduate in Engineering, Facilities Management, Business Administration, or related field; MBA preferred.
• 8-10
   years of experience in IFM/Facilities/Real Estate Management, with at least 5+ years in a senior leadership role.
• Proven expertise in managing large-scale operations across multiple sites and service lines.
• Strong understanding of technical services (MEP), housekeeping, security, catering, transport, and workplace solutions.
• Experience in managing client relationships at CXO level.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent client relationship and stakeholder management.
• Financial acumen with ability to manage budgets and drive cost optimization.
• Proficiency in facility management technologies (CAFM, IWMS, BMS).
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication, presentation, and negotiation abilities.

Personal Attributes

• Strategic thinker with an execution-driven mindset.
• High integrity, professionalism, and customer-centric approach.
• Ability to perform under pressure and manage multiple priorities.
• Innovative, adaptable, and results-oriented.

Compensation & Benefits

• Attractive salary package with performance-based incentives.
• Benefits as per company policy
  .
• Career progression to senior leadership roles within the organization.