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

Head - Maintenance Services

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