Head - Maintenance Services

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