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