Workplace Service Delivery Sr Manager

Job Description: Senior Manager, Workplace Operations

Job Details

Job Title

Workplace Service Delivery – Senior Manager

Career Level

CL – 6

Job Family / Function

Workplace Operations

Location

Mumbai

Job Summary

Leads end-to-end workplace service delivery across assigned locations, ensuring safe, compliant, cost-effective, and high-quality Integrated Facility Management aligned to business needs and corporate standards. Oversees vendor governance, engineering services, statutory compliance, corporate real estate coordination, workplace experience, sustainability, EHS, and business continuity while building strong stakeholder partnerships and leading high-performing teams.

Essential Functions and Responsibilities

Integrated Facility Management

• Lead day-to-day workplace operations across assigned locations.
• Govern service delivery partners to meet agreed scope, SLAs, KPIs, and OLAs.
• Run periodic service reviews and drive continuous improvement actions.
• Manage operating and capital budgets in partnership with commercial and site teams.
• Establish a standardized MIS and reporting cadence (weekly/monthly/quarterly) for performance, risks, and compliance.
• Deploy global policy, process, and operating model updates across the locations in scope.

Engineering and Technical Services

• Govern engineering infrastructure, asset uptime, and performance of service partners.
• Drive R&M planning and OPEX / CAPEX initiatives aligned with safety and sustainability.
• Leverage digital tools (meters, sensors, SLA trackers) to improve service quality.
• Support energy efficiency and sustainability initiatives.

Statutory Compliance and Risk Management

• Ensure compliance with statutory regulations and third-party legal requirements.
• Track and manage license renewals (fire, lifts, building safety, water quality, etc.).
• Maintain HSE documentation and lead responses to statutory, client, internal, and external audits.
• Liaise with Legal, HR, Contract Management, Commercial, TPV, and other stakeholders.

Corporate Real Estate (CRE)

• Manage landlord interactions and operational lease obligations.
• Escalate CAM, MSA, and contractual issues to CRE leadership.
• Support site acquisition, disposition, transitions, and risk-free handovers.
• Coordinate with CRE, Procurement, Finance, and Controllership.

Workplace Governance and Stakeholder Management

• Drive structured CRM connects with DU leaders, SDLs, and senior stakeholders.
• Present KPI performance and manage escalation resolution through enterprise tools.
• Lead engagement forums such as townhalls, bay walks, and FGDs.
• Act on feedback to strengthen client satisfaction.

Security, EHS, and Business Continuity

• Oversee physical and electronic security systems and fire safety.
• Ensure compliance with EHS protocols and wellness standards.
• Lead response during BCP or crisis situations and participate in leadership calls.
• Govern wellness facilities and emergency support systems.

Cafeteria and Food Services

• Oversee aggregator-managed cafeteria services and SLA compliance.
• Ensure food quality, hygiene, sanitation, and statutory compliance.
• Lead food committee reviews and vendor performance actions.
• Manage licenses and documentation for food services.

Team Leadership and Development

• Right-size direct and vendor teams with clear role definitions.
• Ensure completion of mandatory trainings for Accenture and TPV staff.
• Deliver performance feedback and reviews.
• Promote innovation, engagement, and employee well-being.

Projects and Transitions

• Ensure smooth transition of new workplace projects into operations.
• Participate in transition phases to ensure operational and business readiness.
• Support high-profile leadership and client visits and events.

Qualifications

Knowledge, Skills, and Abilities

• Integrated Facility Management
• Vendor Governance & Performance Management
• Engineering & Infrastructure Management
• Statutory Compliance & Audit Management
• Corporate Real Estate Operations
• Workplace Governance & Client Management
• Business Continuity & Crisis Management

Leadership and behavioral skills

• Strong people leadership and stakeholder management
• High integrity and sound judgment
• Structured problem-solving and decision-making
• Ability to manage multiple priorities in a fast-paced environment
• Strong communication and presentation skills

Technical and digital skills

• MS Word, Excel, PowerPoint
• Working knowledge of Power BI and Power Apps preferred
• Strong analytical and MIS reporting capabilities
• Technology adoption with focus on AI and innovative workplace solutions

Experience

• Minimum 20 years of experience in IT / ITES workplace or facilities operations.

Education

• Graduate or postgraduate degree in any discipline.
• Electrical/Mechanical Engineering degree and/or full-time MBA.

Work Environment and Physical Requirements

This role is primarily office-based with regular on-site presence across workplace facilities. May require walking through office spaces, mechanical/electrical areas, and participating in emergency drills and incident response as needed. Communicating in the local Kannada language will be added advantage.

Travel

Travel may be required periodically for site visits, transitions, audits, and business needs.

Preferred Qualifications

• Electrical/Mechanical Engineering degree and/or full-time MBA preferred.
• Working knowledge of Power BI and Power Apps preferred.