Location: Hyderabad

Purpose of the Role:

- To lead and manage the Operations portfolio, ensuring high standards of service delivery, client satisfaction, and operational efficiency.

- The role will be responsible for managing large enterprise client accounts, leading multi-disciplinary teams, and driving operational performance across the portfolio.

Preferred Industry Background:

- Integrated Facilities Management - Workplace Management companies.

- Premium hospitality, including large hotels and multi-property operations.

- Commercial Real Estate, managed offices, business parks, and corporate campuses.

- Large service-led organizations with strong client-facing operations and multi-site management experience.

Preferred Qualification and Experience:

- Graduate in Engineering, Hotel Management, Business Administration, or a related discipline. Postgraduate qualification would be an advantage.

- Minimum 18 years of experience, with significant experience leading large operations and multi-disciplinary teams.

- Strong experience in client management, P&L, service delivery, vendor management, and operational governance.

- Experience managing large enterprise clients, multiple locations, or complex service environments.

- Strong leadership, communication, and stakeholder management skills.

Role and Responsibilities:

- Lead the Operations portfolio, ensuring consistent service delivery across all client locations.

- Own client relationships and act as the senior escalation point for operational and service-related matters.

- Drive customer satisfaction, retention, and account growth through strong service delivery and proactive engagement.

- Manage the portfolio P&L, budgets, operating costs, and financial performance.

- Lead and develop teams across facilities, engineering, housekeeping, security, hospitality, and other operational services.

- Ensure effective vendor management, contract compliance, service standards, and cost optimization.

- Establish strong operational governance through SOPs, SLAs, audits, compliance, and regular performance reviews.

- Work closely with Projects, Design, and other internal teams to ensure smooth handover and operational readiness of new client spaces.

- Drive continuous improvement, process standardization, and technology adoption across the portfolio.

- Build a strong leadership pipeline and ensure high levels of employee engagement, capability, and accountability.

Success Measures:

- Client satisfaction, retention, and service delivery performance.

- Achievement of portfolio P&L, budget, and cost-efficiency targets.

- SLA adherence, operational quality, and compliance across locations.

- Effective management of client escalations and timely resolution of issues.

- Successful mobilization and operational readiness of new client spaces.

- Team performance, employee engagement, and leadership development.

- Continuous improvement in operational processes and service standards.