Key Account Manager Facilities Management

6-Month Fixed-Term Assignment | BPO / Healthcare Revenue Management

About the Role

We are looking for an experienced Key Account Manager – Facilities Management to lead facilities and workplace services for a large-scale BPO operation supporting the healthcare revenue management sector.

This is a high-impact 6-month fixed-term assignment focused on the successful launch, transition and stabilisation of a new/expanding workplace. The role will be responsible not only for managing day-to-day facilities operations, but also for driving pre-go-live readiness, go-live execution and post-launch stabilisation until the site is fully operational and settled.

This is an ideal opportunity for an experienced facilities professional who enjoys building operations from the ground up, managing high-volume workplaces, working closely with senior stakeholders and delivering a seamless transition into business-as-usual operations.

Key Responsibilities

Pre-Go-Live & Transition Management

- Drive end-to-end facilities readiness activities leading up to site go-live.
- Develop and execute the facilities mobilisation and transition plan, ensuring all critical activities are completed within agreed timelines.
- Coordinate with client, project, workplace, technical, security, housekeeping, vendors and other stakeholders to ensure operational readiness.
- Establish facilities SOPs, service standards, escalation matrices, reporting mechanisms and governance structures ahead of go-live.
- Ensure readiness of soft services, technical services, security, housekeeping, pantry/F&B;, waste management, emergency preparedness and other workplace services as applicable.
- Conduct site readiness assessments, identify gaps and drive timely closure of all pre-go-live actions.
- Support vendor onboarding, manpower mobilisation, induction, training and deployment.
- Participate in mock drills, readiness checks and operational simulations to validate site preparedness.

Go-Live & Stabilisation
- Lead facilities activities during go-live and act as the key point of contact for operational issues and escalations.
- Ensure uninterrupted facilities support during the transition from project phase to live operations.
- Closely monitor service delivery, response times, manpower deployment and operational issues during the initial stabilisation period.
- Identify bottlenecks and implement rapid corrective actions to minimise disruption to business operations.
- Establish a structured hypercare/stabilisation plan and progressively transition the site into steady-state operations.
- Ensure all critical processes, vendors, documentation, SLAs and governance mechanisms are fully embedded before completion of the assignment.
- Provide regular updates to senior stakeholders on readiness, risks, issues and stabilisation progress.

Integrated Facilities & Soft Services Management
- Oversee day-to-day delivery of soft services including housekeeping, security, pest control, waste management, landscaping and other workplace services.




- Coordinate with technical service providers for HVAC, electrical, plumbing, fire & life safety, BMS and other building systems.
- Ensure facilities services are delivered in line with agreed SLAs, KPIs, statutory requirements and client expectations.
- Monitor workplace experience and service quality across a high-occupancy BPO environment.
- Ensure minimal disruption to business operations, particularly during peak operating hours and critical business periods.
- Conduct regular service audits and implement corrective and preventive action plans.

Client & Stakeholder Management
- Act as the primary facilities interface for the client and build robust relationships with key business and workplace stakeholders.
- Partner closely with client leadership, operations, HR, administration, security, IT, workplace and project teams.
- Manage escalations effectively and ensure timely resolution of operational concerns.
- Maintain strong governance and communication throughout the transition and steady-state phases.
- Understand evolving business requirements and proactively recommend workplace and facilities improvements.

KPI, SLA & Performance Management
- Establish and monitor KPIs and SLAs across all facilities service lines.
- Develop dashboards and reports to provide visibility into operational performance.
- Analyse trends, identify recurring issues and drive continuous improvement.
- Conduct regular service reviews and ensure timely closure of action items.
- Track performance against contractual commitments and ensure consistent service excellence.

Management Reviews & Governance
- Prepare and lead Monthly Management Reviews with the client and service delivery teams.
- Present operational performance, key achievements, risks, escalations and improvement initiatives.
- Support Quarterly Business Reviews and senior stakeholder meetings as required.
- Maintain action trackers and ensure timely closure of commitments.
- Provide structured reporting on transition, go-live and stabilisation milestones.

Commercial & Vendor Management
- Manage Purchase Orders, invoices and vendor documentation in coordination with relevant teams.
- Monitor service costs, budgets and committed spend against agreed commercial terms.
- Coordinate AMC renewals and ensure continuity of critical services.
- Manage vendor performance, contractual compliance and service quality.
- Identify opportunities for cost optimisation without compromising service delivery.

Team Leadership & Capability Building
- Lead and coordinate facilities teams and service partners to deliver a consistent employee workplace experience.
- Support manpower planning, deployment and resource optimisation.




- Conduct training and induction programmes covering service standards, safety, emergency procedures, client expectations and workplace protocols.
- Establish clear performance expectations and foster a culture of accountability and service excellence.
- Coach and develop team members and service partners throughout the assignment.

Risk, Compliance & Business Continuity
- Ensure compliance with applicable statutory, safety, fire & life safety and workplace regulations.
- Maintain emergency preparedness and business continuity processes.
- Conduct risk assessments and proactively identify potential operational risks.
- Ensure appropriate documentation, licences, certifications and compliance records are maintained.
- Drive incident investigation, root cause analysis and preventive actions where required.

Required Qualifications

Education:

Bachelor's degree in Facilities Management, Business Administration, Hospitality Management, Engineering or a related field.

Experience:

- 7–9 years of experience in facilities management, integrated facilities management, account management or workplace services.
- Minimum 2 years of experience in a client-facing leadership/account management role.
- Experience managing large-scale BPO, corporate, technology, healthcare or other high-occupancy workplaces will be an advantage.
- Prior experience in new-site mobilisation, transition, pre-go-live or go-live activities is highly preferred.

Technical & Functional Knowledge:

- Strong understanding of integrated facilities management and soft services.
- Working knowledge of technical building services, fire & life safety and workplace operations.
- Experience in vendor management, SLA/KPI governance, budgeting and commercial management.
- Strong understanding of transition and mobilisation processes.

Key Skills
- Strong client and stakeholder management
- Excellent transition and project coordination skills
- Strong operational and problem-solving mindset
- Ability to manage high-volume, fast-paced workplace environments
- Excellent communication and presentation skills
- Strong analytical and reporting capabilities
- Financial and commercial acumen
- Vendor and contract management
- Team leadership and people management
- Ability to manage multiple priorities and escalations effectively
- Proficiency in MS Office, reporting dashboards and facilities management systems

Why This 6-Month Assignment? This 6-month fixed-term role offers the opportunity to take ownership of a high-visibility facilities launch and make a tangible impact from pre-go-live planning through mobilisation, go-live and operational stabilisation.

It is particularly suited to professionals who thrive on launching new operations, solving complex workplace challenges and establishing strong foundations for long-term service excellence.

The assignment provides exposure to a large-scale BPO environment within the healthcare revenue management sector, with significant stakeholder interaction and ownership of a critical transition and stabilisation phase.

📌 Key Accounts Manager (Hyderabad)
🏢 Knight Frank
📍 Hyderabad