Purpose/Objective The Head - O&M; and Customer Service-ACSL provides strategic leadership for the operation, maintenance, and customer service functions of district cooling system (DCS) projects, ensuring high system reliability, efficiency, and customer satisfaction.

This role drives the seamless transition from project commissioning to steady-state operations, implementing best-in-class maintenance strategies and service excellence frameworks.

The position focuses on optimizing asset performance, minimizing downtime, and proactively addressing customer needs while ensuring compliance with safety, regulatory, and environmental standards.

By fostering a customer-centric and safety-first culture, the role supports the sustainable growth of ACSL’s DCS portfolio, contributing to long-term business resilience, operational excellence, and client retention.

Key Responsibilities of Role

Head - O&M; and Customer Service-ACSL Strategic Leadership and Planning: Drive system reliability by overseeing preventive maintenance, advanced diagnostic tools like APM, GIS, Power BI, and condition-based monitoring to optimize performance and minimize downtime.

Improve system reliability and customer satisfaction by aligning O&M; and customer service objectives with business goals, ensuring measurable improvements through strategic planning and continuous monitoring.

Enhance operational resilience and decision-making by leveraging predictive analytics to optimize workflows and proactively address challenges across O&M; and customer service teams.





Ensure maximum system availability by directing predictive and preventive maintenance programs, reducing unplanned downtime, and extending asset lifecycle through data-driven decision-making.

Optimize asset performance by analysing system trends, identifying opportunities for improvement, and mitigating risks proactively to maintain consistent operational reliability.

Ensure compliance by maintaining rigorous maintenance schedules aligned with national standards, regulatory requirements, and corporate best practices.

Customer Service Excellence: Enhance customer satisfaction by ensuring productive service request handling, issue resolution, and minimizing complaints, maintaining high service quality and customer loyalty.

Drive service standards by optimizing response times, addressing root causes of recurring issues, and implementing preventive measures to improve overall customer service delivery.

Stakeholder Management: Promote cross-departmental collaboration by encouraging seamless communication between teams to resolve issues quickly and optimize operational performance.

Enable data-driven decision-making by providing accurate and timely reports on maintenance and customer service performance metrics, supporting leadership in making informed decisions.





Team Management: Develop a high-performing team by identifying skill gaps, implementing targeted training programs, and fostering continuous growth through performance management and leadership initiatives.

Optimize team resources by assigning responsibilities, aligning efforts with O&M; and customer service targets, and enhancing accountability for measurable outcomes.

Key Stakeholders - Internal O&M; Teams (Mechanical, Electrical, Civil, etc.

) Customer Service Teams Project Management Finance Human Resources IT/Systems Support Operations Management Safety and Compliance Procurement Senior Leadership Key Stakeholders - External Clients/Customers Regulatory Authorities Suppliers and Contractors Vendors (equipment and services) Industry Partners Consultants Service Providers (maintenance or repair) Insurance Companies

Technical Competencies

Budgeting & Cost Adherence-PRJ,District Cooling System (DCS) Engineering-ENERGY,Liaison Management-ENERGY,Project Management-ENERGY,Quality Management-PRJ,Regulatory Compliance-PPC-PRJ,Risk Management-ENERGY,System Optimization & Performance Analysis-ENERGY

Qualifications and Experience

Educational Qualification: Bachelor’s Degree in Mechanical, Electrical, Civil Engineering, or a related field.

Master’s Degree in Engineering, Business Administration, or a related discipline (preferred).

Work Experience (Range of years): 15-20 years of experience in O&M; and customer service within district cooling systems or related industries.

📌 Head O&M & Customer Services (Ahmedabad)
🏢 Adani Group
📍 Ahmedabad