Workplace Operations Lead – Technical (IFM Perspective) Position Overview The Workplace Operations Lead will drive the transformation of the Workplace Team within an Integrated Facilities Management (IFM) delivery model, overseeing the seamless integration of hard services, soft services, and workplace experience functions across a client's real estate portfolio. The role is responsible for embedding technology, developing talent, and ensuring consolidated, single-point-of-accountability service delivery against contractual KPIs.

Key Responsibilities

Team Transformation and Technology Enablement The role requires building a future-ready IFM team capable of managing integrated service lines, including mechanical, electrical, and plumbing (MEP) maintenance, HVAC and critical systems, janitorial and soft services, security coordination, and workplace experience. This includes deploying and embedding IFM technology platforms such as CAFM/IWMS systems (e.g., Corrigo, Planon, Archibus), CMMS for planned preventive maintenance (PPM) and reactive work order management, BMS/BAS integration for real-time asset monitoring, IoT sensors for space utilization and energy optimization, and digital helpdesk platforms for unified service requests across all service lines. The successful candidate will drive the shift from siloed, single-service management to a fully integrated, data-driven operating model with predictive maintenance capabilities.

Client and Stakeholder Management

Working in support of the Country Lead, this position requires proactive management of the client relationship as the integrated service provider across all contracted service lines. Responsibilities include ensuring compliance with the master services agreement (MSA), tracking performance against consolidated SLA/KPI frameworks spanning hard and soft services, and maintaining service quality as validated through client satisfaction surveys and governance reviews.

Leadership and Staff Management The role involves leading a multidisciplinary team comprising engineering/technical staff, soft services supervisors, and workplace experience personnel, fostering collaboration across traditionally siloed service lines.

Responsibilities include structured performance management, cross-skilling and training programs (particularly technical certifications for engineering staff), workload planning through correct resourcing across all service lines, and succession planning for key team members and the broader subcontracted/outsourced vendor ecosystem (hard services, soft services,



and specialist subcontractors).

Operations Management

Core technical duties include the following.

Ensuring delivery of all operational requirements per the client's integrated scope of work, spanning MEP systems, HVAC, fire and life safety systems, critical infrastructure (where applicable), janitorial/cleaning services, pest control, landscaping, security services, and reception/concierge functions under a single integrated management structure. Developing and implementing standard operating procedures (SOPs) and integrated performance measures across all service lines to ensure consistency, work method simplification, and reliability of systems — including PPM compliance rates, reactive response/resolution times, and soft services quality audit scores. Supporting regional IFM initiatives, including user experience programs, JLL technology platform rollouts (e.g., global CAFM standardization), and training workshops, ensuring consistent implementation across the region's integrated accounts.

Driving client-specific initiatives such as technology rollouts, cross-service benchmarking, and best-practice adoption across the integrated service delivery model. Ensuring operations are aligned to financial processes, including consolidated P&L; management, subcontractor cost control, and budget variance reporting across all service lines. Ensuring compliance with JLL and client Health, Safety, Environment, and Risk Management (HSE/RM) policies across all integrated service functions, including permit-to-work systems and contractor safety management (CSM).

Conducting data integrity audits across CAFM, CMMS, and financial systems regionally. Monitoring and ensuring the team meets or exceeds consolidated SLA/KPI scorecards covering both technical (hard services) and experiential (soft services) performance metrics. Hiring, attracting, and retaining top talent across engineering and soft services disciplines, ensuring company standards are met.

Reviewing and spot-checking multi-service subcontractor and vendor performance (MEP contractors, cleaning vendors, security providers, landscaping, pest control, etc.) to ensure contractual obligations are delivered.



Resolving occupant complaints and concerns across all service touchpoints with documented solutions and follow-up. Managing the integrated vendor contract database across all service categories to ensure records remain current.

Managing vendor procurement processes across multiple service lines, including tender documentation preparation, negotiation, and timely contract execution in line with JLL procurement guidelines. Generating consolidated operational and financial reports and conducting presentations for account management and client governance reviews. Coordinating churn management and minor project/fit-out works requested by occupants, liaising across engineering and soft services teams for seamless delivery.

Providing support for critical out-of-hours issues across all service lines and participating as a key responder in emergency situations, including life-safety incidents and business continuity events. Managing individual performance against defined KPIs for all direct reports across the integrated team. Resolving user complaints and concerns with solutions and documented follow-up.

Ideal Experience And Qualifications A minimum of 15+ years of experience in the facility management or hospitality industry is required, with demonstrated experience managing large, integrated facility operations spanning multiple service lines (not single-service management). Candidates should have proven experience operating within an IFM delivery model, managing a multi-vendor subcontractor ecosystem, and overseeing both technical/hard services and soft services simultaneously.

Candidates must demonstrate excellent verbal, written, and presentation communication skills suitable for client governance forums and executive reporting across integrated service scorecards.

A Bachelor's degree in Engineering is required, with a preference for Electrical Engineering, reflecting the technical oversight responsibilities inherent in managing MEP and critical systems within an IFM contract. Candidates should be adaptable to quick-paced, multi-service environments and versatile in meeting evolving client requirements across the full facilities spectrum. Strong analytical, organizational, and administrative skills are essential for interpreting cross-service performance data, consolidated financial reports, and integrated CAFM/CMMS outputs.

A Bachelor's degree in Facilities Management, Building Services, Business Administration, or a related field is considered an added advantage.

📌 Director, Facilities Manager- Technical (Mumbai)
🏢 JLL
📍 Mumbai