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Facility Executive- IFM operations

Position Overview

The Executive is responsible for coordinating and managing integrated facility services operations encompassing both soft services (housekeeping,technical security, reception, catering) and technical services coordination (basic maintenance, vendor liaison, work order management). This role maintains robust governance frameworks to ensure service quality, compliance, and performance excellence across all facility operations. The position requires strong coordination skills, technical awareness, attention to detail, governance capabilities, and a customer service orientation to maintain high service standards, operational efficiency, and occupant satisfaction.

Key Responsibilities

Soft Services Coordination

Coordinate daily operations of housekeeping, janitorial, and cleaning services across the facility. Oversee reception, front-of-house services, and visitor management operations. Manage mail room operations including courier services, package handling, and distribution. Coordinate catering services, pantry management, and kitchen/breakroom upkeep. Monitor landscaping, pest control, and waste management services. Ensure proper functioning of employee amenities including meeting rooms, breakout areas, and common spaces. Conduct regular walkthroughs and inspections to ensure service quality and cleanliness standards are met.

Technical Services Coordination

Coordinate routine maintenance activities for building systems including HVAC, electrical, plumbing, and lighting. Manage work order systems for technical service requests and maintenance issues. Liaise with technical vendors and contractors for repairs, preventive maintenance, and servicing. Monitor completion of scheduled preventive maintenance tasks and inspections. Track maintenance schedules for critical building equipment and systems. Coordinate access for technical contractors and ensure proper site induction procedures. Log and track technical issues, service calls, and resolution timelines. Escalate urgent technical matters to Facility Manager or engineering team. Support energy management initiatives by reporting anomalies in consumption or system performance. Assist with coordination of minor building projects and equipment installations.

Governance Framework & Standards

Develop and maintain standard operating procedures (SOPs) for all soft and technical services activities. Create and implement service delivery standards, quality benchmarks, and performance criteria. Establish inspection protocols, checklists, and quality assurance processes for both service categories. Document workflows, service schedules, and operational guidelines. Maintain governance documentation including policies, procedures, and work instructions. Ensure alignment with organizational standards and industry best practices. Review and update governance documents regularly to reflect operational changes and improvements. Create technical service protocols including emergency response procedures and escalation matrices.

Performance Monitoring & Reporting

Develop and track key performance indicators (KPIs) for all facility services operations. Implement service level monitoring systems and maintain performance dashboards. Conduct regular audits and inspections using standardized assessment criteria. Generate daily, weekly, and monthly performance reports for management review. Analyze service delivery trends, identify patterns, and highlight areas requiring attention. Maintain performance scorecards for vendors and internal service teams. Track technical service metrics including response times, first-time fix rates, and equipment uptime. Monitor compliance with preventive maintenance schedules and service intervals. Present findings and recommendations to facility management and stakeholders. Generate equipment performance reports and maintenance history logs.

Vendor & Contractor Management

Serve as primary point of contact for soft services and technical services vendors and contractors. Monitor vendor performance against defined SLAs and contractual obligations. Coordinate service requests and communicate requirements to service providers. Track vendor attendance, timesheets, and service delivery documentation. Conduct regular vendor performance reviews and feedback sessions. Report vendor performance issues and coordinate corrective actions. Assist with vendor onboarding and orientation to facility requirements. Maintain vendor compliance records including insurance certificates, licenses, certifications, and trade qualifications. Manage vendor escalations and dispute resolution processes. Coordinate technical certifications and equipment-specific training requirements for contractors.

Service Quality & Compliance Management

Implement and monitor service level standards for all facility services. Conduct quality inspections and maintain inspection checklists and reports. Address service deficiencies promptly and follow up on corrective actions. Respond to occupant requests, complaints, and feedback regarding facility services. Maintain high standards of cleanliness, presentation, and service delivery. Verify technical work completion and quality before sign-off. Implement continuous improvement initiatives based on feedback and observations. Ensure adherence to organizational policies, procedures, and governance requirements. Monitor compliance with service contracts and specifications. Verify compliance with technical standards, building codes, and manufacturer specifications.

Documentation & Records Management

Maintain comprehensive facility services records, logs, and documentation systems. Process work orders and service requests through facility management systems (CMMS/CAFM). Document service incidents, non-conformances, and corrective actions taken. Track consumables inventory including cleaning supplies, pantry items, and amenities. Maintain equipment registers, asset lists, and technical specifications. Document maintenance history, service records, and warranty information. Maintain audit trails for inspections, quality checks, and service delivery. Coordinate supplies ordering and ensure adequate stock levels. Prepare regular reports on service delivery, incidents, and performance metrics. Maintain vendor contracts, insurance certificates, and compliance documentation. Archive historical records and ensure data integrity and accessibility. Maintain technical drawings, equipment manuals, and as-built documentation.

Budget & Financial Governance

Support budget tracking and invoice processing for facility services. Monitor expenditure against approved budgets and highlight variances. Review vendor invoices for accuracy and compliance with contracted rates. Track cost trends and identify opportunities for efficiency improvements. Maintain financial records and support audit processes. Assist in budget preparation and forecasting for facility services. Monitor technical service costs including emergency call-outs and breakdown repairs. Ensure proper financial controls and approval processes are followed. Identify cost-saving opportunities through preventive maintenance and service optimization.

Health, Safety & Regulatory Compliance

Ensure compliance with health and safety regulations for all facility services activities. Monitor proper use of cleaning chemicals, equipment, and safety procedures. Oversee contractor safety compliance including permits to work and risk assessments. Conduct safety briefings with service providers and maintain safety records. Report safety incidents, near misses, and hazards promptly. Maintain incident logs and investigation documentation. Support emergency preparedness including evacuation procedures and crisis response. Ensure proper waste segregation, recycling programs, and environmental compliance. Monitor regulatory requirements for technical systems including fire safety, lifts, and pressure systems. Conduct risk assessments for facility services operations. Verify contractor licensing and certification compliance for technical trades. Maintain records of statutory inspections and compliance certifications.

Work Order & Request Management

Manage facility management system (CMMS) for tracking all service requests and work orders. Prioritize incoming requests based on urgency and impact. Assign work orders to appropriate vendors or internal teams. Monitor work order status and follow up on pending items. Communicate progress updates to requestors and stakeholders. Close completed work orders with proper documentation and verification. Generate work order reports and analyze trends in service requests. Identify recurring issues requiring permanent solutions. Maintain response time metrics and service level compliance. Coordinate planned versus reactive maintenance activities.

Occupant Services & Experience

Act as first point of contact for occupant inquiries related to facility services. Coordinate special requests for events, meetings, and workplace activities. Manage meeting room bookings, setup requirements, and catering arrangements. Support workplace hospitality and visitor experience initiatives. Conduct occupant satisfaction surveys and implement feedback. Build positive relationships with building occupants and department representatives. Develop service improvement plans based on user feedback and emerging needs. Communicate planned maintenance activities and potential service disruptions proactively.

Project Support & Continuous Improvement

Assist with facility services transitions, vendor changes, and service improvements. Support office moves, workspace reconfigurations, and setup activities. Coordinate deep cleaning projects, carpet cleaning, and specialized services. Assist with facility events, corporate functions, and special programs. Support small capital projects and equipment upgrades. Participate in facility improvement initiatives and workplace enhancement projects. Identify inefficiencies and recommend process improvements. Benchmark services against industry standards and best practices. Lead or support service optimization initiatives. Implement lessons learned and best practices from completed projects.

Required Qualifications

Education: Diploma or Bachelor's degree in Facility Management, Engineering Technology, Building Services, Business Administration, or related field. High school diploma with relevant technical and facility services experience may be considered.

Experience: 5-7 years of experience in integrated facility services, combining soft services coordination with technical services support. Experience in commercial office buildings, corporate facilities, industrial sites, or multi-tenant environments. Background in vendor coordination, service delivery operations, and performance monitoring. Demonstrated experience with governance, compliance monitoring, or quality assurance. Exposure to building systems maintenance and work order management. Customer service experience in a corporate or professional environment. Experience managing service level agreements and performance metrics.

Technical Knowledge: Understanding of housekeeping operations, cleaning standards, and industry best practices. Familiarity with workplace services including reception, mail services, and amenity management. Basic technical knowledge of building systems including HVAC, electrical, plumbing, and lighting. Understanding of preventive maintenance principles and equipment servicing requirements. Ability to interpret basic technical documentation, service reports, and maintenance logs. Knowledge of governance frameworks, SOP development, and quality management systems. Understanding of KPI development, performance monitoring, and reporting methodologies. Knowledge of health and safety requirements for facility and technical services. Proficiency with CMMS (Computerized Maintenance Management Systems) or CAFM platforms. Knowledge of inventory management and supplies coordination. Understanding of building automation systems and energy management concepts preferred.

Governance & Compliance Skills: Ability to develop and implement standard operating procedures and service standards. Experience conducting audits, inspections, and quality assessments. Strong documentation and record-keeping capabilities. Understanding of compliance requirements and regulatory frameworks. Knowledge of vendor management best practices and contract administration. Familiarity with performance measurement and continuous improvement methodologies. Experience with reporting tools and dashboard creation. Understanding of statutory compliance requirements for building systems.

Skills: Strong organizational and multitasking abilities with exceptional attention to detail. Excellent communication and interpersonal skills across all organizational levels. Customer service orientation with analytical and problem-solving mindset. Ability to coordinate multiple vendors and service providers simultaneously. Technical aptitude with ability to understand basic building systems and maintenance requirements. Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), particularly Excel for data analysis and reporting. Report writing and documentation skills with ability to present findings clearly. Data analysis capabilities to identify trends and insights from performance metrics. Ability to work independently and prioritize tasks effectively. Professional demeanor and presentation skills. Flexibility to adapt to changing priorities and urgent requests. Process-oriented thinking with focus on standardization and efficiency. Basic troubleshooting and problem diagnosis abilities.

Personal Attributes

Strong attention to detail and quality consciousness. Proactive approach with ability to anticipate needs and identify issues before escalation. Professional and courteous demeanor with all stakeholders. Team player with collaborative working style. Resilient and calm under pressure with strong problem-solving abilities. Service-minded with commitment to excellence and continuous improvement. Reliable and trustworthy with strong work ethic and integrity. Adaptable to changing environments and requirements. Analytical mindset with ability to translate data into actionable insights. Process-driven with focus on standardization and best practices. Technical curiosity and willingness to learn about building systems. Decisive with ability to prioritize competing demands effectively.

Working Conditions

Standard business hours Monday to Saturday, with flexibility for early morning or evening service coordination. On-call availability may be required for emergency technical or service issues. Occasional weekend work may be required for special events, audits, projects, or emergency response. Office-based with significant time spent conducting facility inspections, vendor coordination, and documentation. Fast-paced environment with multiple concurrent priorities requiring effective time management. Interaction with diverse stakeholders including occupants, vendors, management, technical contractors, and external auditors. May require flexibility for urgent service issues, technical emergencies, compliance matters, or occupant needs. Regular use of computers for documentation, reporting, and analysis. Exposure to mechanical rooms, plant areas, and technical environments.

Key Performance Indicators

Occupant satisfaction scores and feedback ratings. Service delivery compliance and quality audit results. Vendor performance ratings and SLA adherence metrics. Response time to service requests and issue resolution rates. Cleanliness and presentation standards maintenance scores. Technical service response times and first-time fix rates. Equipment uptime and preventive maintenance completion rates. Cost management within assigned budget parameters. Incident reporting accuracy and safety compliance metrics. Completion rates for inspections, audits, and quality checks. Timeliness and accuracy of performance reports and documentation. Number of process improvements implemented. Governance compliance rates and audit findings. Non-conformance identification and resolution rates. Work order completion rates and backlog management. Energy consumption trends and efficiency improvements.

Reporting Structure

Reports to: Facility Manager, Operations Manager, or Integrated Facilities Manager

Interfaces with: Building occupants, department heads, technical vendors, soft services contractors, security teams, reception staff, housekeeping supervisors, maintenance technicians, facility management team, procurement, finance, health & safety personnel, engineering consultants, and compliance auditors.

Location:

On-site –Mumbai, MH

Scheduled Weekly Hours:

48

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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