Head of Maintenance

Lenskart.com; Gurugram District; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Lenskart.com is seeking a seasoned maintenance and facilities leader to own the nationwide estate of 3000 stores. You will build and govern a national vendor network, define uptime SLAs, and drive the preventive calendar across hundreds of outlets.

This is a build role requiring hands-on CMMS and ticketing platform leadership, financial accountability for opex, and a scalable plan to reduce downtime while improving store experience. Based in Gurugram with significant travel.

Qualifications

• 12 to 18 years in maintenance or facilities, with at least 5 years leading the function nationally or across multiple regions for a multi-outlet consumer business.
• National third-party vendor network you built and governed: rate contracts, SLAs, scorecards, and willingness to exit non-performers.
• Ownership of a maintenance opex budget, and clear cost-per-site management.

Responsibilities

• Own the estate: all 3000 India stores and every asset inside them.
• Define a severity-graded SLA for uptime and the operating tooling to meet it.
• Oversee the vendor network with national/regional contracts and performance scorecards.
• Build the preventive maintenance calendar with service schedules and condition-based interventions.
• Be the business owner of our maintenance platform, including data model, escalation logic and reporting.
• Manage annual maintenance opex with a mandate to drive cost visibility and reductions.

Skills

Maintenance leadership

National scope

Vendor management

CMMS familiarity

Education

Engineering background (Electrical/Mechanical/Civil)

Tools

CMMS

Ticketing platforms

Job description

Lenskart has 3000 stores across 700 cities in India. 300 of them opened in the last twelve months. We are hiring the person who will keep every one of them trading.

Every hour a store runs with a dead air conditioner, dark signage or a broken clinic room is revenue we never see. Today those failures land as tickets in our new maintenance platform, but we do not close them fast enough yet, and we do not yet know which of our vendors are genuinely good. That is the job.

This is a build role, not a caretaker role. The tooling is new, the vendor network is unconsolidated, and there is no playbook to inherit.

WHAT YOU WILL OWN

• The estate: all 3000 India stores and every asset inside them, from HVAC, electrical, lighting and signage to glazing, furniture, plumbing, clinic infrastructure and fire safety systems.
• Uptime: a severity-graded SLA for every category of failure, and the operating machinery to hit it.
• The vendor network: national and regional rate contracts, coverage across 859 cities, performance scorecards, and the authority to consolidate or replace.
• The preventive calendar: asset registers, service schedules, and condition-based intervention on the highest-failure categories.
• The maintenance platform: you are the business owner of our ticketing tool, its data model, escalation logic and reporting.
• The budget: annual maintenance opex for the estate, with a mandate to make cost per store visible and then bring it down.
• The team: a national structure of regional maintenance managers and field engineers, largely yours to design and build.

HOW YOU WILL BE MEASURED

• Ticket resolution TAT against a published, severity-graded SLA. This is the primary measure of the role.
• Trading-impacting downtime, in store-hours lost, reported weekly and trending down every quarter.
• Repeat-fault rate: same store, same issue within 30 days. The only real proof that fixes are fixes.
• Vendor coverage: an SLA-bound vendor reachable within a defined response window for every pincode we trade in.
• Preventive maintenance compliance, and a measurable fall in emergency call-outs.
• Cost per store per month, benchmarked by format and city tier, reducing without trading off uptime.

WHAT YOU SHOULD BRING

• 12 to 18 years in maintenance or facilities, with at least 5 years leading the function nationally or across multiple regions for a multi-outlet consumer business: retail, QSR, pharmacy, banking or telecom. Scale matters more than sector. You should have carried responsibility for 500 or more live outlets.
• A national third-party vendor network you built and governed: rate contracts, SLAs, scorecards, and the willingness to exit non-performers.
• Ownership of a maintenance opex budget, and a clear account of how you moved cost per site without breaking service.
• Experience running the function on a system rather than on phone calls. CMMS, FM or ticketing platforms, and fluency in TAT, SLA and first-time-fix reporting.
• Real comfort operating in Tier 2 and Tier 3 India, where vendor depth is thin and you cannot fly a specialist in.
• Engineering background in electrical, mechanical or civil, or a facilities management qualification, preferred.

WHAT THIS ROLE IS NOT

• Not a plant, factory or utilities maintenance role. There is no production line here. This is a distributed retail estate of thousands of small sites, not one large one.
• Not a store projects or fit-out role. New store construction sits with our Projects team, whom you will work with closely.
• Not a single-city or single-region facilities job.

Based in Gurugram. Expect 40 to 50 percent travel. Reports to the Co-founder and CMO.