Workplace Service Delivery Specialist

Accenture in India; Kolkata District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Accenture Workplace Solutions is seeking a high-impact Workplace Facility Management Specialist (CL-9) to lead integrated facilities operations from Kolkata. The role focuses on vendor management, compliance, real estate coordination, safety, and sustainability, driving service quality and employee experience.

You will manage budgets, drive improvements with service partners, oversee engineering services, and ensure business continuity while coordinating with Legal, HR, and Finance teams in a

Qualifications

• 8–10 years of experience in facility management and administration in IT/ITES sectors.
• Graduate or postgraduate in any discipline; electrical/mechanical engineering or MBA adds advantage.
• Must have: experience in integrated facility management and administration.

Responsibilities

• Plan, manage, and oversee day-to-day workplace operations for assigned locations.
• Conduct reviews with service partner teams and ensure delivery meets corporate standards.
• Manage budgets and vendor performance using SLAs, KPIs, OLAs, and other tracking mechanisms.
• Oversee engineering, maintenance, safety, and compliance across sites.
• Lead workplace experience initiatives and support sustainability and EHS goals.

Skills

Integrated Facility Management

Administration

Education

Graduate/Postgraduate in any discipline

Electrical/Mechanical Engineering or MBA

Tools

Microsoft Office

Power BI

Job description

Job Description – Workplace Facility Management Specialist (CL-9)

Job Requisition ID

Job Title

Workplace Facility Mgmt Specialist

Management Level

CL – 9 (Specialist)

Work Location

Kolkata

Must have Skills

Experience in Integrated Facility Management and Administration

Good to have Skills

Microsoft office, Power BI

Experience

Min 8 - 10 years of experience in Facility management and administration with IT/ITES Sectors.

Educational Qualification

Graduate/Postgraduate in any discipline. An engineering degree in Electrical/Mechanical or a full time MBA or both would be an added advantage.

Department

Accenture Workplace Solutions, Corporate Functions

Job Summary

Workplace Operations is responsible for overseeing the day-to-day management of integrated facilities across assigned locations, ensuring seamless delivery of services aligned with business needs, compliance requirements, and corporate standards. The role involves managing vendor performance, engineering services, statutory compliance, real estate coordination, audits, and stakeholder engagement. The candidate will also lead workplace experience initiatives, support sustainability and EHS goals, drive team development, and ensure smooth operations during business continuity or crisis situations. A strong focus on service quality, operational efficiency, and client satisfaction is essential. The role is instrumental in creating a productive, safe, and engaging workplace environment that enhances employee experience and supports business continuity.

Role And Responsibilities

Integrated Facility management

• Plan, manage, and oversee day-to-day workplace operations for assigned locations.
• Conduct daily/weekly/monthly/quarterly service reviews with service partner teams. Ensure delivery of daily onsite facility management services including asset management, engineering, building maintenance, cleaning, office services, mail delivery, logistics and storage services.
• Ensure workplace operations meet or exceed service delivery and corporate standards in line with global/local policies.
• Drive the Service Partner to execute the deliverables as per the agreed scope of works and review the performance as per schedule.
• Manage operating and capital budgets in coordination with site operations and commercial teams for geography or location.
• Govern Service delivery partner and vendor performance using SLAs, KPIs, OLAs, and other tracking mechanisms.
• Maintain high service quality by identifying weak areas and implementing corrective actions.
• Monitor and document MIS/reporting processes, including weekly/fortnightly/monthly /quarterly calendars.
• Deploy global changes to policies, operating models, and best practices.
• Maintain a healthy working environment, and foster employee productivity by ensuring a functional, safe, and engaging workplace.

Engineering and Technical Services

• Oversee engineering infrastructure and keep a track of service partners performance by reviewing the uptime of all engineering assets and performance as per agreed OLA’s.
• Collaborate on R&M planning, and drive OPEX/CAPEX initiatives aligned with sustainability and safety.
• Track and manage M & E Opex and Capex budgets for engineering services efficiently.
• Support implementation of sustainability and energy efficiency initiatives.

Statutory Compliance and Risks

• Ensure compliance with all statutory norms and third-party vendor (TPV) legal requirements.
• Liaise with all stakeholders/teams who are part of the process: Legal, HR, TPV, AEE, Contract Management, and Commercial teams to fulfil obligations.
• Track license renewals (e.g. lifts, fire NOCs, building safety, water quality, etc.).li>
• Maintain documentation for health, safety, and environment-related regulations.
• Lead responses to all audits—internal, external, client, statutory, and process audits covering the workplace operations.

Corporate Real Estate (CRE)

• Engage with landlords on all operational issues and lease terms on a monthly basis.
• Ensure all contractual obligations are being fulfilled by both parties.
• Escalate RE MSA or CAM related issues or violations to CRE leads.
• Support site selection and site disposition and extend all necessary support to Workplace leads, CRE POC, Controllership and Procurement, including risk-free handovers and formal process closure.
• Coordinate with CRE, procurement, and finance during acquisition/disposition.

Workplace Governance and Client Relationship Management

• Conduct structured CRM connects with key business stakeholders (DU Leads, MDs, SDLs, etc.).
• Present KPI delivery metrics and track escalation resolution within a reasonable time frame (SNOW, M & E, Events, Travel, etc.).
• Monitor and drive monthly client engagement activities (townhalls, bay walks, FGDs).
• Maintain strong client satisfaction by acting on feedback and enabling resolution of workplace issues.

Security, EHS, and Business Continuity

• Oversee physical and electronic security controls, including CCTV, access controls, and fire safety.
• Lead response efforts during BCP or crisis events and participate in LMT calls.
• Ensure site compliance with EHS protocols and wellness standards.
• Supervise wellness facilities such as gyms, wellness rooms, ambulance support, etc.
• Good knowledge of ISO standards like ISO45K, ISO27001, ISO14K, ISO22301.

Cafeteria Management

• Oversee aggregator managed cafeteria operations and ensure compliance to the SLAs. Oversee vendor selection, hygiene and sanitation standards, and quality of food and ensure adherence to EHS and GAP standards, and other statutory compliance.
• Lead Food Committee Reviews and ensure feedback is acted upon by the vendor.
• Oversee licenses and documentation for food services.

Team Management

• Right-size direct and extended vendor teams; ensure role clarity and workload balance.
• Ensure timely completion of mandatory training programs for all personnel, both direct and TPV service partner teams.
• Deliver feedback and performance reviews to the team members and drive team engagement activities.
• Promote a culture of innovation and employee well-being.

Stakeholder Engagement & Special Events

• Extend support for high-profile visits, including global leaders and clients.
• Participate in showcasing workplace capabilities during such events.
• Liaise with SMT, P+ teams, and central/managed services (Events, CPSM, Travel) to ensure operational harmony.

Projects and Transitions

• Oversee seamless handover of newly completed WP projects into operations.
• Actively contribute during transition stages to ensure business readiness.

Professional & Technical Skills

• Strong leadership and team management skills with a track record of driving operational excellence.
• Strong organisational and planning skills with attention to detail.
• Proven experience in managing multi-disciplinary teams and external stakeholders.
• Effective communication (English, Hindi, and preferably Marathi) and interpersonal skills.
• Excellent problem-solving, decision-making, and negotiation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and reporting abilities (MIS, KPIs, OLAs).
• Crisis management and business continuity planning (BCP) experience.
• Change management and adaptability to global process changes.
• Strong presentation and documentation skills.
• Proficient in MS Office (Excel, PowerPoint, word, working knowledge of Power BI and Power Apps preferred.

Additional Information

• The ideal candidate should be a person of high integrity and moral values with strong leadership skills.
• This position is based out of Kolkata offices.