Senior Specialist Workplace Services

Job Description: Sr. Specialist - Workplace Services

Position Title: Sr. Specialist - Workplace Services

Department: Corporate Real Estate / Integrated Facility Management (IFM)

Location: Site-specific (24/7 operations environment)

Role Purpose

The Sr. Specialist - Workplace Services is responsible forreal-time operations and on-ground execution of facility services during assigned shifts ensuring uninterrupted functioning ofhard services soft services safety and workplace experience. This role acts as thefirst point of contact for all operational issues escalations and emergencies ensuring quick resolution and adherence to SLAs.

Key Responsibilities

1. Shift Operations Management

Take complete ownership offacility operations during the assigned shift(day/night/rotational).

Ensure smooth functioning of all services without disruption.

Conductshift handover/takeover meetingsand maintain detailed logs.

Monitor real-time operations and address issues proactively.

Ensureadequate staffing and deploymentacross all services.

2. Hard Services Monitoring (Technical Oversight)

Monitor performance of critical systems:

o HVAC systems

o Electrical systems (DG UPS panels)

o Plumbing and water systems

o Fire & life safety systems

Ensureno downtime for critical equipmentduring shift.

Verify completion ofpreventive maintenance tasksscheduled during shift.

Coordinate with engineering teams for breakdown resolution.

Escalate critical technical issues to Facility Manager as required.

3. Soft Services Supervision

Supervise housekeeping cleaning pest control and support services.

Ensure cleanliness and hygiene standards across:

o Workstations

o Washrooms

o Cafeteria and common areas

Conduct periodic inspections and rectify gaps immediately.

Ensure proper waste management and disposal practices.

4. Work Order & Helpdesk Management

Monitor and managehelpdesk tickets / work ordersthrough CAFM systems.

Ensure timely assignment tracking and closure of service requests.

Maintain SLA adherence for all tickets.

Provide real-time updates to stakeholders on request status.

Analyze recurring issues and escalate for permanent resolution.

5. Client & Employee Experience

Act as thefirst point of contact (FPOC)for employees and client representatives during the shift.

Address queries complaints and service requests promptly.

Ensure readiness of:

o Meeting rooms

o Conference facilities

o Collaboration spaces

Support workplace experience initiatives.

6. Events & Client Visit Support

Coordinate logistics for:

o Client visits

o Leadership visits

o Internal events during the shift

Ensure arrangements for seating AV catering and housekeeping.

Provide on-ground support during events.

7. Safety Security & Emergency Response

Ensure strict adherence toEHS (Environment Health & Safety)protocols.

Act asIncident Commander during emergencies(fire medical security incidents).

Coordinate evacuation procedures and emergency response teams.

Conduct routine checks on:

o Fire safety equipment

o Emergency exits

o Safety compliance

Report and document incidents.

8. Compliance & Documentation

Ensure all operations during the shift comply with:

o Safety standards

o Statutory requirements

o Internal SOPs

Maintain shift records including:

o Incident reports

o Maintenance logs

o Attendance and manpower reports

Support audits by maintaining proper documentation.

9. Vendor & Contractor Supervision

Supervise on-site vendors and contractor staff.

Ensure adherence to:

o SLAs and KPIs

o Safety norms

o Work permits and compliance requirements

Verify work completion and quality of service.

Escalate vendor performance issues.

10. Builder / Landlord Coordination

Coordinate with building management for:

o Common area issues

o Utility disruptions

o Infrastructure support

Ensure timely resolution of landlord-related concerns.

11. ESG & Sustainability Execution

Support implementation of ESG initiatives such as:

o Waste segregation

o Energy conservation practices

o Water-saving initiatives

Ensure on-ground compliance with sustainability protocols.

Report deviations and improvement opportunities.

12. Training & Team Coordination

Ensure shift teams are:

o Properly trained

o Aware of SOPs and safety protocols

Conducttoolbox talks and shift briefings.

Guide and support junior staff and supervisors.

Ensure discipline grooming and professionalism of staff.

13. Reporting & Communication

Prepare and shareshift reports including:

o Incident summaries

o Downtime reports

o SLA performance

Escalate critical issues to Facility Manager and leadership.

Maintain effective communication across shifts.

14. Business Continuity Support (BCP)

Support execution ofBusiness Continuity Plansduring disruptions.

Ensure readiness of backup systems and contingency measures.

Coordinate during crisis situations.

Key Performance Indicators (KPIs)

SLA compliance for work orders

Incident response and resolution time

System uptime during shift

Housekeeping and hygiene audit scores

Safety compliance and incident-free operations

Stakeholder satisfaction during shift

Shift reporting accuracy and timeliness

Qualifications & Experience

Diploma / Bachelors in Engineering / Facilities / Hospitality / Related field

510 years of experience in Facility Management / IFM operations

Experience in24/7 operations environmentpreferred

Key Competencies

Strong operational and technical understanding

Quick decision-making and problem-solving

Excellent communication and interpersonal skills

Ability to handle emergencies and high-pressure situations

Team coordination and supervision

Customer-centric approach

Tools & Systems

CAFM / CMMS systems

BMS monitoring systems

Helpdesk tools

MS Excel / reporting tools

Working in an evolving healthcare setting we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions collaboration and the freedom to explore professional interests.

Our associates are given valuable opportunities to contribute to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits package. To learn more visit:

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