Technical Operations Lead

About ISS:

ISS is a leading workplace experience and facility management company, provides placemaking solutions that contribute to better business performance and makes life easier, more productive, and enjoyable – delivered to high standards by people who care.

The ISS Group was founded in Copenhagen, Denmark in 1901 and has grown to become one of the world's leading Facility Services companies with presence in over 30 countries across Europe, Asia, North America, Latin America and Pacific. ISS, today, is the world's fourth largest private employer serving thousands of both public and private sector customers.

As a global company with a heritage of fairness, equality, and inclusion, we empower all our people to deal with problems and opportunities when they arise. From our origins in 1901, we have been a people organisation with a strong belief that individuals who work together make a difference.

ISS India has been operating since 2005 and has grown to over 44,000 employees. With over 1,000+ clients, managing 180 million square feet of blue-chip facilities, serving over 750k+ meals per day, securing and guarding over 2500 facilities, we have a presence in 150+ cities across 21 States. ISS India is today a significant player in the Facility Management & Professional Services industry in India.

Summary

We need a mid‑senior, hands‑on workplace technology operations professional with experience running KTLO services across large, multi‑site office environments in India. This person should have a proven track record delivering stable operations, managing major incidents, and executing capital technology projects in live offices, while effectively managing vendors and commercial processes. The ideal resource combines strong financial and operational discipline with excellent stakeholder engagement and the ability to translate technical issues into business outcomes. This is a high‑visibility ownership role with scope to modernize workplace technology and directly influence on‑ground outcomes with senior leaders.

Key Responsibilities

• Keep The Lights On & Daily Operations

Ensure all CRES technologies across India sites operate 24/7 with zero business disruption. Own daily health checks, preventive maintenance schedules, and proactive issue resolution to maintain optimal system performance.

• Stakeholder Management

Act as the primary technology interface for Tech leadership, project leads, site leads, business heads, and regional leadership. Manage expectations proactively, communicate risks early and transparently, and build long-term trust through consistent delivery and partnership.

• CRES Tech enablement for new sites/refurbishments/enhancements (Capital Projects)

Own technology capital projects from conception to completion — including scoping, business case development, vendor selection, delivery execution, commissioning, and handover. Maintain detailed project plans, track critical milestones, and manage scope changes effectively.

• Vendor & Multi-Vendor Coordination

Manage a complex multi-vendor ecosystem with precision — setting clear performance expectations, conducting quarterly business reviews (QBRs), resolving escalations swiftly, and ensuring contractual compliance across all technology service providers.

• Procurement & Commercials

Partner closely with sourcing and procurement teams on Contracts/SoWs/Workorder, purchase orders, and invoice management. Maintain accurate annual forecasts, manage OPEX/CAPEX budgets, track spend versus actuals, and actively support annual budgeting and planning cycles.

• Incident Management

Serve as the primary escalation point for all technology incidents at India sites. Lead end-to-end incident response — including triage, cross-functional coordination, resolution, and post-incident reviews — ensuring strict SLA adherence and minimal impact to business operations.

• Reporting & Visibility

Maintain accurate, real-time reporting dashboards covering uptime metrics, incident trends, project status, and budget utilization. Deliver clear executive summaries and comprehensive weekly/monthly MIS reports to senior stakeholders and leadership.

• Continuous Improvement

Proactively identify operational gaps and inefficiencies. Propose technology enhancements and drive initiatives that elevate colleague experience and site reliability. Document and standardize processes, create operational runbooks, and embed best practices.

Experience & Background

1. Experience in technology operations, workplace technology, IT support, or facilities technology roles
2. Proven hands-on experience managing workplace technologies in corporate environments
3. Experience working in multi-vendor environments and coordinating with external service providers
4. Exposure to capital project execution — installations, testing, and commissioning activities
5. Familiarity with ITSM tools (JIRA, ServiceNow) and incident management processes

Key Traits Required

• Ownership Mindset Takes full accountability for outcomes
• Go-Getter Attitude Self-motivated and results-driven
• Senior Stakeholder Savvy Confident engaging with leadership
• Detail-Oriented Nothing falls through the cracks
• Excellent Communicator Clear, concise, and confident
• Collaborative by Default Team player who builds bridges
• Calm Under Pressure Thrives during critical incidents
• Hands-On When Needed Not afraid to get into the details
• Commercially Aware Understands budgets and business impact
• Proactive Problem Solver Anticipates and prevents issues
• Process Builder Creates structure and avoids repeatability
• Positive Energy Brings enthusiasm and optimism