Job Description

Key Information: Location: Embassy 247 IT Park, Vikhroli, Mumbai Workplace Type - Hybrid, with flexibility of working from home once/twice a week Reporting to : Project Manager Experience level : 6- 8 years Primary stakeholders: Global Project Management team, Installation Team, Onboarding Team, Enterprise level clients Core skills we consider : Project Management, Change request management, client management, installation of projects at client site, hardware knowledge related to sensors Other skills we consider : (3As) Adaptability, Accountability and Attention to detail Shift : Cater to India, UK and US business hours About Freespace (afreespace.com): We re a workplace technology company helping organizations to achieve three key outcomes: Right size, right design: Enabling informed decisions using real-time data to achieve portfolio optimization and the right workplace design Smart building automations: Streamlining processes by simplifying complex seating requirements and through occupancy driven control and automation Exceptional employee experiences : Maximizing the benefits of the office by providing employees with the tools to find and reserve spaces, connect with each other and enjoy optimal working conditions To achieve these outcomes, we provide an integrated platform that delivers actionable workplace intelligence, through a real-time analytics platform, workplace sensors, employee experience app, signage and space management solutions. We have recently been recognized with a nomination for the IFMA New York Awards of Excellence in the Sustainability category, underscoring their achievements in fostering adaptive, efficient, and sustainable work environments. About Role As the Professional Services Team Lead, you will be responsible for leading a team of professionals in implementing change management, quality control, and operational processes to ensure the delivery of high-quality services and adherence to service level agreements (SLAs). You will play a key role in setting up and implementing processes and maintaining up-to-date documentation to establish standard operating procedures (SOPs) that promote uniformity and consistency in our practices. Additionally, you will lead by example, providing mentorship, motivation, and guidance to team members, while ensuring accountability for delivery performance and KPI adherence. Key Responsibilities Lead a team of professionals in implementing change management, quality control, and operational processes to drive excellence in service delivery. Implement and enforce SLAs and processes, monitoring performance metrics and taking proactive measures to ensure adherence and continuous improvement. Implement stringent Quality control practices, resulting in errorless deliverables. Implement and maintain comprehensive documentation of standard operating procedures (SOPs), ensuring uniformity and consistency in practices across the team. Maintain resource utilization as per set KPIs Plan resource utilization, delivery schedule and report back KPI on weekly basis Drive accountability for delivery performance and KPI adherence, setting clear expectations and providing ongoing feedback and support to team members. Lead from the front, providing mentorship, guidance, and support to team members, fostering a culture of continuous learning and development. Maintain transparency around delivery ETAs and solution feasibility, clearly communicating with clients and stakeholders to manage expectations effectively. Identify and escalate any non-fulfilment of necessary prerequisites from relevant stakeholders that may impact the timely delivery of professional services. Collaborate with cross-functional teams to identify opportunities for process improvements and operational efficiencies. Report weekly on resource utilisation, hours booked per task and billed Change requests. Evaluate actual effort vs hours allocated per deliverable. Qualifications and Experience Bachelor s degree in engineering, or a related field. Minimum of 6 years of experience in operations, delivery management Strong proficiency in SQL and data reporting tools with the ability to analyse complex datasets. Proven leadership experience, with a track record of motivating teams to achieve goals and exceed expectations. Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams. Strategic thinker with strong analytical skills and the ability to translate data into actionable insights. Exceptional organizational and planning abilities, with a keen attention to detail and the ability to manage multiple priorities effectively. The Person Highly accountable and responsible. Ready to work in US-UK business hours. Unafraid to own mistakes and brings best practice development derived from mistakes Outstanding communication and presentation skills (written and verbal) to all levels of an organization across globe Strong facilitation skills, Strong technical proficiency, especially relating to mobile applications, web applications and development, systems integration and product release and support requirements. Excellent organizational, tracking skills, and attention to detail. Excellent interpersonal skills - both business facing and Engineering Able to work flexible hours to support clients from various location across globe Works well as a part of a team Able to resolve problems quickly and calmly to achieve client goals Able to work flexible hours to support clients from various location across globe Freespace Global Perks Paid annual leave and public holidays to support your work-life balance. Paid sick leave if you should fall ill. Private Health Mediclaim cover & accidental benefit plan Access to funded training (internal/external) to support your career development Chance to refer friends and earn money through our generous Employee Referral Programme Global employee award program giving us the opportunity to recognize and celebrate success. Chance to get involved in shaping our culture by joining one of our Employee Resource Groups A creative and engaging company culture right across the business. Start Date: ASAP