Maintenance Manager

Manager - Maintenance- Job Description

The Maintenance Manager is responsible for end-to-end maintenance across retail stores, warehouses, studios, and corporate offices. The role ensures timely issue resolution through a centralized ticketing system, effective vendor management, cost control, and risk management.

Responsibilities:

• Own and manage the centralized maintenance ticketing system as the single source for all maintenance requests.
• Ensure all store, warehouse, and office maintenance issues are logged, categorized, prioritised, and tracked through the ticketing system.
• Define and enforce SLA-based turnaround times based on issue criticality (business critical, customer-impacting, routine).
• Monitor ticket ageing, escalations, repeat issues, and closure quality.
• Ensure timely closure of tickets with proper documentation, photos, and approvals.
• Act as the primary point of contact between store managers, retail ops, and vendors for maintenance-related concerns.
• Partner with Stakeholders to assess impact on store operations.
• Proactively communicate ticket status, expected resolution timelines, and escalations to stakeholders.
• Manage a pan-India vendor network, monitor response time, and ensure adherence to SLAs and quality benchmarks.
• Negotiate AMCs, contracts, and commercials to optimise cost and service delivery.
• Review vendor performance using TAT, repeated issues, quality, cost.
• Plan and execute preventive maintenance schedules. Ensure statutory and safety compliance (fire safety, electrical audits, HVAC servicing, security systems).
• Validate vendor invoices against closed tickets, approved scope, and authorisations.
• Maintain accurate digital records of tickets, work orders, invoices, warranties, and AMCs..
• Prepare periodic MIS and dashboards covering ticket volumes & ageing, SLA adherence, vendor performance, cost trends, and repeat issues.
• Drive process and system improvements to enhance response time, visibility, and accountability.
• Train store teams on accurate ticket logging and prioritisation.

Candidate Profile:

• 58 years of experience in maintenance or facility management within retail / jewellery / fashion / or multi-store environments.
• Hands-on experience working with maintenance ticketing systems.
• Strong knowledge of electrical, HVAC, plumbing, civil, fire & safety, and security systems.
• Ability to analyse ticket data for trends, root causes, and cost optimisation.
• Strong stakeholder, vendor, and team management skills.
• High ownership, structured thinking, and ability to manage multiple priorities.