Why This Role Exists
The China EaaS businessis at a growth inflection point. Our commercial pipeline is expanding rapidlyacross major enterprise clients in Shanghai, Beijing, and Shenzhen — spanningengineering services, energy management, building systems, and integrated workplacesolutions.
As the business scales,the need for a dedicated operational backbone has become clear. This roleexists to connect commercial momentum with delivery capability — translatingpipeline wins into structured, well-resourced, on-time execution across all activeEaaS accounts.
Think of this person asthe bridge between what we sell and what we deliver. The EaaS OperationsManager owns the engine room: resourcing plans, workload allocation, deliveryschedules, and the operational rhythm that keeps every account performing.
Job Summary
The EaaS OperationsManager is responsible for the end-to-end operational performance of the ChinaEaaS business. This includes resource planning against the active pipeline,workload management across EaaS functions, delivery scheduling, vendor cost discipline,and account P&L health — ensuring the business can consistently deliver onits commitments to enterprise clients.
The role works in closecoordination with the EaaS commercial team, account delivery leads, finance,and the Managing Director Greater China. It requires both strategic thinkingand direct accountability for execution — someone equally comfortable designinga resourcing framework and sitting in a site delivery review.
Key Responsibilities
1. Resourcing & Capacity Planning
- Develop and maintain a structured resourcingplan for all active and incoming EaaS accounts in China — matching headcountand capability to pipeline demand
- Build and manage the EaaS delivery team acrossengineering, MEP/BMS, energy, and workplace services functions — includingrecruitment sequencing, onboarding, and capability development
- Forecast resource requirements against thecommercial pipeline on a rolling basis, identifying gaps before they becomedelivery risks
- Coordinate with HR and Talent Acquisition toprioritise and fill critical delivery roles as the pipeline grows
- Define and apply EaaS gearing ratios to ensureresourcing remains commercially sustainable as the business scales
2. Workload Management & Delivery Scheduling
- Own the allocation of work across the EaaSdelivery team — ensuring the right people are assigned to the right accounts atthe right time
- Establish and maintain a delivery scheduleacross all active accounts, aligned to client SLAs and commercial commitments
- Monitor workload balance across the team,resolving over-allocation or under-utilisation proactively
- Act as the operational escalation point fordelivery issues across all China EaaS accounts — bridging account teams anddelivery staff
- Govern the service ramp-up process for all newaccount go-lives, ensuring structured handover from commercial to delivery
3. Pipeline Execution & Commercial Alignment
- Maintain a clear line of sight between theEaaS commercial pipeline and the delivery team's capacity — ensuring no win isaccepted without a credible delivery plan behind it
- Work alongside the EaaS commercial team todevelop delivery cost models for new opportunities, protecting margin beforecontract signature
- Track pipeline-to-delivery conversion and flagoperational risk where commercial ambition outpaces delivery readiness
- Participate in client presentations andmobilisation planning where operational credibility is required
4. Vendor Economics & Self-PerformOptimisation
- Manage the vendor and subcontractor ecosystemacross EaaS accounts — ensuring cost discipline, performance standards, andcontractual compliance
- Drive a progressive shift from outsourceddelivery toward self-perform models where commercially appropriate, improvingmargin and service control
- Establish vendor ratio targets for eachaccount and track progress quarterly
- Ensure all vendor costs are recoverable andaccounted for within account P&Ls — no unplanned cost absorption
5. P&L Stewardship & PerformanceReporting
- Own the operational cost base of the ChinaEaaS business — working with finance to maintain accurate forecasting andmonth-end reporting
- Monitor account-level P&L health,identifying margin risks early and driving corrective action
- Produce and maintain a live operationaldashboard covering accounts, resourcing, delivery status, vendor exposure, andfinancial performance
- Support the Managing Director with regularbusiness reviews — APAC leadership reporting, client MBRs, and internalperformance updates
6. AI-Enabled Operational Efficiency
- Champion the use of AI and digital tools toimprove operational efficiency across scheduling, resourcing, reporting, andclient communication
- Identify and implement AI-enabled workflowsthat reduce manual overhead and improve the accuracy and speed of operationaldecision-making
- Build team capability in AI literacy — leadingby example and embedding practical AI use into day-to-day operations
- Work with CBRE's regional digital andinnovation teams to ensure China EaaS is a showcase for technology-enabled FMand engineering service delivery
7. Governance, Compliance & StakeholderManagement
- Establish a consistent operational rhythmacross all China EaaS accounts — weekly delivery reviews, monthly MBR inputs,and quarterly performance submissions
- Ensure full statutory and regulatorycompliance across all sites, including safety standards, labour law, and CBRE'sinternal policy framework
- Act as local executive sponsor for client ordelivery escalations beyond account-level resolution
- Represent China EaaS Operations in regionalreviews with APAC sector leadership
Essential Leadership Behaviours
- Bridges commercial and operational thinking —equally credible in a client conversation and a delivery team review
- Owns problems rather than escalating them —surfaces issues early and arrives with solutions, not just questions
- Builds trust across a matrix organisation —finance, HR, BD, and site delivery teams all need to rely on this person
- Comfortable with ambiguity and pace — canbuild structure while the business continues to scale around them
- AI-curious and digitally confident — willingto experiment with new tools and bring the team along for the journey
- Direct and transparent with leadership — nosurprises, no sitting on issues
Qualifications & Experience
Education
- Bachelor's or Master's degree in Engineering,Facilities Management, Business, or a related field
- Minimum 10 years of experience in FM,engineering services, or IFM operations — with at least 3 years in a seniordelivery or operations leadership role in China
RequiredExperience
- Proven track record managing multi-site,multi-account delivery operations across China in an EaaS, engineeringservices, or integrated FM context
- Demonstrated ability to build and scaledelivery teams — including resourcing plans, recruitment sequencing, andstructured onboarding
- Strong commercial acumen — able to read andmanage to a P&L, understand cost drivers, and protect margin through thedelivery process
- Experience managing vendor relationships andtransitioning delivery models from outsourced toward self-perform
- Solid knowledge of China labour law, statutorycompliance, and site safety regulations across engineering and FM operations
- Experience resolving complex account or vendordisputes with client-facing diplomacy and internal accountability
AI& Digital Capability
- Demonstrable interest in and practicalexperience with AI tools applied to operational contexts — scheduling,workforce planning, reporting, or workflow automation
- Willingness to champion AI adoption within theteam and build practical digital capability at all levels
- Experience with data-driven performancemanagement — dashboards, KPI tracking, and real-time operational visibility
Language& Communication
- Excellent communication skills in bothMandarin and English — written, verbal, and executive presentation
- Able to communicate complex operationalsituations clearly and concisely to senior stakeholders
