From Aspiring Air Hostess to Soft Services Leader

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As the Chief Executive Officer at Denali Management Services, Pawan is responsible for driving Denali's transformational vision towards a world-class integrated township and city management company. An entrepreneur at heart, he took a leap of faith to pursue his dream of helping businesses & start-ups nurture and fulfil their vision. He is driven with passion and purpose, a passion to develop expertise in business models, strategies, and financial operating plans with the purpose of driving any task at hand fearlessly and fervently across varied roles. He clubs his passion for technology-driven solutions with his expertise in Facility Management Services & Projects to conceptualise and deliver transformational services in Asset Management. In his previous assignments, he has led and inspired teams in facilities management, procurement, and real estate management at leading corporates such as Jones Lang LaSalle, Tatweer, and ABN Amro. He is a result-oriented professional who leads by example and is a proactive, innovative solution provider.

                                                           Mr. Pawan Koyal , CEO

                                                   

As Head of Operations, he is at the helm of all operations across Denali campuses. His role includes Strategic Business Planning, Functional Strategy for Property & Asset Management, Building Operations & grounds Maintenance, Business Development, Projects, Fit-outs and renovations, Supplier Management, Security – (Physical & Electronic Security), Innovation & Quality control for all Denali managed properties. He is an experienced professional with over 18 years of experience managing facilities across the Asia Pacific in Corporate Real Estate and Facility Operations and management. His knowledge extends to Mergers and acquisitions, IFM (Integrated Facility Management), Transition management, linear operating models, Project Workplace Strategies, Process efficiency and implementation, COE, Risk management, Business Continuity Plans, Profit and loss, and cost optimisation.

                 Mr. Shishir Prasad, Director & Head of operations

Suma Sivaraman's Success Journey;

Suma Sivaraman’s journey to becoming the Assistant General Manager of Soft Services at Denali Management Services exemplifies resilience and adaptability. Initially aspiring to be an air hostess, her plans changed due to her mother's ill health. Undeterred, she turned her focus to the hospitality ..industry, driven by a passion for soft services and accommodation management. "Soft service is like an ocean," she says, appreciating the field’s vast opportunities. Throughout her career, she has held various leadership roles, showcasing her administrative, interpersonal, and communication skills. As the Assistant General Manager of Soft Service Operations at Denali Facility Property Management, my focus is on delivering service excellence and operational efficiency across all our properties in India. My leadership goals include ensuring comprehensive training and development for our team, implementing rigorous audits and quality control measures, and optimizing processes for enhanced efficiency. Additionally, I prioritize strong customer engagement, effective team leadership, and the adoption of sustainable and innovative practices to maintain our competitive edge. she leads soft service operations across India, focusing on training, audits, process enhancement, and customer engagement. Suma’s tenacity and passion for her field have paved the way for a successful career in an industry she loves.

Adapting Leadership Across Industries

With over twenty-three years of experience in the hotel, teaching, hospital, facility and property management, IT, and industrial sectors, Suma Sivaraman has honed her leadership approach to meet each industry's unique demands. Her primary focus is on customer satisfaction. "My confidence level allows me to face any challenge," she asserts, highlighting the importance of experience and talent. She emphasizes the safety and security of employees, clients, and tenants, ensuring employee hygiene, maintaining a clean, neat, and pleasant environment, and effectively handling various machinery. Her approach includes sustainable landscaping practices, such as water management, native plant selection, and seasonal planting, along with implementing recycling programs and waste reduction initiatives. She trains her team to handle escalations efficiently, pays attention to detail, and upholds ethical work practices to standardize and sustain operations. "Our job requires a strong work ethic, and we need to act as mediators between staff and clients, ensuring alignment with the company’s goals and regulations," she explains.

Suma’s academic background in sociology, hotel management, and health education has provided a strong foundation for her career. Her journey from working in the hotel industry to teaching at Srinivas College of Hotel Management as a head of department and cultural adviser, then becoming a facility head at the Nokia factory, followed by roles at Cognizant, Mindtree, and Dell, showcases her versatility and dedication. "My father was a professor at IIT, and I did my schooling at KVIIT, Madras, before graduating from Annamalai University and earning a diploma in hotel management from Assan Memorial I.H.M.C.T., Chennai, and a Certificate in Health Education," she shares. These qualifications equipped her with a robust theoretical and practical skill set, enabling her to excel in dynamic work environments.

Rephrase - Embracing Innovation and Sustainability

At Denali, Suma Sivaraman stays ahead of industry advancements by incorporating cutting-edge technology, promoting sustainability, and focusing on high-quality service delivery. She emphasizes process streamlining and cost-effectiveness while setting industry benchmarks. "We are always adapting to nature and promoting sustainability," she notes. One of her significant achievements is the implementation of the Zero Waste Program and the Green Clean Practice using the right products and practices, as well as the Energy Control Program, reflecting her commitment to sustainability. "We educate our team to minimize wastage, manage water resources, plant and maintain trees, and save energy," she explains. These initiatives not only enhance operational efficiency but also align with global sustainability goals.

Suma’s proactive approach to client communication, feedback, and transparency ensures high customer satisfaction and engagement. "Being transparent and clear with clients is crucial," she states. Her leadership style fosters a supportive and motivating environment for her team, focusing on training, development, and conflict resolution. "Strong work ethics, training, and development, and ensuring fairness in addressing staff concerns are essential," she emphasizes. This approach has helped her build and maintain strong client relationships, a key factor in the success of Denali’s diverse client base.

Vision for the Future and Advice for Aspiring Professionals

Looking ahead, Suma Sivaraman aims to further integrate green practices and reduce environmental footprints within Denali’s soft services division. Her goal is to align these initiatives with Denali’s vision of becoming the first fully integrated Township/Smart City Management Company. "We aim to enhance cleanliness while reducing environmental impact through increased green practices," she outlines. Suma’s vision includes continued innovation and sustainability, driving Denali towards a future where eco-friendly practices are the norm.

She advises aspiring professionals entering the facility management and soft services industry to approach their careers with passion, patience, dedication, hard work, and openness to new ideas and creativity. "Embrace challenges with enthusiasm and always strive for excellence," she advises. Suma’s accolades, such as the India Business Excellence Award 2024 for Best Administrator & Management Professional, underscore her achievements and commitment to the field.

Suma’s career underscores the importance of continuous learning and adaptability. "I encourage young professionals to explore this dynamic field," she says, advocating for an industry she is deeply passionate about. Her journey from aspiring air hostess to a leader in soft services and facility management serves as an inspiring example of how determination and embracing change can lead to a rewarding and impactful career.

Suma Sivaraman exemplifies how adaptability, continuous learning, and a commitment to excellence can shape a fulfilling career in soft services and facility management. Her journey reflects resilience in the face of challenges and a dedication to making a positive impact in her industry. As she guides Denali Management Services towards a sustainable and innovative future, Suma’s leadership will undoubtedly leave a lasting mark on the industry and inspire future generations of professionals.

Denali actively promotes continuous learning with open subject knowledge training for employees. The company cultivates a vibrant culture that motivates participation in various competitions, such as the British Council Awards, BW (Business World) Awards, and iNFHRA's Corporate Excellence Conference & Awards across Bangalore, Chennai, and Hyderabad sites (Golds & Silver Awards). These efforts have garnered recognition and awards for Denali in these prestigious competitions.