Lukmann Yeo
Service Operations Manager/Director
Singapore,Singapore
Summary
Coordinated facilitator of office and facility operations with agility in conflict resolution and 20 years of experience supporting all elements of building functions. Objective supervisor and supportive leader with compassion and conscientious attention to team and employee needs. Accomplished professional with process-oriented approach to configuration and critical systems maintenance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
Work History
Service Operations Manager – Major Projects & Volume Business
Kone Singapore Pte Ltd
7 2023 - Current
- Managed biggest portfolio for Kone Singapore Service Business
- Generated 1.5 million Singapore dollar worth of Variation works for full comprehensive contract
- Enhanced interdepartmental collaboration through regular meetings focused on shared goals/objectives and open communication, leading to increased overall efficiency.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Accountable for safety of employees and end-users, ensuring safety is a mindset without any compromises
- Responsible for high level of customer satisfaction
- Accountable for leading the Maintenance operations and ensuring the quality and profitability of service delivery
- Accountable for making sure that individual target setting and action planning takes place annually, and is followed-up in regular reviews
- Accountable for cascading the Front line and regional direction and targets
- Accountable for setting Individual Operations Plans for Maintenance Managers and support them in achieving their objectives
- Responsible for driving the deployment and following up the progress of KONE Way initiatives
- Sets, communicates and follows received orders and monetary value sales targets according to market potential and Front Line unit guidelines
- Ensures in collaboration with repair sales manager that the correct offering and value propositions are available and used by operations team
- Leads and coaches the team of Maintenance Managers and manages the performance of the team
- Ensures adequate resources to achieve the short and long-term targets of maintenance operations team
- Drives employee engagement initiatives
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Accountable for developing the competences of the maintenance operations team Customer focus
- Reported issues to higher management with great detail.
- Accountable that customer experience acceleration touchpoints are followed during the whole maintenance contract lifecycle.
Director Mobile Engineering Services SEA
Jones Lang Lasalle Property Consultants Pte Ltd
09.2022 - 07.2024
- Developed the Mobile Engineering team within South East Asia
- Review and remodel department by merging FM on Demand and Mobile Engineering team to create Mobile FM Services for Singapore Business
- Work closely with Country Heads, Regional Account Directors, Group Account Directors to solution existing solution to Mobile Team Solution
- Develop capabilities for self-performing maintenance activities
- Provide Solutions for new tenders
- Develop business growth revenue for the FM Mobile Services team from USD 800K to USD 2.4 Mil.
- Set Goals and Targets for Mobile Engineering Team
- Revolutionized preventive maintenance into predictive maintenance, resulting in improved asset reliability and reduced
- Monthly P&L and performance Reporting to APAC Head of FM and Engineering Services.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Head FM Platform Malaysia Singapore
Sodexo Singapore Pte Ltd
09.2019 - 09.2022
- Develop strategic roadmap for organizations' FM Business
- Integrate and develop standards, processes, procedures and guidelines for hard and soft services
- Development of support resource to improve sites and contract performance
- Revolutionize administrative burden for Operations team
- Develop Improvement level of standards and processes
- Central expertise for innovation in IFM
- Engage with Client Asset Management team to align and manage expectations
- Key stakeholder for Business Development team to ensure that it's effectively plan, scale and evaluate new business, including costing and due diligence processes
- Develop IFM Solution and penetrated manufacturing industry in Singapore. 1 FMCG, 2 Pharmaceutical and 1 Industrial manufacturing.
- Overview of new contract mobilization and transition and transfer new business operating systems and processes to operations teams
- Manage support for site teams in event of major challenges for hard and soft services
- Aligning FM Platform to support business objectives and strengthen team effectiveness
- Integrate and implement Group policies and strategies on efficient delivery and operational management of hard and soft services
- Ensure full compliance and governance to relevant legislation, codes and regulations and organizational guidelines, while fulfilling operational excellence
- Sponsor for deployment of Sodexos' global initiatives and processes at local level, including AMF, SSF, Maximo, SMS, Wando and any other tools
- Ensure that effective and efficient processes and systems are in place to drive superior performance that will value add to clients and customers.
- Self-motivated, with a strong sense of personal responsibility.
Engineering Manager APAC
Sodexo Services Asia Pte Ltd
01.2018 - 09.2019
- Lead the deployment and implementation of AMF and CMMS across the APAC region for Korea, Singapore, Malaysia, Thailand, Vietnam, Philippines & Indonesia
- Obtain certification for Asset Management ISO 55001 for Sodexo Malaysia & Client Schlumberger
- Support Soft Services Framework deployment across APAC region
- Develop innovative solutions and strategies to address operational issues and facilitate the successful implementation of global initiatives at APAC level
- Audit hard and soft service processes and outcomes, align with best practice and comply with statutory regulations, by benchmarking against industry standards and relevant legislation
- Act as the subject matter expert in hard services for the APAC region, and assist in improving the quality of services and contract profitability through developing new concepts and methodologies, and implementing a program of continuous improvement
- Support operations during the mobilization of new sites, including ensuring all relevant policies and procedures, and regulatory requirements are adhered to
- Provide a winning bid solution for largest Hard Services contract for Sodexo Singapore
Subject Matter Expert - Hard Services
Sodexo Singapore Pte Ltd
01.2015 - 12.2017
- Lead the deployment and implementation of AMF and Maximo across the SEA1 region, Singapore, Malaysia & Indonesia
- Develop innovative solutions and strategies to address operational issues and facilitate the successful implementation of global initiatives at the local level
- Ensure hard service processes and outcomes, align with best practice and comply with statutory regulations, by benchmarking against industry standards and relevant legislation
- Act as the subject matter expert in hard services for the Singapore region, and assist in improving quality of services and contract profitability through developing new concepts and methodologies, and implementing a program of continuous improvement
- Support operations during the mobilization of new sites, including ensuring all relevant policies and procedures, and regulatory requirements are adhered to
- Provide accurate, manpower, equipment and cost estimates for new tender bids, by developing and maintaining benchmarks for labor, materials and labor costs
- Develop cost-effective solutions for new bids that are tailored to the client, the contract, and the site
- In collaboration with other members of the Solution Centre (Malaysia and Singapore), HR, and FM Operations, develop and enhance Sodexo’s capabilities and reputation as a provider of high-quality Integrated FM services.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Served as a liaison between technical experts and business stakeholders to ensure alignment on project objectives and deliverables.
- Served as go-to expert for resolving technical challenges, enabling smoother project progression.
Facilities Manager
Synergy FMI Pte Ltd
10.2012 - 12.2014
- Part of the management team in setting up the business in FM services, focusing in Certifications, Business Development and Technology for organization
- Manage the operations of few engineering and FM projects
- Review Accounts Operational Cost Accrual and P&L justifications
- Provided directions to improve sites P&L and explored opportunities for cost savings
- Manage Team Development and deployment
- Manage, coordinated development and tested new systems
- Source out for new businesses opportunities and managed to obtained installation projects worth of SGD180k per year for 3 years.
- Reviewed and developed marketing materials
- Developed Solutions and proposals
- Spearheaded various Tenders, local and overseas
- Performed Technical Audit internal and external
- Performed Performance Audit for internal
- Spearheaded company project mobilization and set up
- Implement Integrated ISO system and obtain certification for ISO 9001, 14001 and 18001
Technical Officer, Engineer, Site Manager, Manager
Keppel FMO Pte Ltd
10.2006 - 10.2012
- Nominated to be part of Keppel Young Leaders Committee
- Set up a new business portfolio for the company
- Manage, coordinated development and tested new systems for operations
- Participate in FM Tenders, local and overseas
- Proposed and plan any new systems for implementation
- Research of energy management business and technology
- Manage Organization Operational Systems
- Manage sites IT Infrastructure, PC, IT Accessories & Computerize Systems
- Research, review and propose developments for KFMO Computerize Systems
- Manage Organization Systems Budgetary
- Review and propose for other Keppel Business Units request for System Development
- Manage System Developments for other Keppel Business Units
- Review Site Operational Cost Accrual and P&L Report and prepare justifications
- Manage Team Development and deployment
- Review and manage site risks performance
- Review and analyze fault reports
- Manage daily walkthrough conducted by Fault report department
- Review follow up on defect found during the inspection
- Manage work request (major A&A Works) preparations, coordination & execution
- Monitoring overall Internal work request (minor A&A works)
- Manage Opening of tender of projects (major A&A Works)
- Review preparations, coordination & execution of projects (major A&A Works)
- Review the tabulation of weekly internal work request (minor A&A works)
- Tabulating and presentation of KPI to clients
- Planning and scheduling of Team Maintenance Activities
- Assisted client in taking and handing over of buildings and assets including defect inspection and management
- Manage client end-user expectations.
- Monitored, coached, and supervised team of 80 employees in 2009.
Education
Bachelor of Science - Facilities Management
Heriot Watt University
Singapore 06.2017 - 06.2017
Diploma - Electrical Engineering
Singapore Poly Technic
Singapore 05.2001 - 05.2001
Associate Member, Asset Manager -
Institute of Asset Management
Singapore 05.2018 - 05.2018
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Institute of Asset Management
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Chartered Institute of Building Services Engineers
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Chartered Association of Building Engineers
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Registered Institution of Chartered Surveyors
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Optimal Balance
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Institute of Infra-Red Technology
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Hoe Star International Technology
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Institute of Technical Education
Skills
Facilities Management
Accomplishments
- Completed and Passed Lean Six Sigma Green Belt Assessment
- Successfully obtained and completed Variation Works worth of SGD1.2 Mil within 3 months.
- Successfully developed solutions for clients in outsourcing Facilities Management Services contributing to a SGD$20 mil a year revenue growth for organization
- Successfully established Command Centre for organization operations generating 30% savings for organization
- Successfully Attained ISO 55001 certification for site operation
- Obtained Biz Safe, ISO 9000, 14000 & OHSAS 18000 certifications for the organization
- Successfully increased revenue by 50% through organic growth for the facilities management operations
- Successfully migrated and upgraded organization IT and systems platform seamlessly
- Successfully deployed and implemented procurement system with integration to work orders
- Nominated as Keppel Young Leaders and part of Keppel Leadership track
- Contributed to organization growth in the Middle East up to US$20 mil.
- Generated Revenue for a Cost Centre Department
- Designed Concept for M&E upgrading works, converting existing hostel for Youth Olympic in NTU
- Received Commendation from SIAEC for the successful groundbreaking ceremony for Air Line House Hangar 6
Timeline
Director Mobile Engineering Services SEA
Jones Lang Lasalle Property Consultants Pte Ltd
09.2022 - 07.2024
Head FM Platform Malaysia Singapore
Sodexo Singapore Pte Ltd
09.2019 - 09.2022
Associate Member, Asset Manager -
Institute of Asset Management
05.2018 - 05.2018
Engineering Manager APAC
Sodexo Services Asia Pte Ltd
01.2018 - 09.2019
Bachelor of Science - Facilities Management
Heriot Watt University
06.2017 - 06.2017
Subject Matter Expert - Hard Services
Sodexo Singapore Pte Ltd
01.2015 - 12.2017
Facilities Manager
Synergy FMI Pte Ltd
10.2012 - 12.2014
Technical Officer, Engineer, Site Manager, Manager
Keppel FMO Pte Ltd
10.2006 - 10.2012
Diploma - Electrical Engineering
Singapore Poly Technic
05.2001 - 05.2001
Service Operations Manager – Major Projects & Volume Business
Kone Singapore Pte Ltd
7 2023 - Current
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Institute of Asset Management
undefined
Chartered Institute of Building Services Engineers
undefined
Chartered Association of Building Engineers
undefined
Registered Institution of Chartered Surveyors
undefined
Optimal Balance
undefined
Institute of Infra-Red Technology
undefined
Hoe Star International Technology
undefined
Institute of Technical Education
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