Operations Manager

Job Purpose The Head of Operations is responsible for directing and controlling the daily delivery of Facilities Management services, ensuring that MEP systems, maintenance activities and supporting services operate safely, efficiently and in accordance with contractual requirements. The role provides operational leadership across sites and ensures that service levels, quality standards, timelines and client expectations are consistently achieved. The position is also responsible for operational planning, budgeting, resource allocation, team performance, process improvement, client and supplier relationships, service quality and contractual compliance. Key Duties & Responsibilities 1. Operational Management & Service Delivery • Direct daily Facilities Management operations, including planned, preventive, corrective and emergency maintenance activities. • Ensure MEP systems, equipment and operational services are maintained in accordance with approved standards and schedules. • Monitor work orders, service requests and site activities to ensure completion within contractual response and resolution times. 2. Strategic Planning & Process Improvement • Develop and implement operational plans aligned with organizational objectives, contractual obligations and client requirements. • Establish and improve standard operating procedures, workflows and control measures to enhance productivity and service quality. • Support the operational transition from RFMS to AAFM by coordinating resources, records, responsibilities and service-continuity requirements. 3. Budgeting & Resource Management • Prepare and manage operational budgets, forecasts and expenditure while identifying cost-control and optimization opportunities. • Plan manpower, equipment, materials and spare-parts requirements according to site priorities and service demands. • Review procurement requirements and ensure resources are available without unnecessary operational delays. 4. Team Leadership & Development • Lead supervisors, engineers, technicians and operational employees to achieve service delivery and productivity objectives. • Set performance expectations, allocate responsibilities and monitor attendance, discipline, output and quality of work. • Identify training requirements and provide coaching and development support to strengthen technical and leadership capabilities. 5. Contractor & Supplier Management • Monitor contractors and suppliers against agreed scope, service levels, quality standards and delivery timelines. • Review contractor performance, verify completed work and address delays, defects or non-compliance promptly. • Coordinate with Procurement and Finance on quotations, purchase requirements, invoices and supplier-related matters. 6. Client Service & Stakeholder Coordination • Maintain professional relationships with clients and provide timely updates on operational performance and outstanding matters. • Address complaints, service failures and escalations promptly and implement corrective actions to prevent recurrence. • Coordinate with internal departments and external stakeholders to support uninterrupted service delivery. 7. Quality, Safety & Compliance • Ensure operational activities comply with contractual, statutory, health, safety, environmental and organizational requirements. • Conduct regular site inspections, operational reviews and quality audits and follow up on identified deficiencies. • Promote a strong safety culture and ensure incidents, risks and unsafe conditions are reported, investigated and addressed. 8. Performance Monitoring & Reporting • Track operational KPIs, financial performance, productivity, quality, work-order completion and customer-service results. • Prepare accurate operational reports, performance analyses, action plans and management updates. • Use performance data to identify recurring issues, improve processes and support informed management decisions. Key Performance Indicators (KPIs) • Operational expenditure and budget variance against approved targets. • Completion rate of planned and preventive maintenance activities. • Work-order response, resolution and fulfilment within agreed service levels. • Equipment availability, operational uptime and reduction in repeated failures. • Workforce productivity and resource-utilization levels. • Quality performance, error rate and reduction in rework or service deficiencies. • Client-satisfaction results and complaint-resolution turnaround time. • Compliance with contractual, statutory, safety and quality requirements. • Timely achievement of transition, mobilization and operational-improvement milestones. Qualifications, Experience & Skills • Bachelor’s degree in Mechanical, Electrical or MEP Engineering or a related technical discipline. • Minimum 5 years of relevant experience in Facilities Management operations, including supervisory or management responsibility. • Strong technical knowledge of MEP systems, preventive maintenance and building-services operations. • Fluency in Arabic is required, with good professional communication skills in English. • Experience in operational planning, budgeting, manpower allocation and cost control. • Good understanding of Facilities Management contracts, service-level agreements and KPI monitoring. • Strong leadership, team-development and performance-management capabilities. • Excellent client-management, communication, negotiation and problem-solving skills. • Ability to manage multiple sites, operational priorities and emergency requirements effectively. • Knowledge of CAFM, CMMS, ERP or similar Facilities Management systems would be an advantage. • GCC or Qatar Facilities Management experience would be an advantage. • Strong reporting, analytical and decision-making capabilities. 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Bachelor’s degree in Mechanical, Electrical or MEP Engineering or a related technical discipline; Minimum 5 years of relevant experience in Facilities Management operations, including supervisory or management responsibility; Strong technical knowledge of MEP systems, preventive maintenance and building-services operations; Fluency in Arabic is required, with good professional communication skills in English; Experience in operational planning, budgeting, manpower allocation and cost control; Good understanding of Facilities Management contracts, service-level agreements and KPI monitoring; Strong leadership, team-development and performance-management capabilities; Excellent client-management, communication, negotiation and problem-solving skills; Ability to manage multiple sites, operational priorities and emergency requirements effectively; Knowledge of CAFM, CMMS, ERP or similar Facilities Management systems would be an advantage; GCC or Qatar Facilities Management experience would be an advantage.

Operational Management & Service Delivery: Direct daily Facilities Management operations, including planned, preventive, corrective and emergency maintenance activities; Ensure MEP systems, equipment and operational services are maintained in accordance with approved standards and schedules; Monitor work orders, service requests and site activities to ensure completion within contractual response and resolution times. Strategic Planning & Process Improvement: Develop and implement operational plans aligned with organizational objectives, contractual obligations and client requirements; Establish and improve standard operating procedures, workflows and control measures to enhance productivity and service quality; Support the operational transition from RFMS to AAFM by coordinating resources, records, responsibilities and service-continuity requirements. Budgeting & Resource Management: Prepare and manage operational budgets, forecasts and expenditure while identifying cost-control and optimization opportunities; Plan manpower, equipment, materials and spare-parts requirements according to site priorities and service demands; Review procurement requirements and ensure resources are available without unnecessary operational delays. Team Leadership & Development: Lead supervisors, engineers, technicians and operational employees to achieve service delivery and productivity objectives; Set performance expectations, allocate responsibilities and monitor attendance, discipline, output and quality of work; Identify training requirements and provide coaching and development support to strengthen technical and leadership capabilities. Contractor & Supplier Management: Monitor contractors and suppliers against agreed scope, service levels, quality standards and delivery timelines; Review contractor performance, verify completed work and address delays, defects or non-compliance promptly; Coordinate with Procurement and Finance on quotations, purchase requirements, invoices and supplier-related matters. Client Service & Stakeholder Coordination: Maintain professional relationships with clients and provide timely updates on operational performance and outstanding matters; Address complaints, service failures and escalations promptly and implement corrective actions to prevent recurrence; Coordinate with internal departments and external stakeholders to support uninterrupted service delivery. Quality, Safety & Compliance: Ensure operational activities comply with contractual, statutory, health, safety, environmental and organizational requirements; Conduct regular site inspections, operational reviews and quality audits and follow up on identified deficiencies; Promote a strong safety culture and ensure incidents, risks and unsafe conditions are reported, investigated and addressed. Performance Monitoring & Reporting: Track operational KPIs, financial performance, productivity, quality, work-order completion and customer-service results; Prepare accurate operational reports, performance analyses, action plans and management updates; Use performance data to identify recurring issues, improve processes and support informed management decisions.