Senior Operations Manager

Enova by Veolia; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading facilities management company in Dubai seeks a seasoned professional to oversee operations and manage the Facilities Management function. The ideal candidate brings over 10 years of operations management experience, including 5 years in a managerial role, with a focus on facilities management in hospitality projects. Responsibilities include strategic planning, budgeting, team leadership, and ensuring high-quality service delivery to customers. This role demands strong communication skills and a commitment to customer satisfaction.

Qualifications

• 10 – 12 years’ experience in operations management.
• 5 years in a managerial role with exposure to Maintenance.
• Experience in Facilities Management in hospitality projects.

Responsibilities

• Provide inputs to develop overall division strategy.
• Manage achievement of business unit objectives.
• Lead Facilities and Operations team on projects.
• Oversee budget and financial performance monitoring.
• Develop and monitor SLAs for service delivery.

Skills

Operations management

Facilities management

Project management

Budgeting

Customer service

Education

Bachelor’s Degree in Electrical or Mechanical Engineering

Master’s degree in Management or Facilities Management

Tools

CMMS

Job description

Responsibilities

• Provide inputs to the development of the overall division strategy and participate in developing the business unit strategy in line with the vision, mission, and business objectives of the company.
• Deliver the Facilities Management strategy while ensuring contractual commitments are successfully met.
• Manage the effective achievement of the business unit’s objectives through leading the Facilities and Operations team in the assigned project, by setting individual objectives, managing performance, developing and motivating staff, and providing formal and informal feedback and appraisals in order to maximize the subordinates’ and the business unit’s performance.
• Contribute and assist the director of operations in defining an optimum structure for the business unit/ division so that resources are optimally utilized, and communication takes place in an efficient manner.
• Recommend and oversee the budget for the business unit and monitor financial performance versus the budget so that the business is aware of anticipated costs/ revenues, areas of unsatisfactory performance and potential areas of cost reduction are identified, and performance improvement opportunities are realized.
• Lead and manage the Facilities Management function while ensuring the planning and allocation of all resources, and the implementation of the appropriate standards and controls to ensure that all the unit activities are carried out in an efficient and effective manner to meet and exceed unit objectives.
• Discuss “Side-Specific-Budgets” with customers including CAPEX for example, advise the customers on expenditures, opportunities for cost reductions, and the viability/ feasibility of changing/ buying assets (such as changing a chiller for example) to ensure customers’ budgeting is as appropriate and as accurate as possible.
• Develop and monitor SLAs for the assets, and ensure that they are aligned to service delivery, client expectations, and expectations from suppliers / service partners in order to achieve quality service delivery, effective supplier relationship management, and profitability.
• Monitor service delivery performance and lead the evaluation of suppliers’ performance to ensure the selection of appropriately qualified service providers at the optimum price in order to deliver the expected quality of service.
• Monitor resource utilization to ensure that the right number and talent is available for running operations (projects, civil works, mechanical works, electrical works, landscaping, building inspections, etc.), accomplishing targets, improving customer satisfaction, and achieving business objectives.
• Monitor and control the execution of maintenance contracts, review the preventive and corrective maintenance programs, and supervise the implementation by employees or assigned contractor(s) through reviewing reports and spot‑checking as appropriate to ensure the provision of quality maintenance works to the facilities (including maintenance to audio visual equipment, BMS, chillers, generators, HVAC, IT, etc.).
• Attend all coordination meetings with the tenants and contractors to discuss the progress of the fit‑out works and collect the required documentation, carry out an overall inspection after the completion of the fit‑out works, prepare the snag list to for the tenant, and follow up on all rectification works needed.
• Monitor the request for quotations and the preparation of Purchase Orders and Vendor Contracts, approve same, and ensure that the purchasing process is optimized to guarantee the provision of products/ services to the company/ customer on time and avoid any operational delays.
• Ensure that the Annual Leave Planer is completed to have a holistic view on forecasted leaves and employees’ availabilities throughout the year so as to guarantee that the appropriate resourcing is done and that business operations do not get interrupted.
• Manage customers’ expectations through clear communication and transparent work attitude in order to be consistent and to develop strong customer relationships.
• Receive escalated problems and complaints from the Call Centre and ensure that the necessary support and maintenance work is provided to customers in a timely fashion in order to resolve customers’ issues (pertaining to cooling, power, ventilation, plumbing, etc.) and maintain their high levels of satisfaction.
• Escort customers on daily tours within the premises/ facilities, listen to any feedback or complaints they might have, and delegate any work needed to the subordinates in order to provide customers with the necessary civil, mechanical, electrical, etc. support and maintenance support.
• Provide technical advice to customers and represent customers in technical interfaces with third parties (such as dealing with contractors conducting any construction work on premises while ensuring that they are delivering according to the agreement) as well as furnish customers with technical advice on improvement opportunities (such as reducing utility consumption and bills) in order to increase CSR awareness and contribute in achieving a greener environment.
• Manage the implementation and improvement of policies, guidelines, and processes for contract management and administration to ensure standards are set so that all business requirements are fulfilled while delivering a quality service to customers in line with the corporate strategy.
• Manage the process of revising contracts’ scope of work, renewing the contract while recommending changes, conducting pricing, and negotiating the contract with the customer while coordinating the Terms & Conditions of the contract with the Legal department to ensure alignment with internal policies and any external laws and regulations.
• Lead and monitor the subcontracting of works (such as fire systems, gas, emergency lighting, vertical transportation, water treatment, tank cleaning, etc.), ensure that subcontractors fulfil their duties in an accurate manner and as per the agreed upon contractual clauses, and manage subcontractors’ evaluations and negotiations while ensuring that chosen subcontractors are approved by the relevant authorities to guarantee compliance with the regulatory framework (such as any approvals needed from the Civil Defense Department for fire‑fighting systems).
• Ensure effective planning and implementation of HSEEQ inspections and audits in order to meet regulatory requirements and company standards.
• Monitor physical and documentation audits being conducted on subcontractors to ensure that work is being conducted properly and that customers are being served with the highest quality standards, and take the necessary actions upon the detection of unreported/ undisclosed variations and/ or poor performance to safeguard the company against any liabilities.
• Lead the audits of staff, customers, and suppliers to gather feedback and monitor satisfaction in order to improve the operations and facilities management services the company provides.
• Develop and ensure the implementation of division policies, procedures, and controls covering all areas of activity so that all relevant procedural/ legislative requirements are fulfilled while delivering a quality and cost‑effective service.
• Ensure compliance to all relevant quality, health, safety, and environmental management policies, procedures, and controls across the department to guarantee employee safety, legislative compliance, delivery of high quality products/ service and a responsible environmental attitude.
• Ensure corrective actions and preventive actions issued by the HSEEQ department are implemented, update the HSEEQ department about the progress of the implementation.
• Ensure the legionella reporting is timely sent to HSEEQ department.
• Ensure the HIRAs are finalized and yearly updated, with support of the HSEQ department.
• Ensure the risk control measures arising from the HIRA are properly implemented.
• Ensure availability of MS and RA

Qualifications, Experiences, Skills

• Bachelor’s Degree in Electrical or Mechanical Engineering, preferably with a Master’s degree in Management or Facilities Management; CMMS knowledge is also preferable
• 10 – 12 years’ experience in operations management including 5 years in a managerial role; exposure to Maintenance and Facilities Management in hospitality projects.