Head Of Service Delivery Real Estate AFET

Job Requisition ID: 175722

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the worlds most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview Of The Role:

• The Head of Service Delivery at Al-Futtaim Technologies is a strategic role responsible for leading the Service Delivery function to ensure seamless and efficient delivery of operational services, including Annual Maintenance Contracts and Managed Services. The role involves driving service delivery transformation through advanced technologies like Network Operations Center services, Agentic AI, and cloud-based digital platforms to enhance efficiency and proactivity. The position oversees the service lifecycle from transition to execution across ICT, SSLV, Connected Facilities, CX, Business Apps, and Cyber Security, focusing on developing a managed services offering for the Home Automation market. This role requires aligning delivery practices with organizational goals, driving operational excellence, fostering strong client relationships, and ensuring service level agreements are met within budget and quality standards. Positioned in a challenging, digitally evolving environment, the role involves managing a team of service managers and engineers to optimize resources, enhance processes, and navigate complex challenges to align service delivery with strategic goals.
  
  

What You Will Do:

Service Delivery and Operational Excellence

• Oversee the planning, execution, and delivery of all services, ensuring they are on time, within scope, and on budget.
• Develop and implement service delivery strategies that maximize efficiency, resource utilization, and client satisfaction.
• Implement and monitor Standard Operating Procedures (SOPs) to ensure consistency and adherence to best practices across all services.
• Target on-time delivery rate: 95% of services delivered on schedule.
• Ensure 95% of services are completed within budget.
• Maintain 95% scope compliance rate for managed services.
• Achieve client satisfaction score of 95%.
• Optimize resource utilization with an efficiency target of 85%.
• Ensure 95% of services meet time, budget, and scope criteria.
  
  

Strategic Transformation and Innovation

• Lead the transformation of service delivery by integrating a centralized Network Operations Center (NOC) and leveraging Agentic AI.
• Champion disruptive approaches to service delivery, such as outcome-based contracts and dynamic field dispatching.
• Identify and implement process improvements and technological advancements to enhance operational efficiency and service quality.
• Target 95% service delivery completion rate.
• Achieve a 20% reduction in manual ticket handling through AI automation in the first year.
• Ensure 95% adherence to quality standards and SLAs.
• Implement three strategic service improvements annually.
• Maintain a service rework rate below 5%.
  
  

Home Automation Managed Services Development

• Spearhead the development of the managed services offering for Home Automation.
• Build and manage the complete ecosystem for service contract acquisition, delivery, support, and billing.
• Establish partnerships with technology vendors and service providers for a comprehensive Home Automation service portfolio.
• Successfully launch the Home Automation managed services platform within the project timeline.
• Achieve 25% growth in Home Automation service contracts year-over-year.
• Ensure the Home Automation service segment achieves a 30% profitability margin.
  
  

Digital Transformation Strategy

• Develop and execute a digital transformation roadmap for service delivery, migrating services to scalable online platforms and cloud-based infrastructure.
• Leverage data analytics and AI to create data-driven services for predictive maintenance and personalized customer experiences.
• Design new managed service formats for smart buildings and direct-to-consumer channels.
• 60% of all service transactions conducted through online platforms within two years.
• Migrate at least 70% of service delivery infrastructure to cloud platforms within 18 months.
• Introduce two new digital service offerings in the first year.
• Integrate 100% of new consumer-facing services into the Blue digital ecosystem within 12 months of launch.
  
  

Team Management and Development

• Lead, mentor, and develop a high-performing team of service managers, engineers, and technicians.
• Foster a culture of excellence, continuous improvement, and customer-centricity.
• Ensure all team members are well-equipped, trained, and informed to execute duties effectively.
• 95-130% of team goals met or exceeded annually.
• Achieve a 95% training participation and 90% retention rate for key team members over two years.
• Ensure 100% of team members complete required training annually.
• Achieve an employee engagement score of 85% or higher.
  
  

Client Relationship and Stakeholder Management

• Build and maintain strong, long-term relationships with clients, stakeholders, and third-party vendors.
• Act as the primary point of contact for major clients on service delivery matters.
• Interact regularly with key clients to review performance, gather feedback, and adapt services.
• Maintain a client satisfaction score of 95% or higher.
• Resolve 95% of client issues within agreed SLAs.
• Achieve a Net Promoter Score (NPS) of 9 or 10.
• Implement at least 70% of client-suggested improvements annually.
  
  

Financial and Risk Management

• Monitor and control service budgets, ensuring profitability and financial accountability.
• Identify, analyze, and mitigate service risks throughout the service lifecycle.
• Achieve a profit margin of at least 95% of planned for all services.
• Successfully mitigate 95% of identified service risks before impact.
• Keep cost variance below 5% across all services.
• Maintain a budget adherence rate of 95% or higher.
  
  

Required Skills To Be Successful:

• Advanced leadership skills with proven team management experience.
• Strong expertise in digital transformation and AI technology integration.
• Exceptional financial management skills including budgeting and cost control.
• Comprehensive experience in service lifecycle and management methodologies such as ITIL.
  
  

What Qualifies You For The Role:

• Bachelor’s degree in computer science, engineering, technology, or a related field.
• At least 10 years of professional experience, with a minimum of 5 years in a senior leadership role in the technology sector.
• Strong expertise in managing large-scale digital transformation initiatives and integrating advanced technologies.
• Solid understanding of cloud computing platforms and AI-driven solutions in service delivery models.
• Proven track record of delivering services on time, within scope, and budget while maintaining high quality standards.
• Comprehensive knowledge of service management methodologies and best practices, including ITIL certification.
• Familiarity with UAEs regulatory and business environments, local compliance, and contract management.
• Strong financial acumen, with experience in budgeting, cost control, profitability analysis, and financial reporting.
• Experience in building and maintaining client and stakeholder relationships with high satisfaction levels.
• Excellent communication and presentation skills, with the ability to engage effectively across teams and levels.
• Demonstrated leadership and team management capabilities, with strong mentoring and development skills.
• Proactive and results-oriented approach to problem-solving and decision-making.
• High adaptability and resilience, with the capacity to manage change in dynamic environments.
• Strong interpersonal skills for building cross-level organizational and partner relationships.
• Exceptional organizational and time management abilities to prioritize and manage multiple services.
• Strategic mindset with a focus on process improvements for service delivery and operational efficiency.
• Skilled in risk management, including identification, analysis, and mitigation across the service lifecycle.
  
  

About Al-Futtaim Engineering & Technologies

Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions.

The Engineering arm operates in the UAE, Qatar, Saudi Arabia and Egypt providing a wide variety of products and services from air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, Energy Management, Technology Infrastructure and Digital Transformation.

The Technologies division provides complete business solutions to large, medium and small customers that include, contact centre solutions, business applications, business intelligence, data management, advanced analytics amongst others. The IT infrastructure portfolio comprises IP telephony, ELV systems, networking solutions, professional audio-visual solutions and managed services.

These solutions are further complemented by services that include project management, installation, testing, commissioning and after-sales maintenance contracts.

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