DHAM_Residential Facilities Operations.Facilities Manager

Section III: Key Responsibilities/Accountabilities

Core Responsibilities

Support with Budgeting

• Assist the department head in the preparation of annual operation and capital budgets.
• Monitor budget and highlight budget variances to ensure cost efficiencies in line with the scorecard for OPEX saving and 
• Execution of approved CAPEX project in a timely manner.

FM Operations

• Manage the team of FM Executive and FM Service Provider team for smooth daily FM operations.
• Monitor of FM Service Provider in delivery of services including Soft Services (Cleaning, Pest Control, Landscaping waste management etc.) and hard services (including reactive and preventive maintenance, as well all specialized services for critical and non-critical equipment and ensure work is carried out as per agreed SLA and prepare snag reports.
• Supervise activities within the assigned community/asset, conduct regular meetings with internal & external teams to monitor progress of FM activities and to ensure compliance with the agreed standards and requirements.
• Conduct regular site visits and promptly address identified issues.
• Responsible and manages DHAM CAFM system (Maximo) and its utilization on respective site.
• Monitor and maintain records of utilities expenditure and implement initiatives of sustainability and utilities cost saving projects.
• Represent the business unit during design, planning, construction, and handover stages of the newly developed assets to oversee FM requirements.
• Oversee activities directly related to regulatory requirements of life safety systems and ensure necessary certifications are obtained on time.
• Assist the fit-out activities in DHAM’s assets to ensure compliance with the scope of work, HSE requirements and building’s standards.
• Assist business partners and their contractors with details on the requirements related to technical aspects, FM issues, fit-out process and issue the necessary permits.
• Ensure FM records are created and maintained for all assigned sites such as site logbooks to demonstrate full operational procedures are followed.
• Ensure effective use of CAFM to ensure all Service Requests and Work Orders are tracked for timely completion in line with SLA requirements. 
• Ensure new DHAM assets being brought into operations are entered onto pre-planned maintenance program and subject to QA procedures.
• Planning future enhancement requirements by forecasting the facility’s upcoming needs and requirements.
• Identify gaps and deficiencies in services, advice, and effect solutions as part of Continuous Improvement on FM services rendered.
• Explore and recommend innovative methods, based on best practices, in order to bring about cost-effective solutions.
• Writes and provides monthly operational and technical reports.

Tendering & Procurement

• Prepare SOW documents for FM operational services for new buildings and conduct necessary technical evaluation of the submitted proposals.
• Prepare scope of work for (operational variables and capex projects).
• Initiate procurement process, liaise with procurement department during the tendering process, review vendor responses and issue GRNs.
• Recommend procurement of appropriate supplies and equipment according to the operational needs.

Vendor Management

• Ensure the service provider attends to all re-active service requests from various stakeholders and in compliant with the agreed SLAs.
• Monitor SLAs and KPIs of the outsourced contractors and track performance levels of the contractor providing soft services against set KPIs and SLAs by routinely assessing performance.
• Maintain effective communication with suppliers, business departments and clients and provide active support in the delivery of services by suppliers as per SLAs and QHSE standards.
• Review and certify service provider’s monthly performance and payment certificate.
• Ensures that Service providers use DHAM CAFM systems for all service requests.

Customer Complaint Management

• Ensure customer complaints are timely and appropriately managed and closed to achieve organization’s customer satisfaction targets.
• Ensure that Voice of Customer scores are meeting the minimum required for the FM Department.

Cross Functional Coordination

• Conduct monthly meetings with FM service provider, HSE, security, and contractors to assess the contractor’s performance, HSE requirements, identify non-compliance and action plans.
• Support the business development team in timely resolution of their queries related to facilities management in coordination with applicable internal departments.
• Manage project’s takeover from asset development and conduct necessary inspection, witness testing & commissioning and manage rectification of defects and snags during the DLP in coordination with Asset Development Team and contractor.

Continual Improvement

• Identify and recommend to the business unit and department head major improvements (technical and feel & look) required to enhance the existing facilities.
• Contribute to the process of identifying facilities management best practices and development of formal processes and practices as necessary towards integrating and embedding sustainable principles and strategies into daily operational practices.
• Drive improvement in water and electricity saving and sustainability initiatives.

People Management

• Provide leadership within the function, setting individual objectives, managing performance, developing, and motivating staff, provision of formal and informal feedback and appraisal – in order to maximize subordinate and departmental performance in the pursuit of the Department’s objectives.
• Build and promote an organization culture that encourages innovation and reward performance that leads to enhanced staff motivation and retention.

Section IV: Key Interactions / Level of Accountability

Role Relationships 

 Internal

External 

DHAM Business Units and Shared Services, Security 

FM / SSM service providers, Fit-out Contractors, Suppliers, Vendors, Business Partners and Local Authorities – DDA, DM, Dubai Police

OPEX : 60-80M

CAPEX : 20M

Section V: Knowledge & Experience

Minimum Qualification:

• Bachelor’s Degree in Engineering or Facilities Management.
• Master’s degree is preferred.
• A professional qualification in real estate and / or facilities management (IWFM) or equivalent is desirable.

Experience: 

• Minimum 7-9 years’ experience in a facilities management related role in a similar organization.

Technical Competencies

• Demonstrable knowledge of the full spectrum of facilities management functions, including hard and soft services, contract management, tendering, business development etc.
• Maintain a calm demeanor with the ability to remain un-flustered and maintain a cool head in different situations.
• Excellent negotiation and interpersonal skills with the ability to communicate effectively and professionally with colleagues, contractors and key stakeholders.
• Excellent knowledge of maintenance and operations management.
• Knowledge of Health and Safety standards is advantageous.
• Demonstrate a full understanding of statutory legislation as it relates to the built environment.
• Ability to find pragmatic solutions and adapt to changing situations.
• Excellent communication skills. Arabic is advantageous.

Behavioral Competencies

• Customer Focus
• Results Orientation
• Business Awareness
• Curious & Creative
• Sense of Urgency
• Adaptability & Flexibility
• Builds Relationships
• Empowerment
• Problem Solving & Decision Making
• Planning and Organizing
• Communication 
• Teamwork

Role profile Prepared By

Human Capital

Date: