Head of Facility Management

Position Overview:

The Head of Facility Management provides strategic leadership and end-to-end oversight of facility management services across the ten passenger stations: Mohammed Bin Zayed (MBZ), Dubai, Fujairah, Al Dhaid, Al Dhannah, Mirfa, Al Sila, Madinat Zayed, Liwa, and Sharjah University. Reporting to the Station Director and working closely with the Head of Engineering, the role ensures that station facilities remain safe, reliable, compliant, passenger-ready, and operationally effective. The position combines strategic planning, contractor and stakeholder governance, asset performance oversight, day-to-day issue resolution, and a strong focus on achieving agreed operational and facility-management KPIs.

Roles and Responsibilities:

Strategic Facility Management

• Develop and implement the facility management strategy, annual plans, service standards, and improvement roadmap for all ten passenger stations or more in the future.
• Translate business and station-operational priorities into preventive, corrective, and lifecycle facility plans.
• Establish governance, service levels, escalation routes, and performance controls for hard and soft facility management services.
• Provide strategic recommendations to the Station Director on facility risks, priorities, investment needs, and service improvements.

Multi-Station Operations and Day-to-Day Resolution

• Provide end-to-end oversight of facility services across MBZ, Dubai, Fujairah, Al Dhaid, Al Dhannah, Mirfa, Al Sila, Madinat Zayed, Liwa, and Sharjah University stations.
• Ensure day-to-day facility defects, service interruptions, passenger-area concerns, and station-support issues are recorded, prioritized, escalated, and resolved within agreed service levels.
• Coordinate urgent corrective actions while ensuring that recurring issues are addressed through root-cause analysis and permanent solutions.
• Maintain clear visibility of station-specific risks, open work orders, aging issues, operational constraints, and recovery plans.

Engineering Coordination and Asset Performance

• Work closely with the Head of Engineering to coordinate technical interfaces, asset reliability requirements, maintenance priorities, defect resolution, and lifecycle planning.
• Ensure clear ownership and handover between facility management, engineering, station operations, contractors, and project teams.
• Support asset-condition reviews and recommend maintenance, refurbishment, replacement, or capital-investment priorities.
• Ensure facility-related changes and works are planned to minimize disruption to passenger and station operations.

KPI and Performance Management

• Define, track, and improve facility-management KPIs, service-level agreements, asset availability, response and resolution times, preventive-maintenance completion, audit closure, and customer-impact measures.
• Analyze performance trends and lead recovery plans where targets are not achieved.
• Prepare accurate dashboards, executive reports, risk updates, and recommendations for the Station Director and relevant leadership forums.
• Hold service providers and internal stakeholders accountable for agreed deliverables and performance outcomes.

Contractor, Budget and Commercial Governance

• Oversee the performance of facility-management contractors and service providers against contract requirements, KPIs, service levels, quality standards, and safety obligations.
• Support budget planning, operating-expenditure control, forecasting, invoice validation, variation assessment, and value-for-money reviews.
• Identify cost-efficiency opportunities without compromising safety, compliance, asset reliability, or passenger experience.
• Contribute to scopes of work, tender evaluations, mobilization plans, contract renewals, and supplier-performance reviews.

Safety, Compliance and Business Continuity

• Ensure facility activities comply with applicable company policies, HSEQ requirements, permits, statutory obligations, emergency arrangements, and station operating procedures.
• Maintain oversight of inspections, audits, certificates, corrective actions, and compliance records within the function's scope.
• Coordinate facility readiness for emergencies, disruptions, special events, and business-continuity scenarios.
• Escalate material safety, operational, compliance, and service risks promptly with clear mitigation actions.

Passenger Experience and Continuous Improvement

• Ensure station facilities, passenger areas, amenities, signage interfaces, and support services consistently meet required cleanliness, functionality, accessibility, presentation, and service standards.
• Work with Station Operations, Customer Experience, Engineering, HSEQ, Security, Procurement, Finance, and other functions to improve the end-to-end station environment.
• Use passenger feedback, audits, operational observations, and performance data to identify and deliver continuous improvements.
• Benchmark facility-management practices and introduce practical technology, sustainability, and efficiency initiatives where appropriate.
• Desirable qualifications, skills and experience

Academic Qualifications:

• Bachelor’s degree in Facility Management, Engineering, Asset Management, Operations Management, Business Administration, or a related discipline.
• Relevant professional certification in facility management, asset management, project management, health and safety, or contract management is desirable.

Experience and Other Skills:

• Significant experience leading facility management or asset-support services across multiple operational sites, preferably within passenger transport, rail, aviation, infrastructure, hospitality, or another safety- and customer-critical environment.
• Demonstrated experience managing both strategic facility plans and day-to-day operational issues.
• Strong knowledge of hard and soft facility services, planned and reactive maintenance, contractor governance, service-level management, compliance, budgeting, and lifecycle planning.
• Proven ability to manage cross-functional relationships and work effectively with engineering, operations, HSEQ, commercial, and external service providers.
• Strong analytical, problem-solving, decision-making, negotiation, and executive-reporting skills.
• Ability to prioritise incidents and competing station requirements while maintaining a network-wide strategic view.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Excel and PowerPoint; familiarity with computerized maintenance or facility-management systems is desirable.