Lead, FSM Functional

About the Role

We are seeking a Lead, FSM Functional to join our IT & Digital team. In this role, you will be to design, configure, optimise and continuously improve TAQA Distribution's Field Service Management (ServiceMax) platform, ensuring the platform effectively supports field operations, workforce scheduling, dispatch, mobile workforce enablement, work order execution and field service processes.

The Lead, FSM Functional is responsible for translating business requirements into functional solutions, configuring FSM capabilities, driving platform enhancements, validating solution designs, supporting testing and deployments, and ensuring TAQA's FSM platform delivers measurable business and operational value. The role actively collaborates with field operations, asset management, work management, dispatch teams, digital technology teams, MSP partners and vendors to improve service delivery, workforce productivity and operational efficiency.

The role actively plans, executes and delivers a portfolio of approximately 5–8 projects within the assigned domain. While the core focus is the assigned domain, if there's capacity available, the role will support projects across domains like Utilities, Enterprise Functions, TAQA Transmission, TAQA HQ and other TAQA Operating Companies, to enable business priorities and value-realisation objectives.

Key Responsibilities

FSM Functional Design & Configuration

• Design, configure and optimise FSM platform (ServiceMax) capabilities including work order management, scheduling, dispatch, service territory management, field data capture, mobile workforce enablement and workforce planning.
• Develop and maintain functional configurations, business rules, scheduling policies, workflows and operating procedures within the FSM platform.
• Configure service territories, resource profiles, workforce assignments, scheduling parameters and dispatch rules to improve operational performance.
• Analyse platform utilisation and implement configuration improvements that enhance workforce productivity and service execution effectiveness.

Requirements Analysis & Solution Development

• Gather, analyse and document business requirements from field operations, asset management, customer operations and maintenance teams.
• Develop functional specifications, process flows, user stories, configuration designs and solution documentation.
• Evaluate solution options and prepare recommendations aligned with business objectives and platform best practices.
• Validate functional designs and ensure alignment with enterprise architecture, integration requirements and operational processes.

Work Order & Field Operations Optimisation

• Configure and optimise field service processes supporting inspection, maintenance, corrective work, emergency response and customer service operations.
• Develop workflow improvements that enhance work planning, routing, scheduling efficiency and technician productivity.
• Analyse operational data and identify opportunities to reduce travel time, increase first-time fix rates and improve workforce utilisation.
• Monitor and improve FSM-driven operational KPIs and service performance measures.

Integration & Data Management

• Define and validate FSM data requirements, master data structures and integration touchpoints.
• Support integration activities with GIS, EAM/Maximo, OMS, ERP, CRM, HES/MDMS and other enterprise platforms.
• Validate data mappings, process flows and integration test results.
• Monitor and resolve data quality issues impacting FSM functionality and reporting.

Testing, Release & Deployment Support

• Develop functional test scenarios, test cases and acceptance criteria.
• Execute and support SIT, UAT, regression testing and release validation activities.
• Validate platform enhancements, configuration changes and production deployments.
• Support cutover planning, deployment readiness reviews and hypercare activities.

Demand Delivery & Continuous Improvement

• Assess business demand and develop FSM enhancement backlog items and delivery requirements.
• Analyse demand impacts, effort estimates, dependencies and expected business benefits.
• Develop improvement initiatives that increase platform adoption, automation and operational efficiency.
• Maintain and prioritise the FSM enhancement roadmap in collaboration with business stakeholders and platform teams.

Vendor & MSP Governance

• Review MSP and vendor deliverables related to FSM platform enhancements, configurations and support services.
• Validate solution outputs, functional documentation, testing evidence and operational readiness deliverables.
• Coordinate issue resolution, defect remediation and platform improvement initiatives with vendors and MSP partners.
• Monitor platform performance and ensure contractual service commitments are achieved.

Reporting & Analytics

• Develop functional reporting requirements and dashboard specifications supporting field operations and workforce management.
• Analyse FSM operational data to identify trends, service issues and improvement opportunities.
• Produce KPI reports covering scheduling effectiveness, workforce productivity, backlog performance, response times and work execution metrics.
• Support value-realisation reviews and benefits tracking for FSM initiatives.

Qualifications & Experience

Essential Requirements:

• Bachelor’s degree in information technology or equivalent
• 6 years of relevant working experience

Technical Competencies:

• Field Service Management (ServiceMax or equivalent)
• Workforce Scheduling & Dispatch Optimisation
• Work Order Management
• Service Territory Management
• Mobile Workforce Enablement
• Functional Configuration & Platform Administration
• Business Analysis & Requirements Engineering
• Process Mapping & Workflow Design
• SIT / UAT / Regression Testing
• System Integration Awareness (GIS, EAM, OMS, ERP, CRM)
• Data Analysis & Operational Reporting
• AI-Powered Productivity & Platform Optimisation Tools

Strategic & Business Competencies:

• Utility Operations Understanding
• Field Workforce Operations
• Problem Solving & Analytical Thinking
• Continuous Improvement
• Stakeholder Engagement
• Value Realisation Focus
• Demand Management Awareness
• Change & Adoption Management
• Customer & Operational Service Orientation

Why Join TAQA Distribution?

At TAQA Distribution, you'll be part of a company that powers communities and supports sustainable growth across the UAE. We are committed to creating a workplace where our people can thrive, develop their careers, and contribute to shaping the future of energy and water services.

Our employees benefit from:

• Opportunities for professional growth and career development
• A diverse and collaborative work environment
• A strong culture of innovation, safety, and continuous improvement
• The chance to contribute to the UAE's sustainability ambitions

About TAQA Distribution

TAQA Distribution is a subsidiary of TAQA Group and is responsible for the distribution of electricity and water services across Abu Dhabi, Al Ain, and Al Dhafra. Serving millions of customers through an extensive network of infrastructure assets, we are dedicated to delivering reliable, efficient, and sustainable utility services that support the UAE's growth and prosperity.

Ready to Apply?

Join us in delivering the essential services that power everyday life and help build a sustainable future.

Apply now and become part of the TAQA Distribution team.