Head of Service Delivery | Real Estate | AFET

Job Requisition : 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 world's 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

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.

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.

• 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%.

• 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.

• 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.

• Lead, mentor, and develop a…