1. Key Strategic Accountabilities
- Ensure effective delivery of civil maintenance services across assigned buildings and sites in accordance with contractual obligations, agreed service levels, and customer expectations.
- Maintain high levels of customer satisfaction through timely resolution of service requests, effective communication, and proactive follow-up on complaints.
- Ensure efficient utilization of manpower, materials, tools, and equipment to control operational costs and minimize wastage.
- Support the Facilities Manager in achieving contract performance targets, maintaining service quality, and meeting operational commitments.
- Maintain compliance with HSE requirements, approved work procedures, quality standards, and applicable site regulations.
- Support business continuity and customer retention by maintaining strong relationships with customers, tenants, vendors, and specialist subcontractors.
- Contribute to commercial performance by supporting work estimation, material planning, service documentation, billing, and payment collection.
- Develop team capabilities and promote continuous improvement in civil maintenance operations.
2. Operational Accountabilities
- Coordinate daily civil maintenance activities across assigned sites and allocate service requests to supervisors, technicians, and maintenance workers based on priority and availability.
- Monitor the status of customer service requests and ensure that inspections, repairs, and maintenance activities are completed within the agreed contractual timelines.
- Conduct regular site inspections to assess the condition of civil systems, identify defects, and ensure that completed works meet the required quality standards.
- Supervise maintenance and repair works involving masonry, carpentry, painting, false ceilings, waterproofing, glass, steel, aluminium panels, and other civil-related systems.
- Prepare and revise daily and weekly work schedules based on service request priorities, site requirements, manpower availability, and emergency maintenance needs.
- Assess site requirements and arrange the necessary manpower, materials, consumables, tools, and equipment to execute assigned tasks efficiently.
- Monitor material consumption, maintain stock records, coordinate material requisitions, and ensure the availability of essential spare parts and consumables at site.
- Coordinate with specialist subcontractors for activities requiring specialized skills or equipment, and monitor their work to ensure compliance with scope, quality, safety, and timelines.
- Ensure that all maintenance activities are performed in accordance with approved HSE procedures, permit requirements, and site safety guidelines.
- Verify completed works, arrange customer or tenant inspections where required, obtain completion certifications and service acknowledgements, and ensure the timely closure of service requests.
- Prepare daily work progress reports, manpower deployment records, material consumption reports, service request updates, and other operational documentation.
- Assist in estimating civil maintenance works, preparing material quantities, assessing manpower requirements, and providing cost inputs for quotations and additional works.
- Coordinate with the commercial team to provide completed work records, supporting documents, service reports, and customer approvals required for billing and payment follow-up.
- Monitor complaints, repeated defects, pending service requests, and overdue activities, and take corrective action to prevent service delays and recurrence of issues.
- Maintain effective coordination with the customer, tenants, internal departments, suppliers, and subcontractors to resolve operational issues and ensure smooth service delivery.
3. People Management
- Supervise and coordinate a team of approximately 25 personnel, including subordinate supervisors, technicians, and civil maintenance workers, as applicable to the site structure.
- Allocate daily tasks, establish work priorities, and monitor individual and team performance.
- Ensure adequate manpower deployment and attendance to meet planned maintenance schedules and emergency service requirements.
- Provide on-the-job guidance and training to improve technical competency, work quality, productivity, and safety awareness.
- Identify skill gaps and recommend suitable training and development initiatives.
- Monitor discipline, productivity, adherence to work schedules, and compliance with company policies.
- Encourage teamwork, accountability, and a customer-focused approach among team members.
4. Product / Process Improvement
- Identify opportunities to improve civil maintenance procedures, service response times, and work completion efficiency.
- Monitor recurring defects and customer complaints and recommend preventive or corrective actions.
- Promote effective material management practices to minimize wastage, unnecessary consumption, and repeat repairs.
- Recommend improvements in manpower allocation, work scheduling, and maintenance planning.
- Ensure proper documentation of completed works, inspection findings, and maintenance history.
- Encourage the use of appropriate maintenance techniques, tools, and materials to improve service quality and durability.
- Share operational feedback and improvement recommendations with the Facilities Manager.
5. Communication
- Coordinate regularly with the Facilities Manager regarding work progress, pending service requests, manpower requirements, material shortages, and operational challenges.
- Communicate with customers and tenants to understand maintenance requirements, explain proposed solutions, address complaints, and obtain work completion confirmations.
- Liaise with internal teams, including procurement, stores, commercial, and administration, to ensure timely availability of resources and supporting documentation.
- Coordinate with vendors and specialist subcontractors regarding work schedules, material delivery, site access, and completion requirements.
- Conduct daily briefings with team members to communicate work priorities, safety requirements, and expected deliverables.
- Prepare and submit accurate operational reports and escalate critical issues, delays, safety concerns, and customer complaints to the Facilities Manager.
6. Qualification / Experience – Educational and Technical Certifications
Educational Qualifications
- Bachelor's degree in Civil Engineering is preferred.
Technical Certifications
- Relevant training or certification in facilities management, civil maintenance, HSE, or quality management would be an advantage.
- Valid UAE driving licence is an advantage, where site travel is required.
7. Knowledge & Skill
Technical Skills
- Knowledge of civil maintenance systems and repair techniques, including masonry, carpentry, painting, false ceilings, waterproofing, glass works, steel works, and aluminium panel works.
- Ability to estimate civil maintenance works, calculate material quantities, and assess manpower requirements.
- Knowledge of work scheduling, resource allocation, material management, and maintenance service request systems.
- Understanding of quality inspection procedures, HSE requirements, and safe working practices.
- Ability to prepare maintenance reports, work completion records, material requisitions, and basic cost estimates.
- Proficiency in MS Office and maintenance reporting systems.
Behavioral Competencies
- Leadership and team coordination
- Planning and organizing
- Analytical thinking and problem-solving
- Customer service orientation
- Communication and interpersonal skills
- Teamwork and cooperation
- Accountability and integrity
- People development
- Decision-making and adaptability
- Cost awareness and resource optimization
8. Experience
- Minimum 5–6 years of overall experience in civil maintenance, preferably in high-rise buildings, residential communities, commercial buildings, or integrated facilities management environments.
- Minimum 2 years of relevant experience in the GCC, preferably in the UAE.
- Experience supervising and coordinating a civil maintenance team of approximately 25 personnel.
- Practical experience in handling customer service requests, maintenance schedules, site inspections, material planning, and subcontractor coordination.
- Experience in civil works estimation, manpower planning, and quality control.
- Experience working in a customer-facing facilities management contract will be an advantage.
9. Key Performance Measures
- Service Request Closure: Percentage of service requests completed within agreed contractual timelines and service-level requirements.
- Response Time: Compliance with agreed response times for routine, urgent, and emergency maintenance requests.
- Customer Satisfaction: Customer feedback, complaint levels, and resolution of escalated issues.
- Quality of Work: Percentage of completed works accepted without rework or repeat complaints.
- HSE Compliance: Compliance with site safety procedures, permit requirements, and incident prevention targets.
- Manpower Productivity: Effective deployment of personnel and achievement of planned daily and weekly work targets.
- Material Management: Availability of essential materials, accuracy of stock records, and reduction in material wastage.
- Cost Control: Adherence to approved material and manpower estimates and effective control of avoidable operational costs.
- Documentation and Reporting: Timely submission of service reports, work completion certificates, material records, and supporting billing documents.
- Subcontractor Performance: Timely completion and quality of subcontracted works in accordance with agreed requirements.
- Team Development: Completion of required training, improvement in team productivity, and compliance with operational procedures.
- Commercial Support: Timely submission of supporting documents for additional works, billing, and customer payment follow-up.
