help desk & cafm system coordinator

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customer service contact center with technical background on facility management

Confidential

<h2>Job Summary</h2><p>The Operations Manager will lead the delivery of <strong>electromechanical maintenance and Facility Management services</strong> across a large-scale, multi-site project in Qatar. The position will be responsible for operational performance, technical service delivery, team leadership, QHSE compliance, and achievement of contractual requirements.</p><h2>Key Responsibilities</h2><ul><li>Lead day-to-day electromechanical maintenance and FM operations across multiple sites.</li><li>Manage engineering, supervisory, technical, and support teams.</li><li>Oversee Mechanical, Electrical, Plumbing (MEP), Civil, ELV, BMS, HVAC, and associated building systems.</li><li>Ensure effective delivery of planned preventive, corrective, and reactive maintenance.</li><li>Monitor operational performance, service levels, and contractual requirements.</li><li>Manage resources, operational budgets, and service performance.</li><li>Develop strong relationships with clients, stakeholders, and supply chain partners.</li><li>Ensure compliance with QHSE requirements and applicable Qatar standards.</li><li>Drive continuous improvement and effective use of technology.</li></ul><h2>Requirements</h2><ul><li>Bachelor's degree in <strong>Mechanical or Electrical Engineering</strong>, or equivalent.</li><li>Minimum <strong>15 years' total experience</strong>, including at least <strong>7 years in Facility Management</strong>.</li><li>Strong GCC experience within large-scale electromechanical/FM projects.</li><li>3 years' experience within schools and kindergartens is preferred.</li><li>Strong knowledge of MEP and Civil systems.</li><li>Proven leadership and multi-team management experience.</li><li>Strong financial and customer relationship management capabilities.</li><li><strong>Fluent in Arabic and English, spoken and written.</strong></li><li>QCDD certification preferred.</li><li>Grade A classification by Kahramaa / competent authority preferred.</li></ul>

Operations Manager – Electromechanical Maintenance

<h2>Job Summary</h2><p>The Help Desk &amp; CAFM System Coordinator will coordinate service requests and work orders across a large-scale <strong>electromechanical maintenance and Facility Management project</strong>, ensuring effective Help Desk operations and accurate use of the CAFM system.</p><h2>Key Responsibilities</h2><ul><li>Manage daily FM Help Desk operations.</li><li>Receive, log, categorize, assign, and monitor maintenance requests.</li><li>Maintain accurate work-order information within the CAFM system.</li><li>Coordinate with customers, engineers, supervisors, and technicians.</li><li>Monitor outstanding work orders and support timely completion.</li><li>Train users on CAFM functionality and established workflows.</li><li>Monitor compliance with Help Desk and CAFM procedures.</li><li>Prepare operational and performance reports.</li><li>Analyze service issues and support fast and effective resolution.</li></ul><h2>Requirements</h2><ul><li>Higher education degree.</li><li>Minimum <strong>2 years' experience in Help Desk operations or Customer Service</strong> within FM or a related environment.</li><li>Previous supervisory-level experience.</li><li>Experience using electronic work-management systems.</li><li>CAFM experience strongly preferred.</li><li>Good understanding of technical and non-technical FM services.</li><li>Strong Microsoft Office skills.</li><li><strong>Fluent in Arabic and English, spoken and written.</strong></li><li>GCC experience preferred.</li></ul>

Help Desk & CAFM System Coordinator

Acciona- Qatar

<p>The <strong>Lead Process Improvement Engineer – Facility Management</strong> is responsible for driving continuous improvement, operational excellence, quality assurance and cost optimisation across Facility Management operations.</p><p>The role works closely with operational, technical and commercial teams to assess actual service delivery, identify performance and cost gaps, improve processes and ensure consistent compliance with contractual requirements, internal standards and industry best practices.</p><p>This is a highly <strong>field-driven and analytical role</strong>, requiring regular engagement with operational sites, clients and internal stakeholders across both Hard and Soft FM Services.</p><h2>Key Responsibilities</h2><h3>Operational Excellence &amp; Site Performance</h3><ul><li>Conduct regular site visits and operational assessments to evaluate actual service delivery and performance.</li><li>Identify gaps between reported performance and actual site conditions.</li><li>Review Hard and Soft FM service delivery and recommend practical improvements.</li><li>Identify operational risks and support site teams in implementing effective corrective measures.</li><li>Challenge existing working practices where required and promote greater consistency across FM contracts.</li><li>Support the standardisation of processes, procedures and operational best practices across sites.</li></ul><h3>Process Improvement &amp; Continuous Improvement</h3><ul><li>Lead continuous improvement and process optimisation initiatives across FM operations.</li><li>Analyse existing workflows and identify opportunities to improve efficiency, productivity, quality and cost.</li><li>Develop and implement improved processes in coordination with operational and functional teams.</li><li>Lead Root Cause Analysis (RCA) for recurring operational failures and service issues.</li><li>Ensure corrective and preventive actions are implemented and monitored through to closure.</li><li>Apply Lean, Six Sigma, TQM and other recognised process improvement methodologies where appropriate.</li></ul><h3>Quality Assurance, Audits &amp; Compliance</h3><ul><li>Conduct structured operational, quality and performance audits across FM contracts.</li><li>Identify non-conformances and areas for improvement.</li><li>Develop, monitor and close corrective action plans.</li><li>Ensure operational activities comply with contractual requirements, internal procedures and relevant industry standards.</li><li>Support implementation and maintenance of applicable ISO management systems and FM best practices.</li></ul><h3>SLA, KPI &amp; Performance Management</h3><ul><li>Review and optimise SLA and KPI frameworks in line with contractual requirements.</li><li>Analyse operational performance and identify trends, recurring issues and areas requiring management intervention.</li><li>Develop dashboards, reports and performance presentations.</li><li>Translate operational data into clear and actionable recommendations for management and site teams.</li><li>Support continuous improvement of service quality and client satisfaction.</li></ul><h3>Commercial &amp; Cost Optimisation</h3><ul><li>Support budgeting, estimation and pricing activities from an operational and technical perspective.</li><li>Review existing cost structures, resource assumptions and estimation methodologies.</li><li>Identify inefficiencies, cost leakage, overestimation and opportunities for optimisation.</li><li>Recommend cost-effective operational solutions without compromising service quality or contractual compliance.</li><li>Support alignment between commercial assumptions and actual operational requirements.</li><li>Contribute to cost reduction and efficiency initiatives across both live contracts and new bids/tenders.</li></ul><h3>Client &amp; Stakeholder Engagement</h3><ul><li>Engage with clients and key stakeholders to understand operational concerns and service expectations.</li><li>Support proactive resolution of service delivery issues.</li><li>Work closely with Operations, Technical, Commercial, Estimation, QHSE and other functional teams.</li><li>Promote a culture of continuous improvement, accountability and operational excellence across FM operations.</li></ul><h3>ESG &amp; Sustainability</h3><ul><li>Support sustainability and ESG initiatives across FM contracts.</li><li>Identify opportunities for improved energy efficiency, waste management and environmental performance.</li><li>Support compliance with environmental and sustainability requirements.</li><li>Contribute to relevant ESG, energy and sustainability reporting.</li></ul><h2>Qualifications &amp; Experience</h2><h3>Education</h3><p>Bachelor’s Degree in one of the following or a related discipline:</p><ul><li>Mechanical Engineering</li><li>Electrical Engineering</li><li>Industrial Engineering</li><li>Environmental Engineering</li><li>Building Services Engineering</li><li>Facilities/Asset Management Engineering</li></ul><h3>Experience</h3><ul><li>Minimum <strong>8–10 years of relevant experience within Facility Management</strong>.</li><li>Strong experience in process improvement, operational excellence and/or Total Quality Management (TQM).</li><li>Demonstrable experience working directly with FM site operations.</li><li>Strong understanding of both <strong>Hard and Soft FM Services</strong>.</li><li>Experience conducting operational audits, quality assessments and performance reviews.</li><li>Experience managing SLA/KPI frameworks and corrective action processes.</li><li>Exposure to estimation, budgeting, resource optimisation and operational cost analysis is highly desirable.</li></ul><h2>Certifications</h2><ul><li><strong>Lean Six Sigma Black Belt – highly preferred/required</strong></li><li>Strong Lean Six Sigma Green Belt candidates with demonstrable process improvement experience may be considered.</li><li>ISO 9001 Internal Auditor certification preferred.</li><li>Recognised Facility Management certification is advantageous.</li></ul><h2>Technical Knowledge</h2><p>Candidates should demonstrate good working knowledge of:</p><ul><li>Hard Services / MEP maintenance</li><li>Soft Services operations</li><li>Asset and maintenance management</li><li>Cleaning standards and best practices</li><li>Waste management and environmental practices</li><li>Quality Management Systems</li><li>Root Cause Analysis</li><li>SLA and KPI development</li><li>Process mapping and optimisation</li><li>Cost and resource optimisation</li><li>CAFM/CMMS environments</li></ul><p>Knowledge of relevant international standards is advantageous, including:</p><ul><li>ISO 9001 – Quality Management</li><li>ISO 14001 – Environmental Management</li><li>ISO 41001 – Facility Management</li><li>ISO 45001 – Occupational Health &amp; Safety</li><li>ISO 50001 – Energy Management</li></ul><h2>Systems &amp; Tools</h2><p>Strong proficiency in:</p><ul><li>Microsoft Excel</li><li>Microsoft PowerPoint</li><li>Microsoft Word</li></ul><p>Experience with some of the following is advantageous:</p><ul><li>Power BI or similar data visualisation tools</li><li>Microsoft Visio or equivalent process mapping tools</li><li>CAFM/CMMS platforms</li><li>MS Project</li><li>Primavera P6</li><li>Monday.com</li><li>Asana</li><li>Jira</li><li>Trello</li><li>Root Cause Analysis tools including 5 Whys and Fishbone Analysis</li></ul><h2>Key Competencies</h2><p>The successful candidate should be:</p><ul><li>Highly proactive and comfortable working independently</li><li>Field-driven with a strong understanding of actual site operations</li><li>Analytical and data-driven</li><li>Commercially aware and cost-conscious</li><li>Confident challenging existing processes and operational practices</li><li>Strong in problem-solving and Root Cause Analysis</li><li>Capable of influencing operational teams and stakeholders</li><li>Focused on measurable and sustainable improvement</li><li>Able to manage multiple contracts, priorities and improvement initiatives simultaneously</li><li>Strong in reporting, presentation and stakeholder communication</li></ul><p>The role requires an individual who can combine <strong>technical FM knowledge, process improvement expertise and commercial awareness</strong> to deliver measurable improvements in service quality, efficiency, compliance and cost performance.</p>

Lead Process Improvement Engineer – Facility Management

<h2>Job Summary</h2><p>The Operations Manager will lead the delivery of facility management services across a large-scale portfolio, ensuring operational performance, contractual compliance, service quality, safety, and client satisfaction. The role requires strong leadership capabilities and solid technical knowledge of civil and architectural systems.</p><h2>Key Responsibilities</h2><ul><li>Manage day-to-day FM operations and ensure services meet contractual SLAs and KPIs.</li><li>Lead and coordinate FM teams, supervisors, engineers, subcontractors, and service providers.</li><li>Monitor civil, architectural, and general building maintenance activities.</li><li>Ensure compliance with Qatar regulations, HSE requirements, quality standards, and client procedures.</li><li>Manage operational performance, resources, reporting, risks, and corrective actions.</li><li>Liaise with clients and stakeholders and ensure issues are resolved effectively.</li><li>Drive continuous improvement and maintain high standards of service delivery.</li></ul><h2>Requirements</h2><ul><li>Bachelor's degree in Civil Engineering, Architecture Engineering, or equivalent.</li><li>Minimum <strong>15 years' total experience</strong>, including at least <strong>7 years in Facility Management</strong>.</li><li>GCC experience within large-scale FM projects.</li><li>Experience within <strong>schools, kindergartens, or educational facilities</strong> is highly preferred.</li><li>Strong understanding of civil and architectural systems.</li><li>Strong leadership, planning, communication, and problem-solving skills.</li><li><strong>Fluent in Arabic and English – mandatory.</strong></li><li>MMUP/UPDA certification is preferred.</li></ul>

Operations Manager

<h2>Job Summary</h2><p>The Facility Management Engineer – Architecture will oversee architectural and building fabric maintenance activities, ensuring facilities remain safe, functional, compliant, and maintained to the required standards.</p><h2>Key Responsibilities</h2><ul><li>Monitor architectural, civil, and building fabric maintenance works.</li><li>Conduct inspections and identify defects and maintenance requirements.</li><li>Coordinate planned and reactive maintenance activities.</li><li>Supervise technicians and specialist contractors.</li><li>Prepare technical reports and recommend corrective solutions.</li><li>Ensure works comply with Qatar codes, specifications, HSE, and quality standards.</li><li>Support SLA/KPI achievement and overall FM service delivery.</li></ul><h2>Requirements</h2><ul><li>Bachelor's degree in <strong>Architecture Engineering</strong> or equivalent.</li><li>Minimum <strong>3 years' experience in Facility Management and/or Project Management</strong> within the GCC.</li><li><strong>UPDA/MMUP Grade B or C – mandatory.</strong></li><li>Strong professional knowledge of architectural and civil works.</li><li>Good knowledge of Qatar standards and building codes.</li><li><strong>Fluent in Arabic and English – mandatory.</strong></li><li>Strong communication, analytical, planning, and problem-solving capabilities.</li></ul>

Facility Management Engineer – Architecture

<h2>Job Summary</h2><p>The Facility Management Manager – Civil will manage civil maintenance and FM activities across assigned facilities, ensuring effective service delivery, technical compliance, quality, safety, and achievement of contractual requirements.</p><h2>Key Responsibilities</h2><ul><li>Manage civil maintenance and associated FM activities.</li><li>Supervise engineers, supervisors, technicians, and subcontractors.</li><li>Monitor preventive and corrective maintenance activities.</li><li>Ensure compliance with Qatar standards, codes, HSE, environmental, and quality requirements.</li><li>Monitor service performance against SLAs and KPIs.</li><li>Identify technical issues and implement effective corrective solutions.</li><li>Coordinate with clients, consultants, contractors, and internal teams.</li></ul><h2>Requirements</h2><ul><li>Bachelor's degree in <strong>Civil Engineering</strong> or equivalent.</li><li>Minimum <strong>7 years' relevant experience</strong> in FM/civil maintenance.</li><li><strong>UPDA/MMUP Grade A or B – mandatory.</strong></li><li>Strong professional knowledge of civil works and building maintenance.</li><li>Good knowledge of Qatar regulations, Quality, HSE, and Environmental Management.</li><li><strong>Fluent in Arabic and English – mandatory.</strong></li><li>Experience with school/kindergarten FM contracts in the GCC is highly preferred.</li><li>CFM, FMP or SFP certification is preferred.</li><li>PMP certification is an advantage.</li></ul>

Facility Management Manager – Civil

<h2>Job Summary</h2><p>The Facilities Manager will manage the delivery of <strong>electromechanical maintenance and technical FM services</strong> across assigned facilities, ensuring reliable operation of building systems, effective maintenance delivery, and compliance with contractual and regulatory requirements.</p><h2>Key Responsibilities</h2><ul><li>Manage daily electromechanical and technical FM operations.</li><li>Oversee electrical, mechanical, ELV, controls, BMS, HVAC, elevators, and fire protection systems.</li><li>Manage preventive, corrective, and reactive maintenance activities.</li><li>Lead engineers, supervisors, technicians, and specialist service providers.</li><li>Monitor technical performance and resolve operational issues.</li><li>Ensure compliance with QHSE requirements and applicable standards.</li><li>Monitor service performance and implement corrective actions.</li><li>Plan resources and supervise multiple technical teams.</li><li>Coordinate with clients, contractors, and project stakeholders.</li></ul><h2>Requirements</h2><ul><li>Bachelor's degree in <strong>Mechanical or Electrical Engineering</strong>, or equivalent.</li><li>Minimum <strong>7 years' total experience</strong>, including <strong>5 years in Facility Management</strong>.</li><li>Relevant GCC experience within large-scale FM/electromechanical projects.</li><li>3 years' experience managing schools and kindergartens is preferred.</li><li>Strong knowledge of electrical, ELV, BMS, HVAC, elevators, fire protection, and mechanical systems.</li><li><strong>Fluent in Arabic and English, spoken and written.</strong></li><li>CFM, FMP, or SFP certification preferred.</li><li>QCDD certification preferred.</li><li>Grade A classification by Kahramaa / competent authority preferred.</li></ul>

Facilities Manager – Electromechanical Maintenance

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