About the Role
The role involves end-to-end operational management of a mixed-use property, ensuring optimal performance of all building systems and services while aligning with UAPM's asset management strategy.
Responsibilities Own end-to-end operational management of the assigned mixed-use property, serving as the primary point of accountability for all building systems, services, and performance outcomes. Develop, implement, and monitor annual property operations plans, aligning with UAPM's asset management strategy and portfolio objectives. Oversee the full spectrum of Hard FM activities — HVAC, MEP systems, elevators, fire safety, structural maintenance, and building fabric — ensuring system uptime and reliability. Oversee Soft FM services including cleaning, landscaping, security, waste management, and pest control through outsourced service providers. Transition property maintenance from reactive to preventive and predictive models; establish and maintain a CAFM/CMMS-based preventive maintenance schedule covering all critical building systems. Monitor and interpret building performance data via BMS and IoT sensors to enable proactive fault detection, energy optimisation, and anomaly resolution. Conduct routine property inspections and ensure that all defects, snags, and corrective actions are documented and closed within agreed timeframes. Manage all outsourced Hard FM and Soft FM service providers, holding them to contractual KPIs, SLAs, and UAPM quality standards. Lead the vendor performance review process — track contractor scorecards, escalate underperformance, and recommend contract renewals, modifications, or terminations to the Executive Director. Coordinate contractor mobilisation, on-site access control, HSE induction, and permit-to-work compliance for all third-party works. Review and process vendor invoices within agreed timelines, verifying against completed work orders and contract terms prior to approval. Maintain an up-to-date vendor register, service contracts database, and approved supplier list within Yardi. Prepare the annual property operations and maintenance (O&M) budget in coordination with the Executive Director and Finance team. Monitor and control operational expenditure against approved budget; investigate variances and implement corrective measures. Process purchase requests, work orders, and vendor payments within delegated authority limits using Yardi and Kissflow. Identify cost-saving opportunities through service consolidation, energy reduction initiatives, and preventive maintenance efficiencies. Prepare monthly financial performance reports, cost variance analyses, and expenditure forecasts for management review. Ensure the property fully complies with all applicable Saudi regulations and standards, including Civil Defence requirements, NFPA, SASO, MOMRA, and municipality codes. Maintain up-to-date records of all regulatory inspections, licences, permits, and certificates of compliance. Oversee fire safety systems testing, emergency evacuation planning, and coordination with Civil Defence authorities for approvals and inspections. Enforce HSE policies across all on-site personnel, contractors, and vendors; conduct safety audits and ensure prompt close-out of any non-conformances. Manage all statutory inspection schedules (elevators, pressure vessels, electrical systems, fire suppression, etc.) and ensure third-party certifications are current. Act as the primary operational point of contact for tenants at the property, managing service requests, complaints, and escalations via Freshdesk within agreed SLA timeframes. Conduct periodic tenant satisfaction assessments and translate feedback into actionable service improvements. Coordinate with the Tenant Coordination team on fit-out works, handovers, and any tenant-driven modifications to the property. Maintain professional, responsive communication with all property stakeholders including tenants, government authorities, and utility providers. Lead, manage, and develop a team of three direct reports, setting clear performance objectives aligned to property KPIs. Conduct regular one-to-ones, annual performance appraisals, and development planning discussions for all direct reports via Kayan HR. Foster a safety-first, continuous improvement culture within the team, encouraging proactive reporting of risks, inefficiencies, and improvement ideas. Allocate team workloads effectively, manage task progress in Wrike, and ensure capacity is balanced across preventive, reactive, and project-based activities. Own property-level operational data — work orders, asset registers, maintenance logs, energy consumption, and cost records — ensuring accuracy and completeness in Yardi and CAFM systems. Prepare and submit monthly property performance reports covering maintenance KPIs, financial summaries, tenant satisfaction scores, and compliance status. Build and maintain Power BI dashboards tracking key operational metrics for the Executive Director's review. Lead continuous improvement initiatives targeting energy efficiency, planned vs. reactive maintenance ratios, and vendor cost optimisation. Monitor ESG-relevant metrics including energy and water consumption, waste management, and progress toward green building compliance (LEED, Mostadam).
Qualifications Bachelor's degree in Facilities Management, Engineering (Mechanical, Electrical, or Civil), Real Estate Management, or a related discipline. Professional certification preferred: IFMA CFM, BIFM (IWFM), PMP, or equivalent FM or project management credential.
Required Experience & Skills Minimum 5 years of experience in facilities or property management, with at least 2 years in a management or supervisory role. Demonstrated experience managing mixed-use or large commercial/retail properties, including Hard FM and Soft FM service streams. Proven track record of managing outsourced FM contractors and holding service providers to KPI and SLA performance standards. Familiarity with Saudi regulatory requirements: Civil Defence, NFPA, SASO, MOMRA, and municipality compliance.
Technical Skills & Tools Yardi — work order management, vendor tracking, cost monitoring, and property management reporting. Freshdesk — tenant service request management, complaint tracking, and SLA monitoring. Wrike — task assignment, project tracking, contractor coordination, and team workflow management. Kissflow — internal process requests, purchase order workflows, and digital form approvals. Microsoft 365 — Teams, Outlook, Share Point, Excel (maintenance logs, asset registers, cost tracking), Power Point. Advanced Excel — operational KPI dashboards, financial variance analysis, and management reporting. CAFM/CMMS platforms — preventive maintenance scheduling, asset lifecycle management, and work order automation. Monitoring building system performance, energy consumption, and anomaly detection.
Behavioural Competencies Accountability — takes full ownership of property performance and team deliverables. Leadership — motivates direct reports and holds outsourced service providers to standard. Stakeholder Management — builds effective working relationships with tenants, contractors, and internal functions. Resilience & Composure — manages competing priorities and on-site emergencies with composure. Functional Competencies FM Operations — depth across Hard FM and Soft FM service disciplines. Vendor & Contract Management — enforces SLAs, manages contractor performance, and drives value from outsourced relationships. Regulatory & Compliance — applies Saudi FM regulations, fire safety codes, and HSE frameworks accurately. Financial Acumen — controls O&M budgets and produces clear financial variance analysis. Data-Driven Operations — uses FM systems and dashboards to drive evidence-based decisions.