Job description

Overview Of the Role:

The Assistant Operations Manager supports the day-to-day operational excellence of Dubai Festival City Mall and Marsa Boulevard, with a primary focus on Soft and Hard Facilities Management, contract performance, project coordination, and frontline operational representation.

The role acts as a key support function to ensure service quality, safety, asset integrity, customer experience, and stakeholder coordination—particularly during events, weekends, and holidays.

What You Will Do:

1. AMC Performance & FM Contract Management (Soft & Hard FM)

Hard FM (Technical & Asset Management):

• Support the monitoring and performance evaluation of Hard FM AMCs, including MEP systems, HVAC, electrical, plumbing, fire & life safety, BMS, vertical transportation, and specialist systems.
• Assist in reviewing KPI/SLA compliance, service reports, asset coverage, preventive maintenance plans, and corrective actions.
• Support site inspections to verify workmanship quality, response times, and asset performance.
• Identify recurring issues, missed assets, and operational risks, escalating concerns with clear recommendations.

Soft FM (Customer-Facing Services):

• Support the performance management of Soft FM contracts, including cleaning, waste management, pest control, landscaping, security coordination, and concierge-related services.
• Conduct inspections and audits to ensure hospitality-level standards, hygiene, presentation, and customer experience.
• Support service improvement initiatives based on customer feedback, audits, and operational observations.

General Contract Oversight:

• Assist in performance rating exercises, deductions, corrective action tracking, and monthly/quarterly reviews.
• Maintain structured documentation, logs, and follow-ups to support governance and audits.

2. Project Management Support & RFP Coordination

• Support the planning, coordination, and execution of refurbishment projects, minor capital works, and asset lifecycle replacement projects.
• Assist in developing RFPs, scopes of work, technical clarifications, BOQs, and evaluation support in coordination with Procurement and internal stakeholders.
• Support site coordination during project execution, including contractor access, safety compliance, phasing, and operational continuity.
• Monitor project progress against timelines, budgets, and quality expectations.
• Support defect tracking, snagging, and handover documentation.
• Ensure refurbishment works align with operational requirements, customer experience, and asset protection objectives.

3. Marsa Boulevard & Mall Duty Management

• Act as Duty Manager coverage for Dubai Festival City Mall and Marsa Boulevard, particularly during:
• Events
• Weekends
• Public holidays
• Peak trading periods
• Conduct operational inspections and audits covering safety, cleanliness, tenant compliance, and customer experience.
• Represent management on-site, acting as the first point of escalation for operational incidents.
• Coordinate with multiple departments including:
• Security
• Marketing & Events
• Leasing & Retail Delivery
• Hard & Soft FM teams
• External authorities and service providers (as required)
• Support event readiness, operational walkthroughs, and post-event reviews.
• Ensure compliance with mall policies, HSE standards, and operational procedures.

Work Pattern & Shift Requirements (Add as a standalone section)

• This role is shift-based, requiring flexibility to work across rotational shifts.
• Coverage includes weekends, public holidays, evenings, and event days, in line with mall and Marsa Boulevard operational requirements.
• The role requires on-site presence during peak trading periods, major events, and operational escalations to ensure continuity of service, safety, and customer experience.

Skills

What Qualifies You For The Role:

Experience Requirements

• Minimum 2–3 years’ experience in one or more of the following:
• Facilities Management (Soft and/or Hard FM)
• Mall or mixed-use operations
• Operations management
• Project management or coordination
• Hospitality or customer experience-driven environments
• Experience working in live operational environments (malls, hotels, mixed-use developments) is highly preferred.

Qualifications

• Bachelor’s degree in Engineering, Facilities Management, Hospitality Management, Business Administration, or a related field is preferred.
• FM, project management, or hospitality certifications are an advantage but not mandatory.

Job-Specific Skills:

Technical & Professional Skills

• Good understanding of FM operations, service delivery models, and contractor management.
• Basic to intermediate knowledge of MEP systems and soft services operations.
• Strong coordination and follow-up skills across multiple stakeholders.
• Ability to read and support technical scopes, drawings, and project documentation.
• Familiarity with KPIs, SLAs, audits, and operational reporting.

Behavioral & Leadership Skills

• Strong ownership, accountability, and attention to detail.
• Customer-focused mindset with a hospitality-oriented approach.
• Ability to remain calm and decisive during incidents or peak operations.
• Strong communication skills—written and verbal.
• Willingness to work flexible hours, including weekends, nights, and holidays when required.