Head of Service Delivery Al Futtaim Private Company (LLC)

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.

Strategic Transformation and Innovation

• 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%.

Home Automation Managed Services Development

• 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.

Digital Transformation Strategy

• 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.

Team Management and Development

• Lead, mentor, and develop a high-performing team of service managers, engineers, and technicians.

• Foster a culture of excellence, continuous improvement, and customer-centricity.

• Ensure all team members are well-equipped, trained, and informed to execute duties effectively.

• 95-130% of team goals met or exceeded annually.

• Achieve a 95% training participation and 90% retention rate for key team members over two years.

• Ensure 100% of team members complete required training annually.

• Achieve an employee engagement score of 85% or higher.

Client Relationship and Stakeholder Management

• Build and maintain strong, long-term relationships with clients, stakeholders, and third-party vendors.

• Act as the primary point of contact for major clients on service delivery matters.

• Interact regularly with key clients to review performance, gather feedback, and adapt services.

• Maintain a client satisfaction score of 95% or higher.

• Resolve 95% of client issues within agreed SLAs.

• Achieve a Net Promoter Score (NPS) of 9 or 10.

• Implement at least 70% of client-suggested improvements annually.

Financial and Risk Management

• Monitor and control service budgets, ensuring profitability and financial accountability.

• Identify, analyze, and mitigate service risks throughout the service lifecycle.

• Achieve a profit margin of at least 95% of planned for all services.

• Successfully mitigate 95% of identified service risks before impact.

• Keep cost variance below 5% across all services.

• Maintain a budget adherence rate of 95% or higher.

Required Skills To Be Successful:

• Advanced leadership skills with proven team management experience.

• Strong expertise in digital transformation and AI technology integration.

• Exceptional financial management skills including budgeting and cost control.

• Comprehensive experience in service lifecycle and management methodologies such as ITIL.