Key Responsibilities:

Monitoring Service Delivery:

• Monitor the service delivery and adherence to Service Level Agreements (SLAs) by the service providers through the CAFM system
• Address complicated and disputed service request promptly and effectively, ensuring resolution to the satisfaction of all parties involved
• Manage (oversee) the FM Service Provider (management function) to make certain they are managing their in-house resources and out-sourced third-party service providers, maintaining the physical asset and delivering a quality service in accordance with the SLA
• Coordinate and facilitate the execution of appropriate terms and conditions for the Service Agreement
• Review of Service Provider reports, and validating KPI performance in accordance with the Service Level Agreement and contract deliverables, highlight service shortfalls with recommendations and measures to improve performance
• Review and validate Service Provider performance reports and asset condition and performance reports to inform decision making
• Take proactive action on failures, analyze lapses, and provide effective solutions to enhance service quality
• Review of Incident reports and Root Cause Analysis reports and ensure the corrective actions are completed effectively

Planned Preventative Maintenance, Reactive Maintenance and Building Inspections:

• Review of Service Provider maintenance plans, quarterly reports, annual maintenance report, operational plans, budget plans in conjunction with the FM Service Provider and make recommendations to the Associate Director of Facilities
• Review service variations (technical and commercial) related to repairs and rectifications identified during maintenance activities
• Ensure targeted QA-QC verification and building inspections are conducted by the service providers
• Carry out QA-QC Inspection on CAFM Data related to Asset Register, PPM & Reactive tasks data

Escalation Handling and Complaint Management:

• Handle end user or stakeholder escalations promptly and efficiently, engaging directly if required, to resolve issues and restore satisfaction
• Utilize effective communication skills to manage escalations and maintain positive end user or stakeholder relationships

Asset Inspections:

• Conduct regular planned inspections, unplanned inspections, and surprise inspections of assets
• Manage and oversee asset inspections, ensuring compliance with established standards and procedures

Local Law & Statutory Compliance Management:

• Ensure FM Service delivery including maintenances and all practices are always in compliance with all local codes and laws
• Lead the annual inspection on behalf of NYUAD, conducted by various government entities such as Abu Dhabi Civil Defense Authority, etc.

Engagement with Stake Holders:

• Partake in meetings, work and effectively communicate with key stakeholders (academic and administrative) of the University and its government partners, internal departments, and third parties including Service Providers and contractors to make necessary decisions
• Stakeholder engagement and carry out surveys to gauge the service levels and identifying measures
• Develop healthy relationships with stakeholders by maximizing service delivery and asset performance on part of the Service Provider
• Maintain effective communication with end users and Service Provider to manage end user expectation

Utilities & Waste Management:

• Develop energy and environmental management optimization plans in conjunction with FM Service provider
• Monitor utility consumption, waste generation and expenditure
• Review FM Service Provider’s Utilities Optimization Plans and provide guidance to achieve utilities and waste reduction targets

Health & Safety:

• Formulate health and safety initiatives, undertake inspections and risk assessments with NYUAD EHS and implement the NYUAD EHS Policy and ensure the Service Provider is in compliance with NYUAD EHS Policies and Abu Dhabi Occupational Safety and Health Center (OSHAD)