مشرف مدني أول

1. Key Strategic Accountabilities

1. Ensure effective delivery of civil maintenance services across assigned buildings and sites in accordance with contractual obligations, agreed service levels, and customer expectations.
2. Maintain high levels of customer satisfaction through timely resolution of service requests, effective communication, and proactive follow-up on complaints.
3. Ensure efficient utilization of manpower, materials, tools, and equipment to control operational costs and minimize wastage.
4. Support the Facilities Manager in achieving contract performance targets, maintaining service quality, and meeting operational commitments.
5. Maintain compliance with HSE requirements, approved work procedures, quality standards, and applicable site regulations.
6. Support business continuity and customer retention by maintaining strong relationships with customers, tenants, vendors, and specialist subcontractors.
7. Contribute to commercial performance by supporting work estimation, material planning, service documentation, billing, and payment collection.
8. Develop team capabilities and promote continuous improvement in civil maintenance operations.

2. Operational Accountabilities

1. Coordinate daily civil maintenance activities across assigned sites and allocate service requests to supervisors, technicians, and maintenance workers based on priority and availability.
2. Monitor the status of customer service requests and ensure that inspections, repairs, and maintenance activities are completed within the agreed contractual timelines.
3. Conduct regular site inspections to assess the condition of civil systems, identify defects, and ensure that completed works meet the required quality standards.
4. Supervise maintenance and repair works involving masonry, carpentry, painting, false ceilings, waterproofing, glass, steel, aluminium panels, and other civil-related systems.
5. Prepare and revise daily and weekly work schedules based on service request priorities, site requirements, manpower availability, and emergency maintenance needs.
6. Assess site requirements and arrange the necessary manpower, materials, consumables, tools, and equipment to execute assigned tasks efficiently.
7. Monitor material consumption, maintain stock records, coordinate material requisitions, and ensure the availability of essential spare parts and consumables at site.
8. Coordinate with specialist subcontractors for activities requiring specialized skills or equipment, and monitor their work to ensure compliance with scope, quality, safety, and timelines.
9. Ensure that all maintenance activities are performed in accordance with approved HSE procedures, permit requirements, and site safety guidelines.
10. Verify completed works, arrange customer or tenant inspections where required, obtain completion certifications and service acknowledgements, and ensure the timely closure of service requests.
11. Prepare daily work progress reports, manpower deployment records, material consumption reports, service request updates, and other operational documentation.
12. Assist in estimating civil maintenance works, preparing material quantities, assessing manpower requirements, and providing cost inputs for quotations and additional works.
13. Coordinate with the commercial team to provide completed work records, supporting documents, service reports, and customer approvals required for billing and payment follow-up.
14. Monitor complaints, repeated defects, pending service requests, and overdue activities, and take corrective action to prevent service delays and recurrence of issues.
15. Maintain effective coordination with the customer, tenants, internal departments, suppliers, and subcontractors to resolve operational issues and ensure smooth service delivery.

3. People Management

• Supervise and coordinate a team of approximately 25 personnel, including subordinate supervisors, technicians, and civil maintenance workers, as applicable to the site structure.
• Allocate daily tasks, establish work priorities, and monitor individual and team performance.
• Ensure adequate manpower deployment and attendance to meet planned maintenance schedules and emergency service requirements.
• Provide on-the-job guidance and training to improve technical competency, work quality, productivity, and safety awareness.
• Identify skill gaps and recommend suitable training and development initiatives.
• Monitor discipline, productivity, adherence to work schedules, and compliance with company policies.
• Encourage teamwork, accountability, and a customer-focused approach among team members.

4. Product / Process Improvement

• Identify opportunities to improve civil maintenance procedures, service response times, and work completion efficiency.
• Monitor recurring defects and customer complaints and recommend preventive or corrective actions.
• Promote effective material management practices to minimize wastage, unnecessary consumption, and repeat repairs.
• Recommend improvements in manpower allocation, work scheduling, and maintenance planning.
• Ensure proper documentation of completed works, inspection findings, and maintenance history.
• Encourage the use of appropriate maintenance techniques, tools, and materials to improve service quality and durability.
• Share operational feedback and improvement recommendations with the Facilities Manager.

5. Communication

• Coordinate regularly with the Facilities Manager regarding work progress, pending service requests, manpower requirements, material shortages, and operational challenges.
• Communicate with customers and tenants to understand maintenance requirements, explain proposed solutions, address complaints, and obtain work completion confirmations.
• Liaise with internal teams, including procurement, stores, commercial, and administration, to ensure timely availability of resources and supporting documentation.
• Coordinate with vendors and specialist subcontractors regarding work schedules, material delivery, site access, and completion requirements.
• Conduct daily briefings with team members to communicate work priorities, safety requirements, and expected deliverables.
• Prepare and submit accurate operational reports and escalate critical issues, delays, safety concerns, and customer complaints to the Facilities Manager.

6. Qualification / Experience – Educational and Technical Certifications

Educational Qualifications

- Bachelor's degree in Civil Engineering is preferred.

Technical Certifications

• Relevant training or certification in facilities management, civil maintenance, HSE, or quality management would be an advantage.
• Valid UAE driving licence is an advantage, where site travel is required.

7. Knowledge & Skill

Technical Skills

• Knowledge of civil maintenance systems and repair techniques, including masonry, carpentry, painting, false ceilings, waterproofing, glass works, steel works, and aluminium panel works.
• Ability to estimate civil maintenance works, calculate material quantities, and assess manpower requirements.
• Knowledge of work scheduling, resource allocation, material management, and maintenance service request systems.
• Understanding of quality inspection procedures, HSE requirements, and safe working practices.
• Ability to prepare maintenance reports, work completion records, material requisitions, and basic cost estimates.
• Proficiency in MS Office and maintenance reporting systems.

Behavioral Competencies

• Leadership and team coordination
• Planning and organizing
• Analytical thinking and problem-solving
• Customer service orientation
• Communication and interpersonal skills
• Teamwork and cooperation
• Accountability and integrity
• People development
• Decision-making and adaptability
• Cost awareness and resource optimization

8. Experience

• Minimum 5–6 years of overall experience in civil maintenance, preferably in high-rise buildings, residential communities, commercial buildings, or integrated facilities management environments.
• Minimum 2 years of relevant experience in the GCC, preferably in the UAE.
• Experience supervising and coordinating a civil maintenance team of approximately 25 personnel.
• Practical experience in handling customer service requests, maintenance schedules, site inspections, material planning, and subcontractor coordination.
• Experience in civil works estimation, manpower planning, and quality control.
• Experience working in a customer-facing facilities management contract will be an advantage.

9. Key Performance Measures

1. Service Request Closure: Percentage of service requests completed within agreed contractual timelines and service-level requirements.
2. Response Time: Compliance with agreed response times for routine, urgent, and emergency maintenance requests.
3. Customer Satisfaction: Customer feedback, complaint levels, and resolution of escalated issues.
4. Quality of Work: Percentage of completed works accepted without rework or repeat complaints.
5. HSE Compliance: Compliance with site safety procedures, permit requirements, and incident prevention targets.
6. Manpower Productivity: Effective deployment of personnel and achievement of planned daily and weekly work targets.
7. Material Management: Availability of essential materials, accuracy of stock records, and reduction in material wastage.
8. Cost Control: Adherence to approved material and manpower estimates and effective control of avoidable operational costs.
9. Documentation and Reporting: Timely submission of service reports, work completion certificates, material records, and supporting billing documents.
10. Subcontractor Performance: Timely completion and quality of subcontracted works in accordance with agreed requirements.
11. Team Development: Completion of required training, improvement in team productivity, and compliance with operational procedures.
12. Commercial Support: Timely submission of supporting documents for additional works, billing, and customer payment follow-up.