Director- Delivery & Installation Operations

Location: Dubai, UAE

• This role exists to industrialize delivery and installation operations by introducing scalable operational systems, process discipline, and advanced last-mile execution methodologies into a high-volume, concurrent project environment.
• The position does not replace existing technical expertise — it complements it by building the operational architecture, governance, and scalability layer the business requires for its next phase of growth.
• The organization currently operates approximately 25 active customer projects per day across varying project sizes, product categories, installation durations, site conditions, and customer expectations.
• The environment has transitioned from a linear model to a dynamic operational network requiring:
• Concurrent multi-site project management
• Daily resource reallocation and scheduling
• Continuous customer communication at scale
• Real-time operational dependency management
• Structured escalation and SLA-based execution
• The core challenge is not technical installation knowledge — the organization possesses strong field execution capability.
• The gap is the absence of advanced process-driven operational leadership capable of transforming fragmented execution into a scalable, predictable, and systemized operational engine.

1. Operational Architecture & Process Design

• Design, document, and implement end-to-end operational workflows covering scheduling, dispatch, installation sequencing, and project closure
• Standardize all field execution processes across crew types, project categories, and site conditions
• Build and maintain operational SOPs, handover protocols, and quality checkpoints
• Transition the department from reactive firefighting to a structured, repeatable execution model

2. Multi-Project Scheduling & Dispatch Optimization

• Own the daily and weekly scheduling function for all active installation and delivery projects
• Implement dispatch optimization logic to maximize crew utilization and minimize idle time
• Develop priority sequencing models that account for site readiness, product availability, and customer commitments
• Manage resource conflicts and reallocate teams dynamically in response to live operational changes

3. Operational Control Tower

• Establish and operate a live control tower function providing real-time visibility into all active projects
• Define and monitor key operational KPIs: on-time completion rate, revisit rate, crew utilisation, SLA adherence, and delay frequency
• Build dashboards and reporting structures for daily operational review and senior management reporting
• Identify operational bottlenecks early and drive structured resolution

4. Workforce Coordination & Utilisation

• Manage crew capacity planning, deployment, and productivity tracking
• Coordinate with HR on workforce resourcing, shift planning, and contractor management
• Develop performance frameworks for field teams aligned to operational KPIs
• Reduce overdependence on key individuals by building cross-trained, interchangeable crew structures

5. Customer Coordination & SLA Management

• Define and enforce SLA frameworks covering installation lead times, communication standards, and escalation thresholds
• Work with customer-facing teams to align operational capacity with customer commitments
• Build structured customer coordination protocols for pre-installation, day-of, and post-installation touchpoints
• Own escalation handling for time-sensitive or complex customer situations

6. Technology & Systems Integration

• Lead the evaluation, selection, and implementation of operational management technology (scheduling tools, field service management platforms, and dispatch systems)
• Work with IT to integrate operational systems with ERP, CRM, and customer portals
• Drive adoption of digital tools across field teams to improve real-time communication and job visibility

7. Cross-Functional Coordination

• Act as the primary operational interface between the installation department, sales, logistics, procurement, and customer experience teams
• Align project execution timelines with product availability, warehouse readiness, and client schedules
• Participate in strategic planning discussions to translate business growth targets into operational capacity requirements

8. Leadership & Culture

• Build and mentor a high-performance operational leadership team within the department
• Establish a culture of accountability, process discipline, and continuous improvement
• Champion data-driven decision-making and operational transparency across all levels of the team

Academic Qualification

Certification

Experience