Hard/Soft Services Lead

Line Manager (Job Title): IFM Director

Project Location: Muscat, Oman

Job Summary:

The Hard/Soft Services Lead will be responsible for the effective delivery, performance management, and continuous improvement of all hard and soft facilities management services within the project. This includes overseeing technical operations (MEP, HVAC, fire systems) and support services (cleaning, security, landscaping, etc.), ensuring compliance with contract specifications, health and safety standards, and industry best practices. The role will support the Facilities Management Director in the integrated delivery of services while ensuring operational excellence, sustainability, and stakeholder satisfaction.

Duties & Responsibilities/Deliverables:

Hard Services Oversight:

• Manage and supervise the operation and maintenance of all mechanical, electrical, plumbing (MEP) systems, HVAC, elevators, fire protection, and other critical engineering services.
• Ensure preventive, corrective, and reactive maintenance schedules are effectively implemented and documented.
• Support the commissioning, testing, and handover processes of new systems and assets.
• Monitor system performance and initiate upgrades or optimization plans as needed.

Soft Services Oversight:

• Oversee delivery of housekeeping, pest control, landscaping, waste management, and security services across the complex.
• Ensure soft services meet agreed service levels and enhance customer satisfaction and the guest experience.
• Liaise with service providers to ensure training, presentation, and conduct of soft service staff align with project standards.

Operational Excellence & Compliance:

• Develop and enforce SOPs for all service areas in compliance with Omani laws, safety codes, and international FM standards.
• Lead inspections, audits, and performance reviews to ensure contract compliance and continuous improvement.
• Respond promptly to emergencies and support crisis management protocols.

People & Contractor Management:

• Supervise and coordinate in-house and outsourced teams, including technical staff, service providers, and contractors.
• Support recruitment, onboarding, and ongoing training of FM staff to maintain high competency levels.
• Assist in managing vendor contracts, performance KPIs, and penalties/bonuses based on SLA performance.

Reporting & Communication:

• Maintain records of asset performance, maintenance logs, incidents, and service reports.
• Provide regular updates and reports to the Facilities Management Director on service delivery and performance metrics.
• Facilitate effective communication between departments to ensure integrated FM operations.

Sustainability & Innovation:

• Promote and implement energy-saving initiatives and sustainable operational practices.
• Identify and recommend new technologies or systems that enhance service efficiency and environmental performance.

Education & Experience:

• Bachelor's degree in engineering, Facilities Management, or related field (technical discipline preferred).
• Minimum 8+ years of experience managing hard/soft FM services in large-scale or complex properties.
• Strong knowledge of technical systems (MEP/HVAC), soft services operations, and relevant regulatory standards.
• Experience with cultural, institutional, or public-use facilities is an advantage.
• Prior GCC experience is preferred.
• Excellent leadership, communication, and contractor management skills.

Skills & Person Specification:

• Strong leadership, communication, and stakeholder management skills.
• Excellent analytical and strategic planning capabilities.
• Excellent problem-solving and decision-making abilities.
• Detail-oriented and well-organized, with the ability to manage multiple tasks concurrently.
• Ability to work effectively under pressure and meet tight deadlines.