Available to hire
Senior operations and service delivery leader with 17 years of UAE experience across operations management, service delivery, client relationship management, facilities operations, smart infrastructure, vendor coordination, and project operations. Proven ability to lead 300+ employees, manage 23+ concurrent projects, control an AED 9M operational P&L, and maintain 96% client satisfaction through SLA governance, KPI management, workforce planning, capacity management, resource allocation, quality control, and cost discipline.
Experience Level
Language
Arabic
Fluent
English
Advanced
Work Experience
Implementation Project Manager at Parkin Company PJSC
February 1, 2025 - July 1, 2026Managed end-to-end implementation, operational readiness, and handover of smart parking solutions across high-profile commercial sites, from contract award through go-live. Delivered smart parking infrastructure projects for Majid Al Futtaim at Mall of the Emirates and Deira City Centre by coordinating Parkin, RTA, clients, technology vendors, and service providers. Led project planning, testing, commissioning, issue tracking, and operational mobilisation to support smooth go-live with minimal disruption to live retail operations. Coordinated site readiness, access arrangements, compliance requirements, vendor activities, technical delivery milestones, and operational handover to maintain timelines. Monitored delivery risks, system readiness, vendor performance, and post-go-live issues to strengthen SLA compliance and service reliability. Prepared executive reports, governance updates, risk registers, and decision papers to improve escalation management and leadership visibility.
Head of Operations at Al Shirawi Group of Companies
October 1, 2008 - November 1, 2024Led daily operations across two business units, aligning service delivery, workforce performance, client satisfaction, commercial results, and operational priorities with company strategy. Managed 300+ employees and 23+ concurrent projects for major clients including Aldar, Meraas, DIFC, Merex, Abu Dhabi Airport, and City Walk Dubai. Maintained 96% client satisfaction through client governance, fast escalation resolution, and strengthened service quality controls. Owned an operational P&L of ~AED 9M, controlling costs, protecting margins, and supporting financial discipline while maintaining service quality. Developed SOPs, KPI frameworks, SLA controls, reporting structures, customer experience processes, and governance mechanisms. Managed workforce planning, capacity allocation, resource deployment, and operational scheduling across multiple projects. Handled contract negotiations, supplier relationships, procurement coordination, and vendor performance management. Prepared executive
Education
Master of Business Administration (MBA) - Operations and Project Management at Geneva Business School, Switzerland
January 1, 2018 - January 1, 2018Bachelor of Business Administration at Modern University for Business and Science, Lebanon
January 1, 2002 - January 1, 2002Qualifications
PMP (Project Management Professional) - PMI
August 1, 2024 - August 17, 2026Certified Manager in Managing AI (CPMAI) - PMI
February 1, 2026 - August 17, 2026MBA (Operations and Project Management) - Geneva Business School
January 1, 2018 - January 1, 2018Industry Experience
Government, Professional Services, Real Estate & Construction, Transportation & Logistics, Other
Experience Level
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