Director- Delivery & Installation Operations

Role : 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

1. 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

1. 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

1. 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

1. 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

1. 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

1. 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

1. Leadership & Culture

• Build and mentor a high-performance operational leadership team within the …