IT / CAFM Team Leader

About the Role:
The IT/CAFM Team Leader is responsible for managing all digital systems that support Facilities Management operations for a large university student accommodation project in Abu Dhabi. This includes configuring and maintaining CAFM platforms, BMS dashboards, Helpdesk systems, and FM-related IT infrastructure. The role ensures seamless system integration, accurate data management, and full compliance with contractual performance and reporting requirements.

Key Responsibilities:

• Configure, operate, and maintain the CAFM platform to support PPM, reactive maintenance, SLAs, lifecycle planning, and service requests.
• Manage integration between CAFM and other systems (ERP, IoT, BMS).
• Manage CAFM integration with BMS, Helpdesk, and IoT systems for real-time monitoring and reporting.
• Oversee API integration, middleware, and data exchange processes.
• Administer and maintain CAFM platform (user accounts, roles, permissions, workflows).
• Maintain accurate CAFM asset registers, location hierarchies, and system data integrity.
• Develop, implement, and maintain workflows aligned with contractual requirements.
• Ensure all Service Events, Exception Events, and Service Requests are logged and tracked accurately.
• Implement and maintain Service Event Categorisation Protocol.
• Oversee Helpdesk system as the primary interface for FM service delivery.
• Ensure proper ticket logging, tracking, escalation, and closure.
• Monitor service performance against SLAs.
• Generate monthly and annual performance reports as per contract.
• Develop dashboards for SLA compliance, availability, PPM completion, utilities consumption, and KPIs.
• Support payment mechanism calculations, including deductions related to performance.
• Manage FM-related servers, networks, backups, and data storage.
• Operate and monitor systems hosting CAFM, BMS, and Helpdesk applications.
• Ensure data security, integrity, and system availability.
• Administer IDF racks, network switches, patch panels, LAN/WAN, VLANs, and routing protocols.
• Ensure redundancy, failover mechanisms, and secure data flow via firewalls and security systems.
• Implement cybersecurity controls across all FM systems and devices.
• Manage firewalls, antivirus, endpoint protection, and access control.
• Ensure compliance with ICT policies and contractual requirements.
• Provide first- and second-line support for CAFM and IT-related issues.
• Configure and maintain FM user devices/FM scope (laptops, desktops, printers, scanners).
• Support troubleshooting, maintenance, and lifecycle management of CAFM/IT assets.
• Train FM staff and Helpdesk operators on CAFM and digital tools.
• Provide ongoing system support, troubleshooting, and user guidance.
• Liaise with Procurer's ICT team, security team, and other stakeholders.
• Manage CAFM vendors, software providers, and integration partners.
• Support digital transformation initiatives (e.g., IoT, predictive maintenance).
• Identify and implement process improvements and automation opportunities.
• Provide clear reporting, updates, and escalation when required.
• Ensure customer-focused service delivery to accommodation occupants.
• Ensure that M&E team, vendors, and contractors fully comply with HSE requirements.
• Ensure adherence to Good Industry Practice, legislation, and all necessary consents.

Required Skills and Competencies:

• Configuring and managing CAFM platforms, BMS dashboards, and Helpdesk systems.
• Integrating skills with FM systems with IoT, access control, and energy management tools.
• Excellent troubleshooting and technical problem-solving skills.
• Proficiency in CAFM, BMS, and Helpdesk systems.
• Server rack setup, port, structured cabling, and environmental controls.
• Wi-Fi deployment, signal optimization, and connectivity troubleshooting.
• Good communication, coordination, and reporting abilities.
• Commitment to safety, compliance, and service excellence.

Experience & Educational Requirements:

• Bachelor's degree in IT, Computer Science, Engineering, or related field.
• Minimum 12–15 years of experience in CAFM/BMS/IT infrastructure management within FM or PPP projects.
• Strong knowledge of FM operations, SLA-based contracts, and system integrations.
• Experience with networks, servers, Wi-Fi, and cybersecurity.
• Excellent analytical, reporting, and communication skills.
• Experience in residential, hospitality, commercial, or any Hard FM establishment, but student accommodation/school/university environments are preferred.