Facilities Management Team Lead

Alpago Group is seeking an experienced Facilities Management Team Lead to oversee the ongoing operation, maintenance and homeowner experience of ultra-luxury residential properties. The role combines strong technical and operational oversight with a highly personalised, service-led approach. The successful candidate will lead facilities teams and service partners while acting as a key point of contact for homeowners following handover, ensuring every property is maintained to exceptional standards.Key ResponsibilitiesFacilities Operations & MaintenanceLead day-to-day facilities management operations across ultra-luxury residential properties, ensuring assets are safe, reliable, well-maintained and presented to the highest standards.Oversee planned preventative maintenance (PPM), reactive maintenance, inspections and service schedules.Coordinate maintenance of MEP systems, including HVAC, electrical, plumbing, building management systems (BMS) and home automation, working with specialist contractors where required.Monitor service quality, response times and maintenance standards, ensuring issues are resolved efficiently and with minimal disruption to residents.Post-Handover Client Relations & Homeowner ExperienceAct as a primary point of contact for homeowners following handover, providing a professional, responsive and discreet service.Manage homeowner enquiries, service requests, maintenance concerns and complaints from initial contact through to resolution.Provide clear and timely updates, coordinate relevant teams and contractors, and ensure homeowners understand progress, next steps and expected timelines.Handle sensitive or escalated matters with sound judgement, discretion and a strong commitment to protecting the homeowner experience.Build trusted long-term relationships with homeowners and their representatives, maintaining the service standards expected within an ultra-luxury residential environment.Team & Contractor ManagementLead, organise and support facilities staff, technicians, engineers and external service providers.Set clear expectations, monitor performance against agreed service-level agreements (SLAs) and key performance indicators (KPIs), and address service shortfalls.Coordinate contractors and specialist suppliers to ensure work is completed safely, on time and to the required quality.Handover, Aftercare & Defects ManagementSupport property handovers and post-handover aftercare, coordinating snagging items, defects and maintenance requirements with relevant internal teams and contractors.Track warranty obligations and defects liability period (DLP) items through to closure, keeping homeowners informed of progress.Maintain accurate asset registers, maintenance records, service histories, warranties and operating manuals.Budgeting, Compliance & ReportingSupport operating budgets, maintenance planning, cost control and procurement of facilities-related services.Ensure facilities operations comply with applicable UAE regulations, health and safety requirements, building standards and internal procedures.Prepare regular reports on maintenance activity, outstanding issues, contractor performance, homeowner feedback, risks and improvement opportunities.Candidate RequirementsAround 10+ years of experience in facilities management, residential property operations, estate management or a comparable premium hospitality environment; experience with luxury residential properties is strongly preferred.Demonstrable experience in a senior, team-leading or client-facing facilities management role.Strong working knowledge of MEP systems, building services, preventative maintenance and contractor management.Proven ability to manage homeowner relationships, service requests and escalations with professionalism, discretion and a customer-first mindset.Experience with property handovers, snagging, warranties, aftercare and defects liability processes is an advantage.Strong leadership, organisation, communication and problem-solving skills, with the ability to manage multiple priorities.Knowledge of UAE facilities management practices, regulations and service providers.Fluent English is required; additional languages are an advantage.Key AttributesService-led and highly professional, with an understanding of ultra-high-net-worth homeowner expectations.Proactive, detail-oriented and accountable, with strong follow-through.Calm and solutions-focused when handling urgent issues or sensitive homeowner concerns.Able to balance technical operations, team leadership and relationship management.