Ahmad Sahtout

• Oversee and manage a comprehensive range of departments, including Sales, Leasing, Transfer, Customer Care, Legal, Marketing, Call Center, Community Management, and Shopping Mall Operations, to drive operational efficiency and foster collaboration across teams.
• Successfully oversaw and managed the daily operations of a thriving shopping mall, encompassing tenant relations, marketing, customer service, and facility management
• Formulate and execute strategic plans aligned with the company's long-term objectives, emphasizing operational excellence, superior customer service, and sustainable business growth.
• Continuously assess and enhance operational processes across all departments to improve efficiency, reduce costs, and elevate service delivery.
• Oversee and manage key projects, ensuring timely, on-budget, and within-scope completion. Coordinate cross-functional teams, define project goals, develop comprehensive plans, and track progress to ensure successful outcomes.
• Mentor and cultivate department heads and their teams, promoting a culture of continuous learning and high performance.
• Manage departmental budgets, ensuring optimal resource allocation, cost control, and maintenance of high service standards.
• Monitor and analyze departmental performance, delivering regular, actionable insights to senior management.
• Collaborate closely with the Legal department to ensure regulatory compliance, risk management, and resolution of legal issues affecting the firm.
• Serve as a liaison between departments, senior management, and external stakeholders to ensure clear communication and alignment of objectives.
• Lead initiatives aimed at improving the customer experience, particularly in the areas of customer care and call center operations.

• Develop a strategic growth plan with agreed operational budgets with the board including a business development strategy to maximize both internal opportunities across the group and external FM opportunities in the market.
• Ensure that best practice and improvement initiatives are effectively shared and communicated through facilities manager.
• Carry out regular reviews of contract performance against budget and plans. Review, implement and evaluate remedial action.
• Develop and maintain a continuous improvement mindset to service delivery that generates “added value” to the business.
• Allocate manpower and planning for the Projects, determining workload, delegating assignments, and training, monitoring and evaluating performance.
• Ensuring the FM manager is delivering to the customer principles and practices of facilities operations, maintenance, and management. Review and enhance best practice FM services across all existing clients.
• Assist the Facilities Manager in decision making if requested and solving problems by using logic to identify key facts, explore alternatives, and propose quality solutions at minimum cost.
• Develop and implement a training program for all staff.
• Investigate and define problem areas within the Project sites, conduct occasional site tours and prepare reports recommending measures for improving our service to the customer.
• Calculate job costing, tenders, pricing and commercial documentation to compare and achieve maximum value for money
• Implementation of Business Development Strategy in an effective manner as per the directions of the Management.
• Responsible for finding potential for business alliances, joint ventures, mergers and diversification of business into other revenue streams.
• Completion of annual appraisals of Facilities Managers and Project staff ensuring that they receive guidance, support and recognition of their development needs through regular appraisals, reviews, and personal development plans.

Develop a growth strategy focused both on financial gain and customer satisfaction

Develop a good understanding of the customer needs, products and vertical market

Analyze local market to identify market opportunities, prospective companies & associated customers.

Arrange business meetings with prospective clients

Promote the company’s products/services addressing or predicting clients’ objectives

Keep records of sales, revenue, invoices etc.

Provide trustworthy feedback and after-sales support

Build long-term relationships with new and existing customers

Report on successes and areas needing improvements

Develop and submit proposals and responses to RFQs and RFPs issued by prospective clients after obtaining pricing and specifications approval from management as appropriate.

Perform additional functions, duties and specific tasks of a similar nature and scope as necessary in order to achieve assigned business objectives.

Manage the overall growing on-site operation of the Business Centers (Abu dhabi & Muscat) including supervising the staff, enhancing relations with other Businesses, securing contracts with clients, customer service, scheduling, inventory control, training, and ensuring a profitable business center.

Provide impeccable customer service, generating correspondence, client billing and managing multiple tasks of a busy office.

Create monthly reports of the income and expenditures.

Submit Quarterly and annual report to the Board of Directors in relation to the progress of the Business Center

Develop and maintain commercially productive relationships with both new and old clients.

Established a reputation for outstanding customer service

Ensure that proper procedures and practices are in place so that maximum efficiency is achieved.

Manage IT requirements “IT Infrastructure, IP telephony system and IT requirements of the Business Center and the clients”.

Supervise, train and mentor eight staff.
Achieved more than 300 new contracts, and reached 100% occupancy.

Achieved significant savings by controlling utility and supply usage.

Built and maintained vendor relationships and managed the purchase of hardware and software products.

Initiated and implemented improvements in all areas of IT

Identified needs and evaluated / recommended alternative business solutions.

Directed troubleshooting, systems backups, archiving, disaster recovery and provided expert support when necessary.

Monitored the newspaper content manager application.

Major contributor to the creation and maintenance of business continuity and disaster recovery plans.

Planned and managed the Disaster Recovery Site project.

Managed, monitored and troubleshot the company content manager application.

Developed an annual business plan and operating budget for the department and monitored the implementation.

Planned, set-up and integrated remote offices.
Managed the IT Procurement process.

Initiated and developed Service and Maintenance Agreements with strategic IT suppliers, and managing service contracts.

Monitored and evaluated the performance of 15 IT vendors.

Designed, planned and managed IT infrastructure.

Planned and managed a Disaster Recovery Site project.

Managed the IT Infrastructure project while relocating the company to the new offices.

Developed hardware, software and solutions

Purchased, tracked, configured and installed /inventory.

Identified opportunities and recommended solutions to enhance business processes.

Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

Performed daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.

Maintained operational, configuration, or other procedures.

Implemented IT policies and procedures and aligning IT strategy.

Set-up Manazel’s data center backup system (Symantec Backup Exec Software).
Deployed Antivirus, Anti-spam, Anti-Hacker and Mail Security systems.

Reviewed network utilization and performance trends and suggested future requirements to maintain acceptable performance levels and accommodate corporate traffic growth.

Managed costs, timescales and standards.

Developed, documented and implemented the changes based on requests for change (RFC). Applied change control procedures.

Reduced costs.

Provided on site support, administration and troubleshooting.

Received support request calls and solved it over the phone.

Installed, configured, and troubleshooting of different operating system, applications and network printers

Installed and tested computers and laptops in a lab environment.

Created and deployed of images using imaging tools.

Network troubleshooting and optimization.

Performed daily backup operations, ensuring all required file systems and system data are successfully backed up using Legato software.

Implemented, Managed and Monitored System Performance, Reliability and Availability