Company Description

Gems Steel Contracting LLC is a Dubai-based steel fabrication and metal works contractor serving commercial, residential, industrial, hospitality, education, healthcare, and government projects across the UAE and the wider Middle East. The company designs, fabricates, and delivers structural steel, metal works, aluminum and glass aluminum systems, stainless steel, ACP cladding, wrought iron, pergolas, canopies, and automation systems with a focus on quality and on-time delivery. Gems Steel Contracting LLC is ISO 9001:2015 certified for quality management and ISO 45001:2018 certified for health and safety, supported by in-house fabrication capabilities across steel, metal, and glass aluminum works. With proven project experience ranging from steel structures and cladding to railings, pergolas, and fit-out, the company offers reliable, flexible solutions for a wide range of sectors. Role Description The Senior Service Director is a full-time remote role responsible for overseeing the service operations and customer experience for Gems Steel Contracting LLC. This role includes managing service delivery standards, monitoring key performance indicators, and ensuring projects meet agreed timelines and quality expectations. The Senior Service Director will lead and mentor service teams, coordinate training initiatives, and implement continuous improvement plans to enhance customer satisfaction. The role involves collaborating closely with project, operations, and finance teams to optimize budgets, resolve service issues, and maintain strong client relationships across multiple sectors.

Qualifications

Demonstrated expertise in Customer Satisfaction and Customer Service to manage client expectations and resolve complex service concerns. Strong Budgeting experience to oversee service-related costs, allocate resources efficiently, and support profitability goals. Proven Team Leadership skills to guide diverse service teams, set performance objectives, and foster a collaborative culture. Experience in Training team members on service standards, processes, and safety practices within a contracting or construction environment. Extensive background in service management or operations leadership, preferably in steel fabrication, construction, or related industries. Excellent communication and stakeholder management skills, with the ability to work effectively in a remote setting across multiple projects. Strong analytical and problem-solving abilities, including experience with service KPIs and continuous improvement initiatives. Bachelor’s degree in engineering, business administration, or a related field; advanced certifications in project or service management are an advantage.