Director - Asset Application Operations

About the Role

We are seeking a seasoned and strategic Director of Asset Application Operations to lead the management, governance, and continuous availability of critical asset and park applications across the Qiddiya portfolio. This pivotal role will oversee a diverse suite of systems, including Vista and VGS ticketing and point-of-sale platforms, Maximo, ERD/Yardi, and all park- and complex-related applications. The Director will ensure seamless system availability, data integrity, revenue accuracy, and strict adherence to safety, leasing, and PCI DSS standards. By driving operational excellence and cross-functional integration, this position plays a vital role in maintaining guest experience continuity, asset reliability, lifecycle visibility, and operational cohesion across Qiddiya’s parks, sports, entertainment, and complex venues.

Key Responsibilities

• Ticketing & POS Operations: Lead the day-to-day management of Vista and VGS ticketing, admission, and point-of-sale platforms across all Qiddiya entertainment venues, ensuring seamless guest transactions and operational efficiency.
• System Governance & Change Management: Govern product configurations, pricing models, capacity planning, promotions, and season-pass setups through structured change management processes to maintain system integrity and compliance.
• System Integration & Data Flow: Oversee the integration of ticketing, POS, access control, CRM, payment gateways, and ERP systems to enable real-time data exchange and operational synergy.
• Revenue Integrity & Compliance: Ensure daily reconciliation of ticketing and POS revenue with Finance teams and maintain PCI DSS compliance for secure payment processing and cardholder data protection.
• Operational Readiness: Lead preparation for peak days, major events, and degraded-mode scenarios, including load testing, command center coordination, and incident response readiness.
• Maintenance & Leasing Systems: Manage Maximo and ERD/Yardi environments to support maintenance operations, validate work orders, preventive maintenance schedules, asset hierarchies, tenant details, and lease transactions.
• Master Data Management: Maintain standardized master data for assets, locations, tenants, and contracts to ensure consistency and accuracy across all applications.
• Application Portfolio & SLAs: Oversee the application portfolio, support models, and venue-specific service level agreements (SLAs) to uphold operational performance and guest satisfaction.
• Incident & Event Support: Coordinate major incident management and event-day operational support with Park Operations, ensuring rapid resolution and minimal disruption to guest experiences.
• Seasonal & New Venue Readiness: Ensure application readiness for seasonal operations, new attractions, and venue openings through rigorous onboarding, integration testing, and hypercare support.
• QHSE & Audit Compliance: Maintain QHSE checklists, incident records, and corrective actions within applications, and prepare audit-ready documentation, including SOPs, operational controls, and compliance evidence.
• Vendor & Support Management: Manage vendor support queues, prioritize critical issues, and monitor vendor SLAs, escalation processes, and service handovers to ensure high-quality support delivery.
• Training & Knowledge Management: Deliver user training and operational guidance on inspections, work orders, lease amendments, and renewals, while keeping documentation and knowledge bases current.
• Performance Monitoring: Track and analyze KPIs and dashboards related to asset downtime, maintenance backlog, lease performance, revenue reconciliation, and SLA compliance to drive continuous improvement.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field; a Master’s degree is preferred.
• Minimum of 10 years of progressive experience in asset, park, or ticketing application operations.
• ITIL certification or equivalent is required to demonstrate expertise in IT service management best practices.
• Proven experience with Maximo and ERD/Yardi systems, as well as Vista and VGS ticketing and POS platforms.
• Strong technical knowledge of integrations across ticketing, access control, CRM, ERP, and payment systems.
• In-depth understanding of PCI DSS requirements, revenue reconciliation processes, and audit compliance standards.
• Extensive experience managing major incidents, 24/7 operations, and event readiness initiatives.
• Familiarity with QHSE processes, vendor management, and operational governance frameworks.
• Exceptional leadership, communication, and stakeholder management skills to collaborate effectively with cross-functional teams.
• Analytical mindset with the ability to interpret data, monitor performance, and implement process improvements.
• Commitment to maintaining high standards of data accuracy, system reliability, and operational excellence.