Business Development in Facilities Management: Practical Insights from the Qatar Market

This article represents the professional perspective of a BDA member and does not necessarily reflect the official position or standards of the Business Development Association.

By/ Mossaab Ben Khaled

Over the past several years, I have personally observed the Facilities Management sector in Qatar move into a more mature and demanding phase. After a long period of significant capital investment in infrastructure, real estate, transportation, healthcare, education, telecommunications, and major sports facilities, the focus has clearly shifted. Asset owners today are far more concerned with how facilities perform on a daily basis, how risks are controlled, and how assets are preserved over the long term. This shift has placed Facilities Management in a far more strategic role than it held in the past.

My perspective on Facilities Management has also been shaped by my professional transition from the construction field into Facilities Management, alongside my relocation from Tunisia to Qatar in 2013. Having worked in an environment focused on project delivery, timelines, and handover, I experienced firsthand how decisions made during construction directly influence long term operational performance. Relocating to Qatar during a period of intense development allowed me to contribute to and observe projects of a scale and complexity that significantly expanded my professional outlook. This dual exposure has given me a practical understanding of Facilities Management as a continuation of construction rather than a separate discipline.

Being present in Qatar since 2013 has provided a unique vantage point on how Facilities Management has evolved alongside the country’s growth. I have seen Facilities Management move from a reactive, cost focused function to a strategic discipline that protects national investments and supports long term operational stability. Coming from a different regional market and adapting to Qatar’s fast paced and highly regulated environment has strengthened my ability to understand diverse client expectations. This experience, combined with my background in construction, allows me to approach business development with a full lifecycle mindset that connects design intent, build quality, and operational performance.

Earlier in my career, Facilities Management was often treated as a support function, primarily evaluated on cost. Contracts were commonly awarded based on price, and success was measured through short-term savings. From what I see today, this approach is no longer viable. Asset owners across multiple sectors are managing complex portfolios that must operate reliably, comply with strict regulations, and provide safe environments for users. Facilities Management providers are now expected to contribute directly to asset protection, operational continuity, safety performance, sustainability objectives, and long-term cost control. As a result, business development in this sector has become more analytical, more technical, and more closely tied to operational realities.

One of the most significant changes I have observed is the growing focus on asset lifecycle management. Many clients are no longer satisfied with reactive maintenance models. In education facilities, asset owners prioritize minimizing disruptions during academic periods while ensuring the reliability of critical systems such as cooling, power, fire protection, and life safety equipment. In healthcare facilities, lifecycle planning is even more critical. Equipment uptime, indoor air quality, infection control measures, and regulatory compliance directly impact patient safety and service delivery. In these environments, Facilities Management decisions are driven by risk mitigation and quality assurance rather than cost alone.

Sports facilities and large event venues present different operational challenges. These assets are often exposed to intense usage during major events followed by periods of reduced activity. From my experience, effective Facilities Management in this sector depends on proactive planning, robust inspection regimes, and strong quality control processes. Operational readiness, safety assurance, and rapid response capability are essential. Business development efforts are most successful when they demonstrate a clear understanding of asset criticality, event readiness, and the importance of strong QA and HSE frameworks that protect both users and operational teams.

Relationships remain a fundamental part of doing business in Qatar, including in Facilities Management. However, I have found that relationships today must be supported by operational credibility and technical competence. In banking and commercial facilities, trust is built not only with procurement teams but also with facilities managers, IT departments, security teams, and risk managers. These environments demand near zero tolerance for downtime, strict access control, and consistent compliance with safety and quality standards. Business developers who understand these operational sensitivities are far better positioned to establish long term partnerships.

The telecommunications sector has become an increasingly important area within Facilities Management. Telecom facilities such as data centers, network hubs, and technical buildings require high availability, controlled environments, and strict adherence to safety and quality procedures. From my experience, Facilities Management in this sector must support uninterrupted operations, redundancy planning, and rapid fault response. Business development strategies that demonstrate a clear understanding of critical infrastructure, environmental controls, and HSE risks associated with telecom operations are significantly more credible to asset owners in this space.

Another key trend shaping the market is the growing demand for integrated Facilities Management services. Many asset owners are consolidating contracts to improve accountability and coordination. While this offers clear benefits, I have also seen integration fail when it is driven purely by procurement objectives without sufficient operational planning. In residential and mixed-use developments, weak integration often results in unclear responsibilities, inconsistent service quality, and increased complaints. Successful integration requires early alignment between business development, operations, QA, and HSE teams to ensure service models are realistic and sustainable.

As the market becomes more complex, I strongly believe that the role of business development in Facilities Management must also evolve. Today, business development professionals cannot operate effectively with a purely commercial mindset. In my experience, those responsible for business development must have a solid understanding of the technical aspects of Facilities Management, including asset performance, maintenance strategies, safety requirements, and quality control processes. At the same time, they must actively perform a client relationship role, maintaining close engagement after contract award to ensure expectations are met and issues are addressed early. This dual responsibility plays a critical role in maintaining high levels of client retention and long-term trust.

For this reason, I believe the true position of modern Facilities Management business development should be closer to that of a Technical and Business Development Manager or Director. This combined role allows a single point of accountability that understands both the client’s operational needs and the commercial objectives of the service provider. When business development is led by professionals who can speak confidently with engineers, operations teams, and senior client stakeholders, it becomes possible to cover the full spectrum of client expectations. This approach reduces gaps between promises and delivery, strengthens client confidence, and supports sustainable growth.

Sector specialization has become a critical differentiator across the Facilities Management market. The requirements of education facilities, healthcare environments, sports venues, banking institutions, telecommunications facilities, residential communities, and industrial assets differ significantly. Each sector has its own regulatory framework, risk profile, and service priorities. In my experience, clients are becoming more selective and cautious when awarding contracts, particularly where safety, compliance, and quality control are involved. Business development strategies must therefore be tailored and supported by proven sector experience and strong operational capability.

Quality assurance, quality control, and health and safety management now play a central role in Facilities Management decision making. Clients increasingly expect structured QA processes, clear inspection regimes, and a strong safety culture embedded into daily operations. I have found that clearly demonstrating how QA and HSE frameworks are applied on site builds confidence during negotiations. In regulated sectors such as healthcare, banking, and telecommunications, these frameworks are often viewed as essential requirements rather than optional value additions.

Performance measurement and transparency have also become essential. Clients expect clear reporting, visible service levels, safety performance indicators, and regular performance reviews. Addressing governance structures, escalation procedures, incident reporting, and continuous improvement processes early in the business development phase helps reduce uncertainty and supports trust building. In many cases, performance visibility is viewed as a risk management tool rather than a reporting exercise.

Sustainability has evolved into a practical operational priority. Energy efficiency, water management, waste reduction, and indoor environmental quality directly affect operating costs and regulatory compliance. In large residential, education, and mixed-use portfolios, I have seen how targeted energy optimization programs and preventive maintenance strategies deliver measurable cost savings while supporting sustainability objectives. Clients respond more positively when sustainability initiatives are clearly linked to operational efficiency and asset performance.

From my point of view, the next major shift in Facilities Management will be driven by the practical integration of artificial intelligence into daily operations. Many discussions around AI remain theoretical, but the real advantage will come from applying AI to core FM activities such as predictive maintenance, asset performance analysis, energy optimization, safety monitoring, and service response planning. The service provider that succeeds in embedding AI into operational workflows rather than treating it as a reporting or marketing tool will fundamentally change the competitive landscape. In a market like Qatar, where asset portfolios are large and operational expectations are high, early adopters will gain a decisive advantage in cost control, uptime, and risk reduction. I strongly believe that the first Facilities Management provider to implement AI at scale across operations will set new market standards that others will struggle to follow.

Local capability and workforce stability remain critical considerations in Qatar’s Facilities Management market. Across all sectors, asset owners value responsiveness, cultural alignment, and service continuity. From my experience, demonstrating investment in local teams, structured training programs, and strong safety awareness reassures clients that operational risks are being actively managed. The ability to mobilize skilled resources quickly and retain experienced personnel is often seen as a key indicator of long-term reliability.

I strongly believe that successful Facilities Management business development does not end with contract award. In a relationship driven market such as Qatar, long term success depends on delivering early operational stability, maintaining open communication, and adapting services as client needs evolve. In residential communities, education campuses, and complex mixed-use developments, post award engagement plays a critical role in contract renewals, service expansion, and long-term partnership growth.

In conclusion, the future of Facilities Management business development in Qatar will be shaped by practical understanding, sector specific expertise, and operational credibility. Based on my experience across education, healthcare, sports, banking, telecommunications, residential, and other asset classes, the providers best positioned for success will be those that move beyond transactional selling. A strong focus on lifecycle management, integrated services, quality assurance, health and safety performance, intelligent use of technology, and technically driven client engagement will define long term value creation as the Facilities Management market continues to mature.