Director - Asset Application Operations

The Director - Asset Application Operations is responsible for managing the operations, configuration, governance, and continuous availability of asset and park applications across the Qiddiya portfolio. This includes Vista and VGS ticketing and point-of-sale platforms, Maximo, ERD/Yardi, and all park- and complex-related applications, ensuring system availability, data accuracy, revenue integrity, and compliance with safety, leasing, and PCI DSS standards.

The role oversees ticketing, guest-facing, maintenance, leasing, and QHSE application operations to maintain guest experience continuity, asset reliability, lifecycle visibility, and operational integration across parks, sports, entertainment, and complex venue

Key Responsibilities

• Manage day-to-day operations of Vista and VGS ticketing, admission, and point-of-sale platforms across Qiddiya entertainment venues.
• Govern product, pricing, capacity, promotions, and season-pass configurations through controlled change management.
• Ensure integration between ticketing, POS, access control, CRM, payment gateways, and ERP systems.
• Oversee daily reconciliation of ticketing and POS revenue with Finance.
• Ensure PCI DSS compliance for payment processing and cardholder data.
• Lead peak-day, major-event, and degraded-mode operational readiness, including load testing and command center support.
• Manage Maximo and ERD/Yardi environments supporting maintenance and leasing operations.
• Validate work orders, preventive maintenance schedules, asset hierarchies, tenant information, and lease transactions.
• Maintain standardized master data for assets, locations, tenants, and contracts.
• Manage release calendars and outage windows to minimize operational disruption.
• Oversee operations of all park and complex applications, including F&B and retail POS, access control, RFID/cashless systems, lockers, virtual queuing, ride operations, and guest mobile applications.
• Maintain the application portfolio, support model, and venue-specific SLAs.
• Coordinate major incident management and event-day operational support with Park Operations.
• Ensure application readiness for seasonal operations, new attractions, and venue openings through onboarding, integration testing, and hypercare.
• Ensure QHSE checklists, incident records, and corrective actions are maintained within applications.
• Prepare and maintain audit-ready documentation, including SOPs, operational controls, and supporting evidence.
• Monitor statutory inspections, certifications, renewals, and compliance dashboards.
• Collaborate with Safety and Engineering teams to enhance workflows and compliance processes.
• Monitor KPIs and dashboards for asset downtime, maintenance backlog, lease performance, revenue reconciliation, and SLA compliance.
• Oversee reconciliation of ERD revenue with Finance and resolve discrepancies.
• Maintain application governance controls, including access, change, and data quality management.
• Ensure operational documentation, knowledge bases, and support procedures remain current.
• Manage vendor support queues and prioritize issues based on business criticality.
• Deliver user training and operational guidance for inspections, work orders, lease amendments, and renewals.
• Manage UAT planning, execution, approvals, and release readiness.
• Monitor vendor SLAs, escalation processes, and service handovers across application support teams.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field; Master's preferred.
• 10+ years of experience in asset, park, or ticketing application operations.
• ITIL certification or equivalent required.
• Experience with Maximo and ERD/Yardi.
• Experience with Vista and VGS ticketing and POS platforms.
• Knowledge of integrations across ticketing, access control, CRM, ERP, and payment systems.
• Knowledge of PCI DSS, revenue reconciliation, and audit compliance.
• Experience managing major incidents, 24/7 operations, and event readiness.
• Experience with QHSE processes, vendor management, and SLA governance.
• Entertainment, theme park, or real estate industry experience preferred.