MENA Field Service Management (FSM) Transformation Forum
2nd edition | 2-Day
Connected, Intelligent, Scalable: The Next Era of FSM Excellence10 – 11 June 2026, Dubai
Event Overview
Following the excellent success of our 1st Edition in Dubai, the MENA Field Service Management (FSM) Transformation Forum returns as the 2nd Edition, driven directly by ecosystem feedback, leadership demand, and growing regional urgency to modernize service operations. The inaugural edition brought together 115+ attendees, 17 speakers, 11 partners & sponsors, and 78% decision-makers & influencers, validating the forum as a high-impact platform for senior service and operations leaders across the Middle East.
Building on this momentum, the 2nd Edition will now be a 2-day experience, designed to go deeper into the FSM transformation agenda — from operational excellence and workforce productivity to digital service models, predictive maintenance, customer-centric service delivery, and AI-enabled field execution. With participation spanning facility management, energy & utilities, manufacturing, real estate, logistics, government entities, and service providers, the 2nd edition will convene the region’s most relevant stakeholders to exchange practical frameworks, real-world lessons, and transformation roadmaps that accelerate measurable service outcomes at scale.
Focus themes for 2nd MENA FSM Forum
01
01
From Field Service to Autonomous Service Operations
A 2-day leadership platform showcasing how AI, automation, and asset intelligence are transforming field execution into always-on, self-optimizing service delivery models.
02
02
AI + Asset Intelligence: The Next Era of Service Excellence
Bringing together service, operations and digital leaders to build intelligent service ecosystems powered by connected assets, predictive insights and real-time orchestration.
03
03
The Service Economy Shift: Turning FSM into a Growth Engine
Explore how leading organizations are redesigning service operations to unlock recurring revenue, elevate customer experience and deliver measurable outcomes at scale.
04
04
Workforce 2.0: The Future-Ready Technician & Service Organization
A deep dive into the next generation of workforce productivity — driven by mobility, safety, skills transformation, and AI copilots supporting technicians in the field.
05
05
Operational Resilience at Scale: Mission-Critical Service in a New Reality
A high-impact forum focused on enabling uptime, compliance, reliability and crisis-ready service operations across critical infrastructure and complex service networks.
06
06
Real-Time Service Orchestration: From Reactive to Predictive Outcomes
Learn how modern FSM leaders are shifting from ticket-based service to proactive, real-time decisioning across dispatch, workforce, parts and customer commitments.
07
07
Connected Service Ecosystems: Orchestrating Partners, Vendors & Contracts
A two-day platform designed to align enterprise, service providers and solution partners to deliver consistent service outcomes across multi-site, multi-contract operations.
08
08
Sustainable Service Excellence: Smarter Assets, Greener Operations
Unlock the blueprint for sustainability-led FSM—optimizing travel, energy usage, asset lifecycle performance and service efficiency without compromising customer outcomes.
Why Attend?
Join a closed-door leadership forum
Curated for senior executives shaping the future of service delivery across the Middle East.
Engage with a high-seniority peer group
A room built for decision-making, not pass-by networking.
Gain forward-looking intelligence for 2026–2028
Including AI-led service operations, predictive outcomes, and autonomous execution models.
Benchmark your service organization
Against regional best practices across uptime, workforce performance, SLA governance, and operational excellence.
Access real transformation playbooks
From leaders managing complex, multi-site, mission-critical service environments.
Build strategic relationships in a trust-led setting
Designed for high-quality conversations, partnerships, and long-term collaboration.
Leave with clarity and direction
Priorities, frameworks, and next steps to accelerate your FSM transformation roadmap.
Why Sponsor MENA FSM 2026?
Brand Visibility & Category Leadership
- Premium brand presence in a high-seniority, invitation-led environment
- Position as a regional transformation enabler (not just a technology vendor)
- Strong top-of-mind recall through high-impact on-ground branding + curated audience moments
- Association with the future of FSM (2026–2028 readiness) and service excellence narratives
Thought Leadership & Market Influence
- Speaking opportunities to present real outcomes, case studies, frameworks, and transformation roadmaps
- Shape market thinking on AI-led service operations, predictive outcomes, workforce 2.0, asset uptime
- Move beyond demos to executive-level positioning (“why now” + “what next”)
- Become part of the region’s future service standards discussion (service maturity, SLAs, reliability, governance)
Demand Generation & Enterprise Pipeline
- Access to qualified buyer conversations across enterprise service organizations and large operators
- Generate high-intent leads with clearer use cases and faster decision mapping
- Accelerate opportunities by engaging multiple stakeholders (Ops, Service, Digital, Transformation) in one room
- Create pipeline that’s easier to convert due to stronger trust and relevance vs. generic expos
Partnerships, Alliances & Ecosystem Play
- Build partnerships with service providers, contractors, system integrators, and ecosystem stakeholders
- Identify channel partners and co-selling pathways across markets and verticals
- Connect with operators who are actively restructuring service models (outsourcing, in-house hybrid, managed service)
- Unlock collaborations that go beyond leads: joint solutions, integrations, and bundled offerings
Who Attends
Attending Landscape
- Facility Management leaders (Hard/Soft FM, Integrated Facilities, Community & Asset Services)
- Energy & Utilities service operations (grid, power, water, critical infrastructure)
- OEMs & Engineering / Maintenance-driven enterprises
- Manufacturing & industrial services teams
- Real Estate / Property & Community management groups
- Logistics & large fleet-driven operations
- Government authorities & public service operators
- Service providers & outsourcing partners (FM / MEP / O&M)
- FSM & service technology providers (platforms, mobility, IoT, analytics, automation)
Delegate Demographics (By Seniority / Job Titles)
- Managers – 32%
- Heads – 22%
- C-Suite – 11%
- Executives & Analysts – 11%
- Directors – 9%
- Specialists – 6%
- Engineers – 5%
- VP / SVP / EVP – 4%
Delegate Demographics (By Seniority / Job Titles)
- Facility Management – 20%
- Service Providers – 13%
- OEM / Manufacturing – 13%
- Real Estate – 9%
- Automotives – 9%
- FSM Solution Providers – 8%
- Conglomerates – 6%
- Hospitality – 5%
- Energy & Utilities – 3%
- Logistics – 3%
- Food Processor / Retail – 3%
- Government Authorities – 3%
- Association – 2%
- Others – 3%
Audience Quality Snapshot (Decision Influence)
- 78% Decision Makers & Influencers
Who You’ll Meet
Service Operations & Field Execution
- Head of Field Service / Head of Service Operations
- Service Delivery Director / Regional Service Manager
- Field Operations Manager / Dispatch & Scheduling Lead
Asset Performance & Reliability
- Head of Asset Management / Asset Performance Director
- Reliability Manager / Asset Lifecycle Lead
- Head of Engineering Services / Technical Services Head
Maintenance, O&M & Critical Infrastructure
- Maintenance Director / Maintenance Manager
- O&M Head / Facilities & MEP Director
- Operations Excellence Lead / Site Operations Manager
Customer Experience (CX), SLA & Service Quality
- Customer Experience Director / Head of Customer Success
- SLA / Service Quality Manager
- Complaints & Service Assurance Lead
Digital, FSM Platforms & Automation
- CIO / CTO / Head of IT
- Head of Digital Transformation / Digital Strategy Lead
- FSM Program Manager / Enterprise Applications Lead
Transformation, Excellence & Performance Improvement
- COO / VP Operations / Director of Operations
- Transformation Director / Strategy & Performance Lead
- Process Excellence / Continuous Improvement Lead
Supply Chain, Parts & Service Logistics
- Head of Supply Chain / Service Supply Chain Lead
- Spare Parts Planning Manager / Inventory Optimization Lead
- Procurement Head (Services) / Vendor & Contract Manager
HSE, Compliance & Workforce Safety
- HSE Director / HSE Manager
- Risk & Compliance Head
- Workforce Safety & Governance Lead
2-Day Program Agenda
DAY 1: The Market Reset — From Service Execution to
Service Advantage
08:30 – 09:15
08:30 – 09:15
Registration, Networking & Hosted Welcome Coffee
09:15 – 09:30
09:15 – 09:30
Opening Remarks
09:30 – 09:55
09:30 – 09:55
Opening Plenary: State of Field Service in MENA (2026)
This opening plenary sets the stage for the 2nd Edition by delivering a sharp view of how field service is evolving across the Middle East in 2026. As service expectations rise and operations become more complex across multi-site, high-growth environments, leaders must rethink how they deliver reliability, speed, and customer experience at scale. The session highlights the region’s biggest shifts — including tighter SLAs, greater uptime demands, and the move from activity-based reporting to outcome-driven performance, where success is measured not by tickets closed, but by value delivered.
09:55 – 10:25
09:55 – 10:25
Fireside Chat: The CXO View — Service Excellence as a Growth Engine
A candid CXO conversation on why service excellence is now a strategic advantage in the Middle East — shaping customer trust, uptime performance, and brand reputation. The discussion will unpack how leaders are balancing cost efficiency with service continuity, and what operational outcomes, governance, and transformation priorities they expect their organizations to deliver over the next 12–24 months.
10:25 – 11:15
10:25 – 11:15
Plenary Panel: The Transformation Priorities for FSM (2026–2028)
A high-impact discussion on the most urgent shifts FSM leaders must implement now — from real-time dispatch and scheduling to audit-ready, compliant service delivery. The panel will explore how organizations can ensure consistent quality across multi-vendor ecosystems and drive field productivity at scale, moving beyond isolated pilots to enterprise-wide transformation.
11:15 – 11:45
11:15 – 11:45
Networking Break
11:45 – 12:10
11:45 – 12:10
Sponsor Slot - Partner Keynote
12:10 – 13:00
12:10 – 13:00
Industry Spotlight Talks (Rapid Insights – 3 segments)
A rapid series of sector-led presentations and case studies showcasing real FSM challenges and proven approaches across:
- Facilities & Real Estate (multi-contract, multi-community service complexity)
- Utilities & Critical Infrastructure (uptime, response time, safety & governance)
- Manufacturing / OEM Service (reliability, asset performance & service monetization)
13:00 – 14:00
13:00 – 14:00
Networking Lunch
14:00 – 14:25
14:00 – 14:25
Transformation Spotlight: Digital FSM Transformation — What Worked, What Didn’t
A focused operator-led case study unpacking the real implementation journey — from adoption and governance to change management — and how ROI was measured across cost, uptime, CX, and workforce performance.
14:25 – 15:05
14:25 – 15:05
Strategic Panel: Workforce 2.0 — Building the Future-Ready Field Team
A strategic discussion on strengthening field performance through technician experience, skills transformation, and frontline enablement, while ensuring safety, compliance-first execution, and data-driven productivity at scale.
15:05 – 15:30
15:05 – 15:30
Sponsor Slot: Partner Innovation Session
15:30 – 16:00
15:30 – 16:00
Networking Break
16:00 – 16:45
16:00 – 16:45
Executive Networking Hour (Curated Conversations)
A structured networking hour designed for senior leaders to exchange cross-industry perspectives, share practical challenges, and engage in high-quality solution discovery conversations in a focused, time-efficient format.
16:45
16:45
Day 1 Closing
DAY 2: The Execution Blueprint — Scaling Outcomes,
Automation & Ecosystem Delivery
08:30 – 09:15
08:30 – 09:15
Registration, Networking & Hosted Welcome Coffee
09:15 – 09:30
09:15 – 09:30
Opening Remarks & Welcome
09:30 – 10:15
09:30 – 10:15
Plenary Panel: Service Supply Chain & Parts Readiness — The Hidden Profit Leak
This session spotlights the biggest silent driver of service performance and cost: parts and service supply chain readiness. The discussion will unpack how leaders are aligning inventory, vendor networks, and field execution to improve first-time fix rates, reduce repeat visits, strengthen contractor quality, and lower overall cost-to-serve—without compromising uptime or customer commitments.
10:15 – 10:40
10:15 – 10:40
Plenary Keynote: From Service Management to Outcome Management
A forward-looking keynote on how leading organizations are moving beyond ticket closure to measurable service outcomes—redefining SLAs, governance, and performance to deliver higher uptime, faster resolution, and stronger customer value at scale.
10:40 – 11:25
10:40 – 11:25
Innovation Plenary: AI + Asset Intelligence for Proactive Service
A future-facing session on moving from reactive service to predictive outcomes, covering predictive maintenance readiness, connected assets with alert-to-action workflows, and the rise of AI copilots for technicians and dispatch—with a practical lens on explainability, governance, and trusted decision automation at scale.
11:25 – 11:55
11:25 – 11:55
Networking Break
11:55 – 12:20
11:55 – 12:20
Sponsor Slot- Partner Keynote
12:20 – 13:05
12:20 – 13:05
Service Governance Panel: Multi-Vendor FSM — Quality, Accountability & Control
A focused discussion on mastering multi-contractor service delivery in MENA, covering how operators can standardize quality across sites, set outcome-driven contract KPIs, strengthen auditability, and build escalation workflows that protect SLA performance and customer experience.
13:05 – 14:05
13:05 – 14:05
Networking Lunch
14:05 – 14:50
14:05 – 14:50
Sector Deep Dives: Operating Models, KPIs & Execution Challenges by Industry
A sequential set of sector deep dives designed for senior leaders to examine industry-specific FSM realities—benchmarking operating models, KPIs, vendor structures, and the execution challenges unique to each sector.
- Deep Dive 1: High-Volume Service Delivery at Scale (Facilities | Real Estate | Communities)
How high-volume service operators are upgrading dispatch, contractor governance, CX, and cost-to-serve, and which solutions are winning adoption at scale. - Deep Dive 2: Mission-Critical Service & Uptime Governance (Utilities | Infrastructure)
What it takes to deliver audit-ready, safety-first, uptime-driven field operations—and the technologies enabling real-time control and reliability. - Deep Dive 3: Reliability-Driven Service & Margin Performance (OEM | Manufacturing)
How OEMs and industrial players are using predictive service, asset intelligence, and service monetization to improve uptime while protecting service margins.
14:50 – 15:15
14:50 – 15:15
Sponsor Slot: Partner Innovation Session
15:15 – 15:45
15:15 – 15:45
Networking Break
15:45 – 16:30
15:45 – 16:30
Ecosystem Panel: Emerging Tech Adoption Playbook — Scaling AI, Automation & Connected Service
Practical panel focused on how organizations can move beyond pilots and successfully operationalize next-gen FSM capabilities at scale. It will cover what it takes to embed AI copilots, predictive workflows, remote support, and connected asset intelligence into day-to-day service delivery—while driving frontline adoption, governance, and measurable outcomes across multi-site operations.
16:30 – 17:15
16:30 – 17:15
Peer Recognition: FSM Excellence Awards (5 Categories)
- Service Excellence Leadership Award
- Best FSM Digital Transformation Program
- Workforce Productivity & Safety Champion
- Asset Uptime & Reliability Excellence Award
- Customer Experience & SLA Excellence Award
17:15
17:15
Closing Remarks
17:20
17:20
Onwards| VIP Networking & Partner Connect