Latest news with #PhilMalem
Khaleej Times
3 days ago
- Business
- Khaleej Times
UAE's large scale projects signal ambition towards a sustainable economy
The UAE remains buoyant and forward-thinking, with large-scale transformation initiatives signaling the government ambition to create a sustainable economy for citizens and visitors alike, an industry veteran said. 'The UAE's government is strategically deploying investment into sectors that promise long-term value creation, including infrastructure, tourism, clean energy, digital innovation, and advanced logistics — all of which are catalysts for sustainable economic growth,' Phil Malem, CEO Serco Middle East and +impact, said in an interview. In the UAE, non-oil GDP is being buoyed by increased private sector participation and a push toward becoming a global hub for innovation, trade and talent, he added. It is also noteworthy to look at Saudi Arabia, a country which is in the midst of one of the most ambitious economic diversification programmes in the world under Vision 2030. 'Projects like NEOM, Qiddiya, and the Red Sea Development are not just infrastructure investments; they represent a new economic model based on knowledge, creativity, and future-ready service ecosystems. These megaprojects demand not only advanced service delivery models but also strategic advisory capabilities, and partners who can think, design, and operate at scale. This is where our value proposition is strongest: in delivering outsourced services that are deeply integrated, culturally aligned, and capable of flexing across both the operational and advisory spectrum,' Malem said. Serco has a long established record in the aviation sector, and Malem believes that Dubai's announcement to fully transition airport operations to Al Maktoum International Airport (DWC) over the next decade marks a pivotal moment in the future of global aviation. 'DWC is not just an airport expansion, it is the foundation of a new aviation ecosystem for the UAE. With a projected capacity of 260 million passengers annually, this is a bold redefinition of what global connectivity, passenger experience, and aviation infrastructure can look like. It will reshape air traffic flows, logistics strategies, and the entire passenger journey across the region,' Malem said. For us at Serco, this is a natural alignment with its capabilities and legacy. 'We have long been embedded in the region's aviation sector (supporting Dubai Airports and Sharjah Airport with multiple different services), from managing complex air traffic control operations to delivering end-to-end airport and passenger services. The DWC transformation presents an opportunity to rethink how airports are operated: how data, automation, and talent can be optimised to meet evolving passenger needs, safety standards, and sustainability goals. It also reinforces the need for a highly skilled, locally grounded workforce, which is why our investments in nationalisation, such as training Emirati air traffic controllers and operational leaders, will continue to scale in line with the country's ambitions,' Malem said. Public-private collaboration remains fundamental to the success of national transformation agendas in the region, the Serco Middle East CEO said. 'Given that many of the region's largest organisations are government-owned or backed, the ability of private sector partners to operate in true alignment with public sector goals is what determines long-term impact. Governments are not just looking for service providers, they are looking for partners who understand the national vision, share their values, and bring both global expertise and local commitment to the table. This is particularly critical in sectors like aviation, transport, defence, and citizen services, where the outcomes affect millions of lives and require long-term strategic thinking,' Malem said. Serco has invested significantly in building a pipeline of local talent, not through box-ticking, but through structured programmes that upskill, train, and provide meaningful, international-standard experience to Emirati and Saudi nationals. 'Collaboration, when built on trust and mutual purpose, becomes a multiplier. It allows us to move faster, operate smarter, and create shared outcomes. In this region, where ambition is high and transformation is constant, public-private partnerships, grounded in capability and integrity, are the engine that will power sustainable progress,' Malem said. As artificial intelligence becomes increasingly part of our day-to-day lives, the expectations around customer experience are evolving at an unprecedented pace. 'For companies operating in the UAE and across the GCC, the challenge is twofold: how do you harness cutting-edge technology like AI, while maintaining the empathy and understanding that truly great experiences are built on? I believe the answer lies in blending technological innovation with human insight, which is exactly what we've set out to do through our recently launched company, +impact, Serco's advisory business,' Malem said. Through +impact, Serco is focused on delivering measurable, purpose-driven outcomes. 'One of our core services at +impact is advisory within the customer experience space, and we bring deep expertise in behavioural insight, service design, and user experience, enabling us to map real customer journeys and design solutions that anticipate needs - not just respond to them. It allows us to embed empathy and innovation directly into service delivery, creating experiences that build trust, satisfaction, and long-term loyalty,' Malem said. But AI alone isn't enough. It must be paired with strong human understanding and strategic advisory capability. 'This is where I see this convergence of AI, data, design, and operational excellence as the future of service delivery. We are proud to make an impact across governments and organisations across the region as they lead the way in defining what exceptional, human-centred experiences look like in the digital age,' Malem said.
Web Release
13-05-2025
- Business
- Web Release
Serco's Climatize and ExperienceLab transitions into +impact
Serco has announced that Climatize, its sustainability and engineering consultancy, and ExperienceLab, its leading design and innovation agency, will transition into +impact, Serco's advisory business. This move marks a significant milestone in the consolidation of +impact's advisory capabilities, strengthening its focus in providing customer experience, design-led, and operational transformation solutions. Climatize is anticipated to complete its full integration into +impact in the UAE by the end of 2026, while the transition has already been successfully completed for the KSA and global markets. As part of the move, Rena Baba, previously Director of ExperienceLab Middle East, has been appointed to the role of Director of Experience Design and Innovation at +impact in the Middle East, and Engi Jaber, who heads Climatize, will become Associate Partner – Sustainability at +impact. The creation of the new positions underlines the key roles the two will play in driving the evolution of +impact going forward. Launched by Serco in September 2024, +impact brings together expert advice with proven delivery experience, offering practical, sustainable, and user-centric solutions for government, critical infrastructure and regulated businesses. It is led globally by Phil Malem, who also serves as CEO of Serco in the Middle East, reflecting the region's growing leadership in innovative advisory, sustainability and customer experience solutions. The integration of both Climatize and ExperienceLab aligns with +impact's commitment to delivering advisory services grounded in real-world operational expertise. It also reinforces +impact's commitment to delivering top-tier sustainability and environmental services both within and beyond the built environment sector, following the integration of Climatize into the +impact portfolio after its acquisition by Serco in February 2024. Phil Malem, CEO of +impact and Serco Middle East said: 'Integrating Climatize and ExperienceLab into +impact reflects our commitment to continuously evolving and strengthening the way we help clients achieve lasting transformation. This move allows us to blend creative design with operational insight, ensuring that our advisory services are not just strategic, but also deeply actionable. It will also enable us to continue bringing our end-to-end capabilities to the Middle East to empower governments and businesses to achieve their environmental, social and governance (ESG) goals and impact a better future. 'In essence, we are creating a 'first in market' offering, blending the best of our capabilities and expertise with the specialist skills and real-world operational experience of ExperienceLab and Climatize. By combining this diverse expertise, we're positioning ourselves to offer tailored, impactful solutions that help clients to adapt and thrive in an ever-changing world.' Paul Bogan, +impact Partner said: 'Climatize and ExperienceLab have both played a pivotal role in shaping the region's approach to customer experience, sustainability, and human-centred design. By integrating their expertise into +impact, spearheaded by Rena and Engi, we are strengthening our ability to help clients navigate complex challenges with practical, real-world solutions. This move consolidates our advisory offering under one brand, ensuring we continue to deliver transformative, people-centred, sustainable and innovative climate-orientated solutions at scale for the citizens and communities in which we support.' Over the coming weeks, all advisory-related brands will transition under the +impact umbrella, reinforcing Serco's position as a leader in delivering advisory services that combine strategic insight with operational and implementation experience. For more information on +impact please visit
Zawya
20-02-2025
- Business
- Zawya
The Department of Civil Aviation in Sharjah and Serco renew air navigation services contract
The renewed contract reinforces the commitment of the DCA and Serco to increase the Emirati representation in air traffic operational roles. Sharjah, United Arab Emirates: The Department of Civil Aviation in Sharjah and Serco have announced the renewal of a long-standing contract to provide Air Navigation Services (ANS) at Sharjah International Airport. Since 1947, Serco has been the provider of ANS at Sharjah International Airport, consistently ensuring the safety and efficiency of air traffic operations. Under the agreement Serco is accountable for Sharjah's Aeronautical Information Management (AIM) and Air Traffic Services (ATS). The contract extension underscores the enduring partnership between Serco and the Department of Civil Aviation in Sharjah while reaffirming their shared commitment to developing a highly skilled, Emirati-led air traffic workforce. Several initiatives are already in place to support this goal. The training and development of Emirati professionals have been at the core of Serco's collaboration with the DCA. In 2013, only one Emirati Air Traffic Control Officer (ATCO) was part of Serco's operational team in Sharjah. Today, Emiratis constitute 48% of the workforce, with the first Sharjah Emirati female ATCO officially validated in 2024. This milestone highlights the success of Emiratisation efforts and their positive impact on the local community. His Excellency Sheikh Khalid bin Essam Al Qasimi, Chairman of the Department of Civil Aviation in Sharjah, said: 'Sharjah's collaboration with Serco has not only ensured safe and efficient airport operations but also fostered the development of local talent. The strides made in training Sharjah nationals and integrating them into critical air traffic roles underline our shared commitment to building a sustainable and inclusive future for our aviation sector.' 'This renewed partnership reaffirms our trust in Serco's expertise and their role in supporting Sharjah Airport's strategic ambitions. Together, we will continue to enhance our capabilities and strengthen our position as a leading regional aviation hub.' Phil Malem, CEO of Serco Middle East and +impact, said: 'We are honoured to continue our decades-long partnership with Sharjah's Department of Civil Aviation. This renewal marks an exciting phase, where we can not only maintain operational excellence but are also accelerating initiatives, designed to enhance opportunities for nationals to play a greater role in air traffic services.' 'Our shared focus on innovation and training will ensure that both the airport and its workforce remain at the forefront of the region's aviation sector. We are proud to be part of Sharjah International Airport's journey of growth and to contribute towards impacting a better future for the UAE.' Serco's partnership with the Department of Civil Aviation in Sharjah aligns with its broader commitment to supporting the UAE's aviation sector.
Zawya
20-02-2025
- Business
- Zawya
Sharjah Civil Aviation Department, Serco renew partnership agreement
SHARJAH - The Sharjah Civil Aviation Department (SCAD) and Serco have renewed their partnership agreement, ensuring Serco's continued provision of air navigation services at Sharjah International Airport. Since 1947, Serco has been the primary provider of air navigation systems at Sharjah International Airport, contributing to the safety and efficiency of air traffic operations. Under the renewed agreement, Serco will manage Sharjah's Aeronautical Information Management (AIM) and Air Traffic Services (ATS). The extended partnership demonstrates mutual trust and a shared commitment to developing a skilled Emirati-led air traffic workforce. The partnership has fostered significant growth in Emiratisation, with the number of Emirati air traffic controllers rising from one in 2013 to 48% of Serco's employees today. In 2024, Sharjah saw its first Emirati female air traffic controller approved. This reflects the success of the Emiratisation programme and its positive impact on the local community. Sheikh Khalid bin Issam Al Qasimi, Chairman of the Sharjah Civil Aviation Department, highlighted that the cooperation not only ensures safe and efficient airport operations but also supports the development of Emirati talent in the aviation sector. He emphasised the continuous training and integration of citizens into air traffic control, reinforcing the commitment to building a sustainable future for the sector. Phil Malem, CEO of Serco in the Middle East, expressed pride in continuing the long-standing partnership with the Sharjah Civil Aviation Department. He emphasised their shared focus on innovation and training to ensure Sharjah Airport remains at the forefront of regional aviation. Malem reiterated the importance of their contributions to Sharjah Airport's growth and the UAE's aviation future. The renewal of this partnership aligns with both parties' commitment to strengthening the aviation sector in Sharjah and the UAE as a whole.
