Senior Soft FM Management Engineer

Senior Soft FM Management Engineer

Make a difference every day 

We are a multinational organization with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".  
 
 

Your Opportunity  

The purpose of the project under this contract is to provide consulting and management support to a Ministry in KSA with the necessary tools to manage and maintain assets and facilities, through improving activities to meet service requirements, developing business strategies that ensure reducing costs of the life cycle of assets, and improving practices to increase efficiency and effectiveness. It includes but not limited to long-term management of assets, facilities, resources, and services to improve performance, reduce costs and manage the life cycle. In brief, the scope is for the provision of consulting, technical, management and administrative support for facilities and asset management works.

We are looking for a Senior Soft FM Management Engineer to ensure completion of the contracted milestone deliverables and liaise/report on at least a weekly basis to Serco’s senior management and to the client on the performance and progress in this regard up to completion and sign off.

The ideal candidate should have the ability to develop and implement policies, procedures and specifications and a high level of customer service experience.

The Senior Soft FM Management Engineer will report into the Project Director and will be based in Riyadh.

Key Accountabilities

• Manage the day-to-day service delivery and performance of the external service providers in respect of the delivery of Cleaning, Catering, Receptionist, Switchboard, Storeroom, Logistics function including Portering service, Laundry, Landscaping and Pest Control services.
• To ensure that adequate manpower is available at all times and, to ensure that that all Human Resource elements of people management such as Discipline, Training, Performance Review, Objectives Setting, Personal Development and Mentoring, Support, Guidance and Counselling, as required, is provided.
• Ensure proper interdisciplinary coordination and effective communication among the staff and with other service providers.
• Manage, support and coach internal team members to deliver service against company and client objectives.
• Undertake troubleshooting, customer surveys, quality assessments and service audits as appropriate to ensure standards of service are met.
• Develop monthly activity reports as required by senior management and other service users to ensure optimum delivery across all the identified areas of service.
• Liaise with all internal stakeholders/customers on a regular basis to identify their future needs and expectations in regard to the services provided.
• Undertake Key Performance Indicator (KPI) or Service Level Agreement (SLA) inspections and provide service delivery reports to the senior management.
• Coordinate and attend client and supplier meetings and follow up on actions with clear visual aids to track and monitor progress.
• To create and maintain a stakeholder management plan relevant to the Soft Services Department ensuring that key stakeholders engagement levels are monitored, and any negative feedback is escalated to the General Manager.
• Continue to improve systems of communication, maintain business integrity and improve knowledge of customer expectations, identify and address concerns of stakeholders
• Respond, in a timely manner, to standard and non-standard enquires from all stakeholders, relating to the Integrated Services Department; face-to-face, by telephone, by e-mail and in writing and to represent the Department in internal and external meetings, workshops and presentations as required.
• To manage and participate in the Annual Customer Satisfaction Survey and create, implement and monitor action plans identified as a result of the survey results.
• Undertake critical analysis of statistics relating to service deliverables and make recommendations for improvements wherever possible.
• Maintain documentation and records associated with service performance in accordance with relevant Company Procedures in support of the ISO 9001 accreditation.
• To participate in the annual Management Review process producing statistics and analysis of service delivery and opportunities for improvements for consideration by the Management organisation.
• To maintain a register of all statutory and legal compliance regulations, relevant to the Soft Services Operations, and to ensure that compliance with the regulations is maintained at all times.
• To ensure compliance with Integrated Management System (IMS) at all times.
• To work within framework of the Delegation of Authority Matrix at all times whilst undertaking his/her duties.
• To proactively identify and monitor all risk associated with Contractual and Departmental Outputs of the Soft Services Department, and escalate to the General Manager as required.
• Update and maintain the Departmental Risk Register as per the Company policies and review at least quarterly.
• To carry out regular Risk Assessment of the high risk activities associated with the Cleaning & Window Cleaning Contractors outputs ensuring compliance with relevant Policies and Procedures as required.
• To assist in the procurement of supplies and services relating to the full scope of services  through either Purchase Order system or the long term tender process.
• To control the Soft Services Department asset register ensuring that all assets are maintained in good working order and that a replacement programme is in place, and managed and monitored in accordance with the Commercial Manual and the CAPEX principles.
• Manage the day-to-day service delivery and performance of the external service providers in respect of the delivery of Cleaning, Catering, Receptionist, Switchboard, Storeroom, Logistics function including Portering service, Laundry, Landscaping and Pest Control services.
• Review service providers quality of work and identify areas for potential improvement, increase in quality and / or efficiency in service in order to improve service delivery and meet customer needs.  
• Determine performance standards, undertake audits, and identify trends, gaps, deficits. Monitor compliance with SLAs and KPIs.
• Produce annual business plans for the soft service operations, identifying new business opportunities where possible.
• To create technical specifications, Key Performance Indicators and Service Level Agreements, relating to the outsourced service contracts, and to carry out technical evaluations of Commercial Tender Exercises, providing reports and leading on Supplier evaluation and contractual awards for the Cleaning, Window Cleaning and Pest Control Services.  Assist in the maintenance of records, logs and data management concerning Furniture, Fixtures, and Equipment (FFE) and logistics within the department.
• Ensure compliance with all training requirements of Serco and  ensure adherence to To support the development and implementation of the Serco Management System (SMS) and provide the leadership to ensure that contents of Health, Safety Quality & Environment and Information Security Policy Statement are known and understood by the contract staff
• To comply with the organization’s QHSE policies and procedures at all times.
• To work safely at all times and to report all hazards and incidents recording all in Assure
• To actively participate in all QHSE training, programs, audits and inspections, as necessary
• To lead by example and ensure to protect the environment by conservation of electricity, water and other natural resources, and minimising generation of waste.
• Conduct regular leadership HSE tours and inspections
• To protect information assets including both electronic and paper based from all threats whether internal, external, accidental or deliberate.
• Conduct regular reviews of Information Security Performance and promote ways to  improve security integrity
• Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
• Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process

Specific Requirements

• 10 years minimum experience at managerial level within a facility services environment with specific experience and understanding of at least three of the following areas:

1. Cleaning
2. Catering
3. Receptionists and Customer Service
4. Helpdesk Operation
5. Logistics & Portering
6. Service Provider Management
7. Service Specification

• Knowledge of CAFM and /or SAP platforms.
• Health and Safety knowledge, training and experience with ideally a recognized qualification.
• Flexible approach.
• Able to coach and mentor where necessary.
• Holder of a degree in a relevant discipline.
• General appreciation of Soft Services and Support Services Facilities Management and ideally a member of BIFM or similar

What’s in it for you? 

At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization. We are proud to offer a total reward package at Serco which includes: 

• Competitive monthly pay and allowances that are commensurate with the role and industry standards
• Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing 
• We recognize the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards 
• We offer an annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones 
• We pride ourselves on providing a supportive work environment where we foster a positive Safety-First culture 
• We care deeply about our colleagues' wellbeing and offer access to wellbeing programs and platforms to support their physical, mental, and emotional health. 
• As a global organization, we offer a vast array of career paths for our employees to choose from. The scale and breadth of our organization provides our colleagues with opportunities for growth and variety in their career path, both regionally and globally. 

Join Us 

At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day. 

Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career. 

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

We take pride in what we do

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. To view all internal opportunities, log into MyHR online.

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.