Support Office Manager (Saudi National)

Support Office Manager (Saudi National)
Make a difference every day 

We are a multinational organisation 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  

We are looking for a Saudi National Support Office Manager who will be the first point of contact in all cases (receiving requests, registering them, following up on them, and managing emergency contact numbers. Provide any and all activities data information and analysis requested in the required format (subject to system availability), to assist the Facilities Manager in quantifying activities, establishing trends and service delivery monitoring.

The ideal candidate should have excellent communication skills, both written and verbal, in both Arabic and English; with the ability to work collaboratively in a team environment and contribute to team goals.

The hiring for this position is subject to contract award.

Key Accountabilities

• Seen as a precursor to what may later be a central Helpdesk function, the role initially involves the daily management of all FM operational and administrative tasks. The office's tasks shall include (but are not limited to), organizing the relationship between any and all stakeholders of any description as and when it may be necessary/occur, e.g., Client staff/ Visitors/ Contractors/ businesses, other Government entities and members of the public.
• Manage and operate the Office through customer service employees under existing contracts and according to the set, operational protocols.
• Monitoring and reporting on the Client requirements and FM operations service delivery, through the provision of weekly, monthly, quarterly, and annual reports on all the office's activities and requests, detailing their particulars and status.
• Contribute to the planning and scheduling of Client needs, liaise with all stakeholders, and collaborate with cross-functional teams to ensure operational efficacy in all matters.
• Collaborate with operations teams to investigate anomalies, troubleshoot issues, and assist with implementing corrective actions.
• Liaise with and assist the Hospitality Manager in arranging meetings and functions, locations and transportation, car parking, catering requirements and security liaison.
• Operational Procedures Development: Lead to the development and maintenance of all necessary activities, procedures, checklists, and guidelines. Ensure compliance with established Client procedures and best practices for asset maintenance operations and service delivery protocols.
• Data Analysis and Reporting: Lead on analysing request for trends, asset performance matters and history to extract meaningful insights, assess performance, and support delivery objectives. Prepare technical reports and presentations summarising operational activities and findings, which will include graphs/charts/dashboards, subject to availability of systems and types.

Specific Requirements

• Bachelor's Degree in management information systems or any equivalent specialty.
• Data management and analysis would be a distinct advantage.
• Ten (10) years of experience in customer and supplier service management.
• Three (3) years of experience working in a similar company.
• Language Proficiency: Fluent in English and Arabic.
• Communication and Collaboration: Excellent communication skills, both written and verbal, in both Arabic and English; with the ability to work collaboratively in a team environment and contribute to team goals.
• Problem-Solving Skills: Strong analytical and problem-solving abilities, with the capacity to identify and resolve technical challenges related to asset maintenance operations. Ability to think critically and make sound decisions under pressure.
• Adaptability: Willingness to adapt to changing operational requirements, work in dynamic environments, and handle multiple tasks simultaneously.

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.

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.