Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.

Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.

Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.

Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.

We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.

Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.

Key purpose
Responsible for establishment and development of Engineering, Security and Safety management to ensure the delivery of excellent service to the customer, strong financial returns, service improvements and business growth.

Reason for Role
New Contract

Structure and reporting relationship
This role reports directly to the Senior Contracts Manager

Key accountabilities

Customers
• To represent Serco when meeting with the customers, stakeholders, the financial community and the public in order to enhance reputation and foster a partnership approach to relationships.
• To lead customer service excellence and a continuous improvement culture, so that the business remains at the leading edge of service delivery and value.
• To develop an excellent relationship with the contract/s customer/s, to anticipate future needs and continue to deliver growth and margin for Serco; and value for money for the customer

Operational Excellence
• Providing strategic direction and leadership to the organisation to meet corporate objectives and targets
• Manages day to day relationships with local customers across contract/s to resolve issues and problems
• Building strong teamwork between the Operations, Maintenance and Security and Safety departments; ensures that the security and the system remain robust;
• Developing contract activity to optimise growth, margin and service to customers and identifying and acting upon opportunities for organic growth
• Responsible for managing safety, regulatory, reputation and security risks associated with incidents and/or failures of service delivery of prestigious or critical public services;
• May sit on the Management Committee of the Business Unit
• Management and development of multiple customers across a range of operational activities or locations
• Typically a contract based in one main location providing a range of services or a cluster of smaller contracts, providing a similar services across a geographically dispersed area;
• Developing and mentoring the Operations & Maintenance teams in failure management response
• Assessing preparedness of Serco organisation to handle major incidents and emergencies and acting as Gold Commander during a crisis or emergency;
• Responsibility for the mobilisation and training of the organisation to ensure safe, efficient revenue service
• Building and maintaining an organisation that is committed to delivering Customer Services Excellence
• To ensure that the orgnisation is focused on continuous improvement and that feedback from clients and passenger surveys is actioned and that Key Performance Indicators are met or exceeded
• Develop strong relationships with the client's management and other private and government departments to secure the necessary support for efficient operation
• Ensures that Line Managers take ownership for the competence of their teams
• Review con-conformances raised against the department regularly and assign resource to close out overdue Non-Conformances (NCs) within agreed timescales
• Lead, manage and motivate the team, including coaching departmental Managers
• Complete annual and mid-year appraisals and identify any sub-standard performance or behaviour and ensure corrective action through employee development plans
• Ensures that the performance review process within their departments is managed consistently and effectively and provides advice and guidance to Line Managers in dealing with difficult situations
• Own departmental succession and development plans
• Ensure that their teams understand how they contribute to departmental and organisational goals
• Comply with all Serco SMS Policies and Standard Operating Procedures and all local regional or contract related policies and procedures

People and Culture
• Meeting the Key Performance Indicators according to the targets agreed with the Transport Director in the areas of: management of the client and contractor interface, delivery of study reports on time, preparations for launch of service, management of first line support activities during the first three years of revenue service
• Perform and carry out other duties as instructed / directed
• To provide leadership to the business such that employees understand and have input to the plans, as appropriate, and are motivated to achieve their objectives
• To recruit, professionally manage and develop the contract/s management team, and ensure that the team is operating in accordance the Governing Principles
• To ensure that the contract/s is/are optimally structured, managed and populated including leveraging shared service facilities as appropriate
• To ensure that a best practice framework is in place for the delivery of the contract/s using processes, procedures and systems which are aligned with those of the company
• To ensure appropriate corporate governance is in place to comply with health, safety and other legal requirements upon the business and ensure that CR is delivered effectively.
• To reward the team, aligned to market rates, and recognise people for delivering great service, including nominating worthy candidates for appropriate recognition of commendations/awards

Financial
• Manage the Operation, Maintenance and HSQE Departments to ensure outputs delivered are to an appropriate standard on time and within the allocated budget
• To ensure a business development strategy is in place, to deliver the contract/s growth aspirations in line with the commitment; including ad-hoc additional challenges.
• To ensure effective financial management is in place to achieve turnover, profit and cash targets, and to meet corporate and legal requirements.
• Support the organic growth of the business by providing expertise and leadership to rebids in own area

HSQE and Information Security Responsibilities
• Play an active role in the development and implementation of the Integrated Management System requirements within their Department and provide the leadership to ensure that contents of Health, Safety, Quality & Environment and Information Security Policy Statements are known and understood by their staff
• Provide input into the development of the Environment, Quality, Health & Safety and Information Security Policy Statements
• To exercise a personal duty of care for their own health, safety and welfare and for those affected by the acts or omissions and promote the same within their area of responsibility;
• Ensure that a good HSQE and Information Security culture is promoted within their departments and among their peers
• Lead by example and ensure that ways to conserve energy, water and resources and minimise the generation of waste are identified and responded to within their area of responsibility
• Protect information assets and data including both electronic and paper based from all threats whether internal, external, deliberate or accidental
• Promote a good HSQE and Information Security culture among their departments and peers
• Conduct regular reviews on the HSQE and Information Security Performance and seek ways to continually improve.
• Carry out regular safety tours and inspections