Contract Manager - Subject to Contract Award

Serco

Jeddah, Saudi Arabia

Ref: LP119-698

Job description / Role

Employment: Full Time

Contract Manager - Success Profile

Reporting to
- Typically reporting to the Managing Director

Division / Function
- Serco Middle East /Integrated Facilities Services

Base location:
- KSA

Serco Leadership Tier
- Managing a team within a business or function

Key purpose
- This role is accountable for planning, co-coordinating and controlling all technical and facilities management strategies and activities that ensure the contract delivers to contract Service Level Agreements on behalf of the Client & Serco.
- The role will be the senior Serco person on site and therefore responsible for all staff and subcontractors, together with the financial and operational performance of the contract.

Reason for role
- This role ensures that contract deliverables are met in line with the contract service level agreements.
- The role will be the senior Serco person on site and therefore responsible for all staff, and subcontractors, together with the financial and operational performance of the contract.

Structure and reporting relationship
- Typically reporting to the Managing Director and has client and customer stakeholder relationships.

Based on the specific requirement of the role

Key accountabilities
In line with the senior team the Contract Manager will support and approve:
- Manage the day-to-day operations of all elements of the Contract to meet all regulatory, business, strategic and Key Performance Indicators (KPI).
- Manage and direct the operations of the business in accordance with Serco's strategic plan, with an emphasis on standardisation of policies and procedures.
- Regularly meet with line managers, supervisors, coordinators, team leaders or leading hands to keep them informed of decisions affecting their areas of operation and to ensure a uniform application of Serco's policies and delivery of services.
- Management of subcontractors and suppliers.
- Preparation and management of operating budgets. Meet agreed budgets (commitments) and business planning outcomes.
- Direct, assist, support and advise line managers, supervisors, coordinators, team leaders or leading hands, ensuring the implementation of changes necessary to meet evolving service delivery standards.
- Set staffing levels in compliance with business specifications and monitor them, to enable the delivery of efficient and effective services.
- Provide advice to the General Manager on the activities, developments and changes within the services covered under the Contract and their impact upon the provision of those services.
- Assist the General Manager with the development and implementation of management initiatives.
- Seek new business opportunities and improve profitability of the business within your contract capabilities, and seek direction and approval from the General Manager before committing to undertaking these services.
- Ensure that employees have the opportunity to participate in the development of the Serco Contract and the decision-making process.
- Monitoring of procedures and policies in order to recommend improvements.
- Monitor, review and, where appropriate, update property, plant and equipment to meet the changing needs of the business, within your authority limits.
- Carry out formal performance appraisals with each subordinate bi-annually & annually, reviewing performance against agreed business goals.
- Develop, monitor and review annual maintenance programs for the Project.
- Develop, administer and review whole of life cycle replacement programs.
- Represent client to navigate through various audits and inspections conducted by local bodies.
- Review building service's delivery systems and develop strategic maintenance or replacement strategies.
- Negotiate procure and review whole of service delivery contracts.
- Ongoing management of the Risk Management program. Develop the QA program and take it through audit for subsequent award.
- Timely address various ad hoc requests given by the client for variation work, VIP visits, etc.
- Liaise with clients, staff and external consultants at all levels in matters relating to building service delivery.
- In conjunction with the client develop business continuity plans for numerous scenarios.
- Monitor the progress of accreditation and quality management systems and coordinate the standardisation of policies and procedures.
- Prepare monthly reports and attend monthly leadership meetings.
- Review all training needs and report on a yearly basis.
- Liaise with customer representatives on an appropriate and regular basis.
- Ensure the timely and satisfactory management and resolution of complaints from customers and the grievances of employees, in accordance with Serco's policies.
- This position may be required to carry out other tasks from time to time as directed by the General Manager.

HSQE Responsibilities and Information Security Responsibilities
- Lead the development and implementation of the Serco Management System (SMS) and ensure that contents of Health, Safety, Quality & Environment and Information Security Policy Statements are known and understood by the contract staff.
- Provide input into the development of the Health, Safety, Quality & Environment and Information Security Policy Statements.
- Ensure that a good HSQE and Information Security culture is promoted within their departments and among their peers, employees, visitors, subcontractors, client and customers.

Essential technical and professional skills, knowledge and qualifications

Technical & Professional Skills
- 10 years plus experience of managing within an FM environment
- 5 years minimum experience in managing multi-disciplined People Managers including support functions (eg finance, procurement).
- Demonstrated experience in business management across a diverse work force
- Previous experience in a Facilities Management healthcare environment
- Demonstrated experience in Change Management
- Management and or Operational experience at a senior level within a reputable business
- Ability to motivate, lead, manage change and work in a multi discipline and multi-functional team.
- Demonstrated analytical and organisational business skills.
- Demonstrated commitment to the processes of continuous improvement and quality customer service.
- Proven financial management expertise, especially the ability to control and meet budget objectives.
- Have led a diverse, multi-cultured, multi-disciplined workforce to achieve the work output and quality of services

Requirements

Knowledge
- Demonstrate knowledge of both international and local (KSA) statutory and legislated requirements in governing large properties.
- A respected leader capable of developing close working relationships with the client to ensure the mutual success for all stakeholders and longevity of the contract;
- Negotiation skills.
- Communication and interpersonal skills at both an individual and team level
- Demonstrate knowledge of international best practice in facilities management
- Demonstrated high level of interpersonal skills and proven ability to effectively communicate (in both oral and in written form) with all levels of management, employees, customers, contractors and other stakeholders
- Demonstrate leadership on a FM project

Qualifications
- Holder of a Degree in facilities management or similar qualification.

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative.

About the Company

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.

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