Key IFM Account Manager

Job description / Role

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, Qatar and Iraq. We have been supporting the RTA to operate the Dubai Metro since 2009 and have launched the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2017. We deliver Facility Management services to Hospitals, Universities, Airports, Military Facilities and Commercial Estates in the UAE and large-scale medical facilities in Saudi Arabia. We also deliver staff training and education to selected officers of the Qatar Armed Forces at the Officers' training institute located at the Ahmed Bin Mohammed Military 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 IFM Account Manager - Success Profile

Reporting to: ADGM General Manager

Division / Function: IFS

Base location: ADGM Square, Abu Dhabi

Key purpose

Reporting to the General Manager, the Key IFM Account Manager will be responsible for developing a single key account, at the same time as nurturing the client for future growth. Responsible for the full remit of IFM service delivery to ADGM B, however, being fully supported by the main ADGM Square team for operational and service provider team management, PPM and specialist services

The Key IFM Account Manager will devise and implement creative profitable actions with businesses, engaging customers, monitoring progress and evaluating benefit. The Key IFM Account Manager will be the link between a client and ADGM, anticipating and understanding the client's specific needs and offering solutions.

Reason for role

• Client mandated, dedicated counterpart to ADGM B management, full cost recovery.
• Structure and reporting relationship
• Reporting directly to the ADGM Square GM.
• Based on the specific requirement of the role

Key accountabilities

Key Job Responsibilities

• To ensure all deliverables relating to IFM and requirements are met during the operational phase
• To ensure that all the IFM operational delivery aspects of the contract are delivered in an effective, efficient and professional manner to direct and indirect clients.
• Focus on transforming key customer relationships and develop the way forward, including bridging the operation and commercial gap
• Exploring ways of improving existing products and services, and increasing profitability
• Develop new business relationships, generate and negotiate new income for Serco to an agreed annual target, to increase year on year in line with the ADGM Square contract and broader IFM Division strategies.
• Represent and manage all JBI requirements in relation testing, commissioning, witnessing and general building hand over
• Acting as Customer/Client Representative in absence of General Manager
• Production of estimates/proposals as required
• Ensure Serco remains proactive and responsive to prospective clients/contracts.
• Work closely with the ADGM SQ General Manager to establish and agree the methods for business growth and sustaining current key account.
• Coordinate and report on all the activity to achieve and deliver plans and strategy while working closely with all stakeholders
• Adhere to all current legislations and company policies
• Management of Fit Outs and general works
• Monitoring and reporting on overall progress of work programs against plans and forecasts and KPI's
• Production of operational Reports

HSQE Responsibilities and Information Security Responsibilities

• Accountable for on-site Health & Safety, maintaining a safe work environment for all parties involved
• Coordinate with the ADGM SQ HSEQ Manager to ensure compliance with both statutory and Serco polices re HSEQ.
• Essential technical and professional skills, knowledge and qualifications

Requirements

Knowledge

• Good knowledge of IFM sector and industry standards.
• Degree level or Industry equivalent certification
• Minimum 5 years of experience managing the delivery of complex high value contracts
• Demonstrate skills in dealing & working closely with internal & external customers, suppliers on complex and interrelated issues on an ongoing basis
• Demonstrate good management and interpersonal skills
• Project Management skills including reporting skills
• A good level of knowledge of commercial aspects of contracting

Skills

• Excellent negotiation and presentation skills,
• Strong communication skills in all forms including written, oral, email, telephone, and presentation
• Ability to translate client's needs into relevant business solutions
• Must be able to independently drive forward project successfully
• Excellent project management skills
• A resourceful and proactive team player with a can-do attitude
• Stakeholders' management with the ability to successfully network and build strong and trusted client relationships
• Must be self-motivated and disciplined with a outcome focused attitude
• Evidence of successfully contributing to and implementing strategies and plans.
• Ability to cope with competing demands and to prioritize tasks
• A positive attitude to dealing with people
• Flexibility, excellent attention to detail, ability to identify key issues and manage an environment of regular change.
• Ability to hold sensitive and confidential materials in strict confidence.
• Ability to prioritize and multi-task and meet deadlines and schedules under high pressure environment.
• Strong analytical skills; ability to work with complex issues and detailed information.
• Ability to collaborate effectively with cross functional teams.
• Good judgment and decision-making skills.
• Adapt well to changing priorities.

Additional / special features of the role

• English/Arabic (read, write, speak) a minimum.

• 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
• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
• Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
• Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process

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.

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.