Operations Manager

Serco

Abu Dhabi, UAE

Ref: LP119-691

Job description / Role

Employment: Full Time

Reporting to: Typically reporting to a Contract Manager or General Manager
Division / Function: Serco Middle East / Integrated Facilities Services
Base location: Abu Dhabi
Serco Leadership Tier: Managing a team within a business or function

Key Purpose

- Strategic leadership role within a contract that will provide management support to the General Manager and take the operational lead of the contract delivery team and specialist sub-contractors.
- Through leadership empowerment the person will have operational accountability providing guidance, direction and motivation to department managers and people managers.

Reason for Role

- Responsible for the management, guidance and operational strategic direction for the contract, ensuring that international best practice Facilities Management is delivered as per the requirements of the Project Agreement. The capability to act as a deputy to the General Manager and alternate point of contact for the client and customers for operations and service delivery.
- The person will go through a development process ensuring he/she will be readily prepared for future Serco General Manager opportunities.

Structure and Reporting Relationship

- Typically reporting to the Contract Manager or General Manager.
- Also, deputize for the General Manager in all aspects of the contract delivery during periods of leave or absence and therefore maintaining a healthy partnership with the client and their leadership group is paramount.

Based on the Specific Requirement of the Role

Key Accountabilities

- To provide leadership support to the respective department managers for ensuring compliance with Serco financial & procurement, HR, training, commercial, service delivery, risk mitigation and the achievement of contractual targets for safety, quality and service reliability.
- To provide management support for the project management of capital works and projects and the ongoing development of our in-house maintenance capability. The role will maintain and continually review and improve the onsite service delivery and coordinate safety and technical training in conjunction with the Training Manager.
- To provide leadership and support for the implementation of our innovation goals, Viewpoint action plans and our Corporate Social Responsibility initiatives.
- To support a number of audits and accreditation such as Joint Commissioning International, Health Authority of Abu Dhabi and Civil Defence, etc. Expected to support the preparation of evidence and the audit/accreditation process to ensure Serco and client achieve the necessary standards.
- Deliver Landscaping & Grounds Maintenance Services including but not limited to, the maintenance of all soft landscaping and associated irrigation systems, maintenance & cleanliness of external hard and paved areas, maintenance of all external furniture, canopies, water features, walls, fencing, gates etc.
- Deliver Helpdesk & CMMS Services including operation and maintenance of the customer provided Mainspring CMMS. Working in partnership with both the customer and platform provider to ensure integrated and real time service operations. Provide regular reporting for all stakeholders including but not limited to service delivery, planning and scheduling, KPI reporting and analysis of trending and metrics.
- Responsible for the Facilities Service Contract, Project Management, Landscape & Grounds Maintenance, Helpdesk and HSEQ policies, procedures and systems that support a safe and professional work ethic and that they remain relevant and up-to-date ensuring that they are cognoscente of the Serco Integrated Management System (IMS), UAE legislation, regulatory compliance and industry best practice.
- Line manager responsibility of all Facilities Service, Project Management, Landscape & Grounds Maintenance, Helpdesk and engineering, technical and administrative staff. Provide direction and support to all staff for the resolution of issues, compliance and all department associated problems by way of mentoring, coaching and recognized engagement and leadership techniques.
- Produce and develop Personal Development Plans (PDP's) for all staff encouraging succession planning for all through structured training and development programmes
- Meet the Key Performance Indicators (KPI's) and criteria as per the contract Service Level Agreements (SLA's).
- Production of monthly and annual operational reports to both specified timeframes and adhoc as required. Reports will detail measurement and monitoring of the Facilities Service Contract, Project Management, Helpdesk & CMMS and Landscaping & Grounds Maintenance Services, KPI's and other relevant information.
- Support the preparation of budgets, financial monitoring and cost controls.
- Implement and manage continual improvement initiatives, projects and programmes across all areas of the departments including service delivery, staff engagement, cost reductions and innovation.
- Carry out other duties as directed by the line manager or member of the senior management team.

Health, Safety, Environment & Quality Role Accountabilities

- To support the PGM leading 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.
- Fully support the Portfolio General & QHSE Managers in the delivery of the Estates Management, Project Management, IT, Helpdesk and Grounds Maintenance Services for QHSE compliance, policies, procedures and systems that support a safe and professional work place and ethics.
- 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 exercise a personal duty of care for your own health, safety and welfare and to that of all others.
- To lead by example and ensure to protect the environment by conservation of electricity, water and other natural resources, and minimizing 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
- 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 organizational 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

Essential Technical and Professional Skills, Knowledge and Qualifications

Technical and Professional Skills
- 10 years plus experience in maintaining and delivering MEP services.
- 5 years plus experience of managing people within an FM environment in the GCC.
- Experience of coordinating continuous quality improvement programs.
- Experience of managing multiple teams.
- Broad and practical experience with an engineering qualification.
- Proven experience in an Integrated Facilities Management environment including operational delivery for a commercial property in a technically and operationally complex environment.
- Experience of managing the delivery of FM in a commercial building is desirable

Knowledge
- Demonstrate good leadership, management and interpersonal capability
- Knowledge of leadership role in a facility management environment
- Proficient in Microsoft packages including word, excel and PowerPoint. Adaptable to use company systems as required to the operations.
- Proven analytical capability and problem solving skills
- Negotiation skills
- Excellent communicator and motivator at multi levels
- Broad and practical experience of the FM environment with an engineering qualification. Proven experience of Integrated Facilities Management environment including operational delivery on multiple building facilities

Requirements

Qualifications
- Holder of a degree in a relevant engineering discipline
- Qualifications in Facilities Management related disciplines

Additional / Special Features of the Role

- Highly motivated, flexible individual with energy and drive.
- Should have good planning abilities, an analytical approach to problems and good knowledge of built environment technology.
- Additionally, must be conversant with the requirements of all current relevant legislation that governs the United Arab Emirates.

Any other role specific leadership attributes

This role is responsible for leading a team or teams of people. Successful delivery of this will include
- Ensure that your team(s) have clear understanding of their role including what is required of them, how they are expected to achieve and understand how they contribute to organizational goals
- Ensure that key information is cascaded clearly and effectively to your team(s) in a timely manner
- Continuous feedback to employees regarding their performance in their role or behavior, this may include PDR, PDP and PIP and also less formal communication
- Implement an employee engagement plan (e.g. Viewpoint) in order to ensure a consistent level of employee engagement across your business in line with Serco requirements
- Own business unit(s) succession, talent development and workforce plans;
- Comply with all Serco SMS Policies and Standard Operating Procedures and all local regional or contract related policies and procedures

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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Operations Manager salaries in UAE

Average monthly compensation
AED 17,000

Breakdown available for industries, cities and years of experience