FM Helpdesk Manager

FM Helpdesk Manager
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 currently bidding for a prestigious new project in Riyadh, Saudi Arabia and we are looking for a Facilities Management (FM) Helpdesk Manager who will support with the delivery and management of the service providers and integration of site-wide operations.

The purpose of the project under this contract is to provide consulting and management support to a Ministry in KSA with the necessary tools to manage and maintain assets and facilities, through improving activities to meet service requirements, developing business strategies that ensure reducing costs of the life cycle of assets, and improving practices to increase efficiency and effectiveness. It includes but not limited to long-term management of assets, facilities, resources and services to improve performance, reduce costs and manage the life cycle. In brief, the scope is for the provision of consulting, technical, management and administrative support for facilities and asset management works.

The Ministry is in the process of developing and executing a transformation program. This program involves transitioning from the management of operations and maintenance contracts to the management of contracts related to assets and facilities. The Ministry' primary objective is to achieve maximum value and benefit for the life cycle of assets and facilities within their estate.

The ideal candidate should have:

• Experience in managing Teams within the Facility Management industry
• Excellent verbal and written communication and presentation skills
• Experience in working with multi-agency stakeholder
• Ability to build a network across teams and key external stakeholders
• Communicates well and consistently from Senior Management level down to large teams of workforce e.g. volunteers
• Collaborates well with other business functions and a good integrator
• Methodical thinker, with superior guest service focus.

The hiring for this position is subject to contract award.

Key Accountabilities

Strategy and Planning

• Management an operation support services functional area and venue plans
• To assist with any functional requirements
• Ensure implementation an adherence for all event wide policies and procedures
• Represent as required the operations support services department in matters related to maintenance operations regarding safety and operational issues.
• Work with venue management an overlay team in ensuring the facilities management requirements of temporary structures across the site
• Promoting innovation best practises and green technologies in accordance with standards.
• Manage and monitor the project Task/Milestones and risk registers using dedicated information technology.
• Monitor compliance of service providers across operations support services that extend to key performance indicators and resolving performance gaps implementing penalties and or incentive awards an managing contract scope variations.

Operational Responsibilities:

• Act as the initial point of contact for onsite Operations support services activities.
• Work alongside the appropriate zone, functional area Managers, such as ceremonies, International participants and venue management on ensuring a seamless delivery of Operational support
• Manage the Service Providers adherence to the planned preventative maintenance, testing and inspections
• Manage shut-downs as required for transitions and installations
• Manage the Service Providers adherence to the planned periodic cleaning tasks
• Ensure all reactive work orders are carried out in accordance with the contractual SLA.

People Responsibilities:

• Manage allocated teams responsibly and proficiently, providing effective line management to direct reports
• Evaluate performance of individual direct reports
• Provide visible leadership to the team and across the organisation to key stakeholders

​​​​​​​Event Time responsibilities:

• In addition to the operational and people roles and responsibilities stated above, this role will evolve throughout the event and it is likely that the role may change with the operational needs

Specific Requirements

• 6+ years' experience, two years of which were in a similar role working within a highly dynamic and complex environment, with specific experience related to Hard Services facility management operations.
• Programme / Project management experience coordinating complex major event projects.
• Understanding of Hard and Soft Service operational dependencies and impact on other functions and non-operational directorates.
• Background in facilities management and operations
• Degree in engineering or equivalent, specializing in Power systems and large networks including infrastructure/Electrical
• An understanding of Facility Management contractors in the region
• Experience in working with Government partners
• Knowledge of international event or large facility operations
• Standard MS Office software proficiency. Microsoft Project / Visio an asset.
• Fluent in English (reading and writing), Arabic or other second language preferable.

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 for more information.