Quality Management Manager

Quality Management 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 looking for a Quality Management Manager who will be responsible for managing the Quality of services provided by the Operations and Maintenance contractors on behalf of the Client as well as support the Serco team with regards to quality control and quality assurance procedures and guidelines.

The Client 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 client's 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 good written and verbal communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.

The build it new/ spending era has been and gone. Serco helps businesses and governments maximize ROI and extend the life of their assets. We manage their assets and people and use our data and insights to improve the experience of anyone who interacts with their products or services. We drive operational and cost efficiency on key services through process improvement, innovation and transforming citizen experience providing our Client with Consulting Services to Support Assets and Facilities – Facilities Department.

This role will be based in Riyadh.

Key accountabilities

• Coordinate status updates and reporting for all corrective actions
• Support understanding and management of regulatory compliance requirements relevant to the project
• Develop and where necessary, SOPs related to quality and compliance;
• Coordinate provision of/provide compliance awareness briefings and follow up on compliance activities;
• Coordinate, participate and oversee the preparation for internal and external audits including readiness reviews, attendance at key meetings and review of report
• Review non-conformances regularly and assign resource to close out overdue Non-Conformances (NCs) within agreed timescales;
• Lead maintenance of the quality management system, that it relates to all aspects of the system promoting continuous improvement and management awareness,
• Monitor and assist departments in the response and resolution of contractual notices such as remedial and warning notices
• Provide advice and support in relation to business continuity.
• Maintain and monitor KPIs on Risk, Quality and Compliance performance, establish a suite of reports analyzing and illustrating risk, quality and compliance performance of the company utilizing both proactive and reactive key performance indicators
• Support with the preparation of contractual and regulatory reports such as the monthly and annual report by the provision of Risk, Quality and Compliance inputs in a timely manner.
• Coordinate and minute Risk, Quality and Compliance meetings and workshops
• Undertake on-call duties
• Support, monitor and report on incident investigations, taking lead where necessary, making sure that reports are completed and submitted in a timely manner
• Responsible for audits against quality management standard.
• Ensuring compliance with quality standards for facility management services.
• Monitoring the technical performance of facility management contractors to ensure compliance with quality and supervising contractors in implementing the work and tasks of operation and maintenance contracts.
• Support in the development of a Quality Management Plan
• Report on the status of quality-of-service provision and performance by outsourcing consultants and operation and maintenance contractors.
• Lead on Quality Inspections on site as well as report on quality compliance by the outsourced consultants and O&M Contractors

Specific requirements

The candidate will have:

• A Bachelor's Degree in relevant field
• Practical and previous experience in KSA
• Previous experience in Public Sectors
• 10 years' experience in relevant field is a minimum requirement
• Ability to lead teams to deliver defined outcomes
• Strong analytical and facilitation skills.
• Personal integrity and personal values consistent with Serco's governing principles.
• Sound computer skills in Excel, Word and PowerPoint.
• Ability to coordinate and monitor workflow and operations to achieve established goals and objectives and maintain effective working relationships with managers and employees, contractors, customers and the public;
• Highly motivated and flexibility to work in a time-sensitive environment to respond quickly and effectively to unanticipated high workloads, events and emergencies; strong organizational skills, detail oriented, and the ability to handle multiple priorities;

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.