Operations 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 and Ultra Luxury new project in NEOM, Saudi Arabia and we are looking to hire an Operations Manager who will play a pivotal role and have full responsibility for FM services across Sindalah Island. The primary purpose is to establish, implement, and oversee comprehensive FM services and systems across all operations and activities contributing to Ultra Luxury service standards. This role demands proactive collaboration with the Service Partner and all stakeholders to ensure they adhere to rigorous standards, promoting a culture of safety and compliance. The Operations Manager will actively support the overarching goal of achieving excellence and sustainability in one of the most ambitious development projects globally. Key Accountabilities Oversee the development of approved policy, procedures, processes, systems and controls across all FM operational functions so that all relevant procedural and legislative requirements are fulfilled whilst delivering high-quality and customer-focused results. Develop and implement short, medium and long-term asset replacement plans based on smart, condition-based lifecycle analysis, service requirements and planned, predictive maintenance schedules and data. Ensure that Client's vision for the level of service on the Island, both from an asset integrity perspective and in relation to the level of service provided, is reflected in the service providers scope of works and the FM strategy for service provision. Help coordinate the adoption and integration of the CAFM system ensuring the necessary asset, space, sustainability and work order management components are factored and which complement the PPM, reporting and analytics abilities of the system. Cultivate a collaborative working culture across all FM functions, through effective support, communication, training, awareness, accountability, technology and knowledge sharing. Have final responsibility for the delivery of hard FM services across the Island demonstrating a clear understanding of the relationship between compliant, smart and efficient service delivery with customer and client satisfaction, brand building and reputation. Drive planning and cooperation with the Service Partner in seeking to deliver exceptional services to stakeholders such as planned and reactive maintenance with seamless coordination and mínimal disruption thus creating a service delivery environment of trust and reliability. Promote sustainable and efficient practices and oversee the compilation and reporting on data analytics for utility consumption trends, and drive energy performance and optimisation feasibility studies, audits, and investment plans. Achieve regulatory compliance by adhering to laws, regulations, and guidelines created by government legislations and regulatory bodies applicable to the organisation and jurisdiction. Drive the adoption of systems and platforms which automate practices and simplify processes to ensure being at the forefront of digital facility management solutions. Conduct regular service quality assessments to ensure the Service partner’s performance is aligned with expectations and the overall Island FM strategy. Work collaboratively with the customer services team to develop a costed Island-wide service standards charter across the FM functions Oversee the submissions of weekly, monthly and annual update covering aspects such as adherence to the contract, performance levels, engagement with stakeholders, and any incidents or risks encountered. Oversee FM recruitment, manage allocated team members responsibly and proficiently, and oversee performance management strategies across the team with the intention of monitoring achievements against agreed business goals. Specific Requirements Minimum 15 years' experience in the FM industry covering Hard and Soft Services, with 5 years at senior level in a GCC based position. Minimum, bachelor's degree in engineering/engineering management, facilities management, or similar. Holder of Facilities Management Professional (FMP) required, and Project Management Professional (PMP) or similar is desirable. KSA experience desirable. Fluent in verbal and written English. Arabic desirable. Proficient in Microsoft packages including Word, Excel and PowerPoint. Adaptable to use company systems as required to the operations. Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with ap