Helpdesk Manager (Facilities Management)

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 practices 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 organization 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.

Program / 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.