Soft Services Manager
Make a difference every day
The Job Opportunity
Since 1947, Serco Middle East has been supporting governments to deliver public services across various sectors (Transport, Healthcare, Citizen Services and Defence), enabling transformation and ensuring the delivery of world class services. We are extremely proud of our partnerships with government and semi-government entities and what we continue to achieve together.
To support Serco’s continuous growth in the United Arab Emirates, we are current bidding for a prestigious project where we need a FM Manager with specialist background in Soft Services Facilities Management. The hiring for this position is subject to contract award.
In the Middle East, we employ more than 5,500 people across four countries including the United Arab Emirates, the Kingdom of Saudi Arabia, Qatar and Iraq. Our employees remain our greatest asset.
Key accountabilities:
- Manage the day-to-day service delivery and performance of the Soft Services Department including, Cleaning & Window Cleaning, Pest Control, Waste Management, Timetabling, Service Desk and Administration Departments.
- Manage, support and coach internal team members to deliver service against company and client objectives.
- Develop monthly activity reports as required by senior management and other service users to ensure optimum delivery across all the identified areas of service.
- Liaise with all internal stakeholders/customers on a regular basis to identify their future needs and expectations in regard to the services provided.
- Undertake Key Performance Indicator (KPI) or Service Level Agreement (SLA) inspections and provide service delivery reports to the senior management.
- To maintain a register of all statutory and legal compliance regulations, relevant to the Soft Services Operations, and to ensure that compliance with the regulations is maintained at all times.
- To proactively identify and monitor all risk associated with Contractual and Departmental Outputs of the Soft Services Department and escalate to the General Manager as required.
What we are looking for in our candidates:
- Excellent planning abilities, an analytical approach to problem solving and a good knowledge of built environment technology.
- Excellent communicator at all levels with the ability to demonstrate strong technical knowledge, advice, and guidance to support the client and key stakeholders.
- Experience in working with multi-agency stakeholder.
- Highly motivated, flexible individual with energy and drive.
Specific requirements:
- 10-15 years of experience in a similar role working within a highly dynamic and complex environment, with specific experience related to Soft Services facility management operations.
- 5-7 years of experience in a senior role in consultancy services.
- Holder of a degree in a relevant engineering discipline.
- Qualification in project management/project methodology (PMP, Prince 2) preferred.
- Certification in BICS / ISSA is desirable.
Working with Serco:
At Serco, not only is the nature of the work we do important, everyone has important role to play.
We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
Join Us
By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
We take pride in what we do
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 www.serco.com/careers for more information.
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