Hard Services Transition Manager
Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.
Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.
Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.
Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.
We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.
Focussing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.
Hard Services Transition Manager
Reporting to: Transition Director
Division / Function: IFS
Base location: Dubai, Bahrain, Oman and Afghanistan
Key purpose
The job holder will take full responsibility for the set up and delivery of all Hard FM Transition and project activities to deliver Hard FM Services to MoD bases across the Middle East. This includes ensuring effective use of resources, high integrity planning and reporting of progress, risks to the appropriate governance body together with quality of work during the transition lifecycle.
The job holder will go on to have accountability of hard services deliverables throughout the transition period across the portfolio of countries
Reason for role
To ensure that the Hard FM services are mobilised successfully across the portfolio of bases, and agreed KPIs in relation to mobilisation are achieved to the ultimate satisfaction of the client.
Structure and reporting relationship
The Hard Services Transition Manager reports to the Transition Director.
Based on the specific requirement of the role
Key accountabilities
Transition Requirements
Delivery of Hard FM Transition programmes and associated projects to time and to budget.
Meeting the Key Performance Indicators in relation to the mobilisation of the contract. .
Put in place the most cost-effective project management tools that will provide a common method and language for the organisation to plan, monitor and control each of the programme and project on time and within budget.
Develop and implement a plan to hand off project to steady state management on time.
Review Transition Plan with client, document changes and obtain client approval of plan.
Ensuring all managers understand the work breakdown structure of their work stream and the nature, timing and composition of contractual milestones before the revenue service.
Ensuring effective use of the resources during the transition period.
Identify transition risks creating and managing the risks register and advising the OD of HIFM and whenever necessary when critical or contingency actions are required.
Set up a Transition project management reporting system that will give timely and effective reports the OD of HIFM to manage the project and take speedy corrective actions and mitigating measures whenever necessary to put the programme and project back on track.
Managing across the country teams - on deliverables, issue resolution and resource conflicts.
Attend transition meetings on scheduling and project issues with the client and ensure that Serco’s interests are fully represented.
Managing the relationships, dependencies and the interfaces with any other partner organisations involved in the Programme.
Establishes detailed Transition change control processes and deliver major modifications if any.
Manage the successful wind down of the transition and mobilisation, ensuring that all lessons learnt are captured.
Responsible for establishing an effective asset condition assessment for each base, including developing the asset management plan to be uploaded into CAFM system
Implementation of Estate Management Plan, as per Serco Management System.
Customers
Ensure all contract deliverables are met to support the development of long lasting client relationships through appropriate management of an output based integrated facilities management delivery model.
Understand the complex stakeholder map for the project and develop long lasting relationship
Represent client to navigate through various audits, inspections conducted by local bodies, insurance companies, bankers, investors etc.;
Establish, policies, management plans and procedures for each service under management;
Liaise with clients, staff and external consultants at all levels in matters relating to service delivery;
In conjunction with the client develop business continuity plans for numerous scenarios;
Manage and direct the operations of the business in accordance with Serco’s strategic plan, with an emphasis on standardisation of policies and procedures;
Manage the day-to-day operations of all elements of the Contract to meet all regulatory, business, strategic and Key Performance Indicators (KPI);
Prepare monthly reports and attend monthly leadership meetings;
Manage the collection, distribution and storage of information and reports;
Liaise with customer representatives on an appropriate and regular basis;
Ensure the timely and satisfactory management and resolution of complaints from customers and the grievances of employees, in accordance with Serco’s policies;
Management of subcontractors and suppliers.
Operational Excellence
Develop, monitor and review service delivery programs for the contract;
Recommend and administer improvement programs
Monitor the progress of accreditation and quality management systems and coordinate the standardisation of policies and procedures;
Monitoring of procedures and policies in order to recommend improvements;
Perform and carry out duties and respond to requests for assistance from the Senior Serco Management team;
Adapt to surge and ad-hoc service requirements as specified by the client within a timely and efficient manner.
Key accountabilities
People & Culture
Lead a project team, dealing with all aspects of people management including ensuring the highest engagement levels in line with the Serco strategy.
Provide direct line management for the technical services that report into the role, including but not limited to performance management and career planning of individuals;
Direct, assist, support and advise line managers, supervisors, coordinators, team leaders or leading hands, ensuring the implementation of changes necessary to meet evolving service delivery standards;
Set staffing levels in compliance with business specifications and monitor them, to enable the delivery of efficient and effective services;
Ensure that employees have the opportunity to participate in the development of the Serco Contract and the decision making process;
Review all training needs and report on a yearly basis;
Regularly meet with line managers, supervisors, coordinators, team leaders or leading hands to keep them informed of decisions affecting their areas of operation and to ensure a uniform application of Serco’s policies and delivery of services.
Financial
Responsible for the P&L; of the Country and all financial aspects to ensure that the Country delivers numbers that exceed the commitment agreed with the divisional process
Clearly understand the commercial arrangements of the project and have full understanding of the contract and Serco’s obligations within so as the right decisions can be made with respect to scope, liability etc.
Negotiate procure and review whole of service delivery contracts;
Ongoing management of the Risk Management program;
Contribute towards the preparation of operating budgets;
Meet agreed budgets (commitments) and business planning outcomes.
HSQE Responsibilities and Information Security Responsibilities
Lead the development and implementation of the Serco Management System (SMS) and ensure that the contents of Health, Safety, Quality & Environment (HSQE) and Information Security Policy Statements are known and understood by the contract staff.
Provide input into the development of the HSQE and information Security Policy Statements.
Provide HSQE statistical input to Serco Middle East.
Ensure that a good HSQE and Information Security culture is promoted within their departments and among their peers, employees, visitors, subcontractors, client and customers.
Essential qualifications
Degree or Advanced Diploma in Business Management or similar
Essential technical and professional skills and knowledge
Minimum eight (8) years experience in facilities management;
Minimum five (5) years Management and/or Operational experience at a senior level within a business;
Proficient in the use of PCs, spreadsheets and other software applications;
Knowledge of both international and local statutory and legislated requirements in governing large properties;
Knowledge of international best practice in facilities management;
Strong leadership skills.
Essential experiences
Experience in delivering FM services to defence contracts.
Demonstrated high level of interpersonal skills and proven ability to effectively communicate (in both oral and in written form) with all levels of management, employees, customers, contractors and other stakeholders;
Ability to motivate, lead, manage change and work in a multi discipline and multi-functional team;
Demonstrated commitment to the processes of continuous improvement and quality customer service;
Proven financial management expertise, especially the ability meet budget objectives;
Have led a diverse, multi-cultured, multi-disciplined workforce to achieve the work output and quality of services.
Additional dimensions, KPIs or special features of the role
Negotiation skills;
Experience of interacting with the client side.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
Typical physical demands include: high mobility to inspect all facilities in a high heat stress environment; high degree of manual dexterity to sufficiently perform computer functions on a keyboard, produce materials on a PC and operate basic office equipment, normal or corrected vision and hearing, extensive sitting, mobility sufficient to visit with departments or employees throughout the facility and lift up to 30 lbs.
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.
Apply to Job
Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.
Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.
Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.
We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.
Focussing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.
Hard Services Transition Manager
Reporting to: Transition Director
Division / Function: IFS
Base location: Dubai, Bahrain, Oman and Afghanistan
Key purpose
The job holder will take full responsibility for the set up and delivery of all Hard FM Transition and project activities to deliver Hard FM Services to MoD bases across the Middle East. This includes ensuring effective use of resources, high integrity planning and reporting of progress, risks to the appropriate governance body together with quality of work during the transition lifecycle.
The job holder will go on to have accountability of hard services deliverables throughout the transition period across the portfolio of countries
Reason for role
To ensure that the Hard FM services are mobilised successfully across the portfolio of bases, and agreed KPIs in relation to mobilisation are achieved to the ultimate satisfaction of the client.
Structure and reporting relationship
The Hard Services Transition Manager reports to the Transition Director.
Based on the specific requirement of the role
Key accountabilities
Transition Requirements
Delivery of Hard FM Transition programmes and associated projects to time and to budget.
Meeting the Key Performance Indicators in relation to the mobilisation of the contract. .
Put in place the most cost-effective project management tools that will provide a common method and language for the organisation to plan, monitor and control each of the programme and project on time and within budget.
Develop and implement a plan to hand off project to steady state management on time.
Review Transition Plan with client, document changes and obtain client approval of plan.
Ensuring all managers understand the work breakdown structure of their work stream and the nature, timing and composition of contractual milestones before the revenue service.
Ensuring effective use of the resources during the transition period.
Identify transition risks creating and managing the risks register and advising the OD of HIFM and whenever necessary when critical or contingency actions are required.
Set up a Transition project management reporting system that will give timely and effective reports the OD of HIFM to manage the project and take speedy corrective actions and mitigating measures whenever necessary to put the programme and project back on track.
Managing across the country teams - on deliverables, issue resolution and resource conflicts.
Attend transition meetings on scheduling and project issues with the client and ensure that Serco’s interests are fully represented.
Managing the relationships, dependencies and the interfaces with any other partner organisations involved in the Programme.
Establishes detailed Transition change control processes and deliver major modifications if any.
Manage the successful wind down of the transition and mobilisation, ensuring that all lessons learnt are captured.
Responsible for establishing an effective asset condition assessment for each base, including developing the asset management plan to be uploaded into CAFM system
Implementation of Estate Management Plan, as per Serco Management System.
Customers
Ensure all contract deliverables are met to support the development of long lasting client relationships through appropriate management of an output based integrated facilities management delivery model.
Understand the complex stakeholder map for the project and develop long lasting relationship
Represent client to navigate through various audits, inspections conducted by local bodies, insurance companies, bankers, investors etc.;
Establish, policies, management plans and procedures for each service under management;
Liaise with clients, staff and external consultants at all levels in matters relating to service delivery;
In conjunction with the client develop business continuity plans for numerous scenarios;
Manage and direct the operations of the business in accordance with Serco’s strategic plan, with an emphasis on standardisation of policies and procedures;
Manage the day-to-day operations of all elements of the Contract to meet all regulatory, business, strategic and Key Performance Indicators (KPI);
Prepare monthly reports and attend monthly leadership meetings;
Manage the collection, distribution and storage of information and reports;
Liaise with customer representatives on an appropriate and regular basis;
Ensure the timely and satisfactory management and resolution of complaints from customers and the grievances of employees, in accordance with Serco’s policies;
Management of subcontractors and suppliers.
Operational Excellence
Develop, monitor and review service delivery programs for the contract;
Recommend and administer improvement programs
Monitor the progress of accreditation and quality management systems and coordinate the standardisation of policies and procedures;
Monitoring of procedures and policies in order to recommend improvements;
Perform and carry out duties and respond to requests for assistance from the Senior Serco Management team;
Adapt to surge and ad-hoc service requirements as specified by the client within a timely and efficient manner.
Key accountabilities
People & Culture
Lead a project team, dealing with all aspects of people management including ensuring the highest engagement levels in line with the Serco strategy.
Provide direct line management for the technical services that report into the role, including but not limited to performance management and career planning of individuals;
Direct, assist, support and advise line managers, supervisors, coordinators, team leaders or leading hands, ensuring the implementation of changes necessary to meet evolving service delivery standards;
Set staffing levels in compliance with business specifications and monitor them, to enable the delivery of efficient and effective services;
Ensure that employees have the opportunity to participate in the development of the Serco Contract and the decision making process;
Review all training needs and report on a yearly basis;
Regularly meet with line managers, supervisors, coordinators, team leaders or leading hands to keep them informed of decisions affecting their areas of operation and to ensure a uniform application of Serco’s policies and delivery of services.
Financial
Responsible for the P&L; of the Country and all financial aspects to ensure that the Country delivers numbers that exceed the commitment agreed with the divisional process
Clearly understand the commercial arrangements of the project and have full understanding of the contract and Serco’s obligations within so as the right decisions can be made with respect to scope, liability etc.
Negotiate procure and review whole of service delivery contracts;
Ongoing management of the Risk Management program;
Contribute towards the preparation of operating budgets;
Meet agreed budgets (commitments) and business planning outcomes.
HSQE Responsibilities and Information Security Responsibilities
Lead the development and implementation of the Serco Management System (SMS) and ensure that the contents of Health, Safety, Quality & Environment (HSQE) and Information Security Policy Statements are known and understood by the contract staff.
Provide input into the development of the HSQE and information Security Policy Statements.
Provide HSQE statistical input to Serco Middle East.
Ensure that a good HSQE and Information Security culture is promoted within their departments and among their peers, employees, visitors, subcontractors, client and customers.
Essential qualifications
Degree or Advanced Diploma in Business Management or similar
Essential technical and professional skills and knowledge
Minimum eight (8) years experience in facilities management;
Minimum five (5) years Management and/or Operational experience at a senior level within a business;
Proficient in the use of PCs, spreadsheets and other software applications;
Knowledge of both international and local statutory and legislated requirements in governing large properties;
Knowledge of international best practice in facilities management;
Strong leadership skills.
Essential experiences
Experience in delivering FM services to defence contracts.
Demonstrated high level of interpersonal skills and proven ability to effectively communicate (in both oral and in written form) with all levels of management, employees, customers, contractors and other stakeholders;
Ability to motivate, lead, manage change and work in a multi discipline and multi-functional team;
Demonstrated commitment to the processes of continuous improvement and quality customer service;
Proven financial management expertise, especially the ability meet budget objectives;
Have led a diverse, multi-cultured, multi-disciplined workforce to achieve the work output and quality of services.
Additional dimensions, KPIs or special features of the role
Negotiation skills;
Experience of interacting with the client side.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
Typical physical demands include: high mobility to inspect all facilities in a high heat stress environment; high degree of manual dexterity to sufficiently perform computer functions on a keyboard, produce materials on a PC and operate basic office equipment, normal or corrected vision and hearing, extensive sitting, mobility sufficient to visit with departments or employees throughout the facility and lift up to 30 lbs.
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.
Apply to Job