Reporting & Performance Manager

NEOM | Other

Reporting and Performance Monitoring 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  

Our client is responsible for Facilities Management (FM) delivery across the Island and this role within the Managing Partner team (the delegated authority) is designed to act as a dynamic bridge between the client and our FM Service Partners (SP), ensuring a seamless flow of communication and alignment on project goals. This position is essential for maintaining the highest standards of collaboration and operational excellence, directly contributing to the success of the Ultra Luxury Island.


The key purpose of the Reporting and Performance Manager role is to ensure excellence in the delivery of Facilities Management services by rigorously monitoring, evaluating, and reporting on the SP's performance against contractual commitments. This role serves as a critical bridge between the client and the SP, ensuring that all services are delivered to the highest Ultra Luxury standards, align with strategic objectives, and drive continuous improvement.


The hiring for this position is subject to contract award.


Key Accountabilities 

  • Ensure that all aspects of the SP's service contract and those related to affiliated specialist suppliers are adhered to, including service delivery standards, compliance and financial obligations.

  • Ensure compliance with all relevant laws, regulations, best practice and industry standards.

  • Coordinate with legal and procurement teams to address contract-related issues and negotiate terms, variations, adjustments as necessary.

  • Assist in identifying the specifics of services within contracts, ensuring comprehensive inclusion of all service categories, adherence to quality norms and Service Level Agreements (SLAs).

  • Conduct regular assessments of the FM service partner's performance against contractual metrics and standards.

  • Implement and maintain a robust performance monitoring framework to ensure service delivery aligns with agreed-upon specifications and quality standards.

  • Develop, implement and maintain continuous improvement methodologies to offer best value and operational excellence.

  • Help to maintain the ultra-luxury experience and service level across the community by fully grasping the unique requirements and making recommendations to adjust operations as performance and requirements evolve.

  • Monitor contract performance ensuring FM tasks align with the approved yearly Operations & Maintenance (O&M) Program.

  • Ensure immediate and emergency responses are executed in line with contractual Service Level Agreements (SLAs) and relevant SOPs.


Specific Requirements

  • Experience of oversight and implementation of FM Contract terms and conditions, monitoring teams within Hard and Soft FM services planning and delivery.

  • Minimum 8 years' experience, 4 of which are in the GCC region, operating within a complex project and operations management environment.

  • Experience preferred operating within Ultra-Luxury environments of Master Community, Island, Marine, F&B, Hospitality.

  • KSA experience preferred.

  • 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.


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.

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Contract Type
Expiry Date
21/06/2024 01:18:00
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