Senior Soft Services Manager

NEOM | Other

Senior Soft Services 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 an ultra-luxury island and the Senior Soft Services Manager, 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 primary purpose of the role is to oversee and ensure the efficient and effective Soft Facilities Management (Soft FM) as delivered by the SP. This encompasses a broad spectrum of responsibilities for monitoring and evaluating the contractual performance of services such as landscaping, cleaning, residential services, pest control and façade cleaning, ensuring compliance with health and safety standards, and implementing best practices in Soft FM services and management. The successful candidate will act as a pivotal liaison between the client organisation, Operators and the SP, coordinating activities, addressing any service delivery challenges, and implementing strategies to enhance service quality and operational efficiency. This role demands a proactive and nimble approach to Soft Facilities Management in an Ultra-High Luxury Tourism setting, supporting the overarching goal of achieving excellence and sustainability in one of the most ambitious development projects globally.


This position is based in NEOM, Saudi Arabia and the ideal candidate should have:

  • Extensive understanding of the Contractor Performance Measurement Procedure and ability to introduce procedural improvements.
  • Capability to introduce changes to the Dashboard management and coach others.
  • Capacity to identify and recommend continuous improvement actions.
  • Complete understanding of the contract scope and pricing mechanism.
  • Ability to cooperate with contractors to influence best outcome.
  • Has the skill to review and recommend amendments to contractual SLAs.
  • Capable of managing contracts in accordance with contract management procedures.
  • Has the ability to utilise Non-Conformance and Corrective Action SOP to derive lessons learned to inform continuous improvement.
  • Ability to reflect non-compliance in contractual payments.
  • Ability to plan, deliver and manage compliant FM service delivery.
  • Tactical planning ability for scheduling and accomplishing FM tasks.
  • Good working knowledge and practice in utilising digital tools.
  • Ability to identify operational risks and opportunities for improvement.


The hiring for this role is subject to contract award.


Key Accountabilities

  • Ensure that Soft FM activities are designed and delivered in alignment with the FM Strategy to meet objectives, goals, and targets.
  • Define and author the required Standard Operating Procedures (SOPs) for highly effective contract management.
  • Guarantee that the execution of the Soft Services Operations & Maintenance Program falls within the designated annual budget and assist in formulating annual projections under the guidance of the FM Head and Finance manager.
  • Sanction adjustments to contractual invoicing for any failure to meet commitments by the Service Partner.
  • Oversee the Soft FM contractual Scope of Services at each asset, building and facility including for example cleaning, pest-control, beach-cleaning, landscaping, water-features, pools and janitorial services guaranteeing compliance with appropriate SOPs, standards, industry best practice, and statutory mandates.
  • Confirm that scheduled Soft FM tasks align with the approved yearly Operations & Maintenance (O&M) Program, fulfilling lifecycle necessities.
  • Ensure immediate and emergency responses are executed in line with contractual Service Level Agreements (SLAs) and relevant SOPs.
  • Employ the Asset Management System (AMS) for the strategic planning and execution of Soft FM tasks.
  • Conduct frequent assessments of the FM Risk Register and report any recognised risks.
  • Ensure the CAFM system is leveraged effectively for all aspects of operations including helpdesk, performance tracking, PPM, store and inventory, workorders etc.
  • Oversee a sophisticated, technology-driven inventory management system, utilising a "just-in-time" approach for optimal storage space utilisation.
  • Develop and implement a holistic maintenance strategy encompassing Planned and Preventative Maintenance (PPM), Reactive Maintenance, and predictive approaches.
  • Coordinate the logistics of resource allocation, ensuring all necessary tools and equipment are available and functional.
  • Create and maintain good working relationships with all stakeholders to ensure their continued active support and commitment.
  • Act as a key interface and regularly coordinate between the Service Partner and FM representatives from Hotels, F&B outlets and leisure operators ensuring harmony and alignment in delivering optimal service quality across public realm, master community and shared facilities.
  • Ensure that any work to be delivered by third-party or specialist suppliers is coordinated with clear communication and programming for safe delivery and minimum disruption.
  • Implement client's customer service, care and experience strategies and initiatives.
  • Adopt and maintain the agreed communications protocols effectively, oversee complaints management processes and regular review agreed processes to manage customer expectations and facilitate the highest levels of satisfaction.
  • Drive customer service improvement plans and opportunities to maintain and improve service standards, enhance brand perception and exceed customer expectations.
  • Submit a weekly, monthly and annual update covering aspects such as adherence to the contract, performance levels, engagement with stakeholders, and any incidents or risks encountered.
  • Regularly issue reports on financials, detailing the current budget situation, commitments made, and objectives for the current financial period, with a focus on any variances.
  • Manage the preparation of financial forecasts for future funding needs, aligning with the anticipated requirements for Soft services to address future challenges.
  • Assist in identifying the specifics of Soft services within the Facility Management (FM) Contract, ensuring comprehensive inclusion of all Soft service categories, adherence to quality norms, Service Level Agreements (SLAs) and performance indicators.
  • Provide oversight, tracking, and evaluation of Soft services within FM Contracts, employing approved Key Performance Indicators (KPIs) to gauge service execution.
  • Support audits tracking compliance with client's quality, safety, environmental, and legislative standards ensuring the relevant ISO standards are fully implemented and adhered to.
  • Ensure that the Company's HSE Policy, procedures, and processes are implemented throughout the Soft FM services planning and delivery by both the FM Department and the Service Partner
  • Guarantee that every member of the Soft FM services team, possesses a clear understanding of their HSE responsibilities. This involves providing them with the necessary training and resources to fulfil these obligations effectively, ensuring they are well-equipped to maintain HSE standards.
  • Support the implementation of Emergency Response Plans, crisis plans, and business continuity.


Specific Requirements

  • Minimum, bachelor's degree. Facilities and property management preferred.
  • Certificates from recognised international FM bodies such as BICs, FMP, IWFM, IRATA.
  • Minimum 15 years' experience, 5 of which are in the GCC region, leading teams within Soft services planning and delivery.
  • KSA experience preferred.
  • Experience of oversight and implementation of FM Contract terms and conditions, leading teams within Soft services planning and delivery, including inspections, programming work, HSE, risk management, quality assurance and quality control.
  • Experience required operating with environments of Master Communities, Islands, Marine, F&B, Hospitality.
  • 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
26/04/2024 01:10:00
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