Service Quality & Assurance Manager

NEOM | Other

Service Quality and Assurance 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 Neom Sindalah 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 of Quality and Assurance. This position is essential for maintaining the highest standards of collaboration and excellence, directly contributing to the success of the Ultra Luxury Sindalah Island.


Key Accountabilities

  • Design and establish quality assurance protocols and standards to ensure service excellence.
  • Implement Quality Management Systems covering all aspects of service delivery and compliance.
  • Identify, assess, and manage risks related to service delivery that could impact customer satisfaction or service quality.
  • Implement risk mitigation strategies in accordance with relevant frameworks.
  • 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.
  • Ensure services comply with relevant legal, regulatory, and industry standards, including data protection and information security guidelines.
  • Ensure that the Company's HSE Policy, procedures, and processes are implemented throughout the SP's contract.
  • Guarantee that every member of the SPs team possesses a clear understanding of their HSE responsibilities. This involves assessing their training and resources to fulfil these obligations effectively, ensuring they are well-equipped to maintain HSE standards.


Specific Requirements

  • Minimum, bachelor's degree in a related field.
  • Certificates from recognised and related international bodies.
  • Certified auditor for in Standards ISO 14000, ISO 9001:2015, ISO 41000, ISO 45000, ISO 55000.
  • Extensive understanding of ISO Standards relating to QMS.
  • Able to introduce procedural improvements.
  • Capability to introduce changes to the dashboard management and coach others.
  • Capacity to identify and recommend continuous improvement actions.


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
02/05/2024 01:13:00
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