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, Qatar and Iraq. We have been supporting the RTA to operate the Dubai Metro since 2009 and have launched the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2017. We deliver Facility Management services to Hospitals, Universities, Airports, Military Facilities and Commercial Estates in the UAE and large-scale medical facilities in Saudi Arabia. We also deliver staff training and education to selected officers of the Qatar Armed Forces at the Officers’ training institute located at the Ahmed Bin Mohammed Military 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.
General Manager - Success Profile
Reporting to: Typically reporting to a Portfolio General Manager or a Managing Director
Division / Function: Serco Middle East / Integrated Facilities Services
Base location: Abu Dhabi, UAE
Accountable for the overall operations of the facility, planning, co-coordinating, controlling all technical and management strategies.
Accountable to ensure the contract delivers to contract Service Level Agreements on behalf of the Client & Serco.
Accountable for Profit & Loss and people strategy.
Reason for role
This role ensures that contract deliverables are met in line with the contract service level agreements.
The role will be the senior Serco person on site and therefore responsible for all staff, and subcontractors, together with the financial and operational performance of the contract.
Structure and reporting relationship
Typically reporting to the Portfolio General Manager or Managing Director and has client and customer stakeholder relationships.
Based on the specific requirement of the role
Develop, monitor and review annual maintenance programs for the Project.
Recommend and administer capital improvement works.
Develop, administer and review whole of life cycle replacement programs.
Represent client to navigate through various audits, inspections conducted by local bodies, insurance companies, bankers, investors etc.
Establish, policies and procedures for each service under management.
Develop, implement and review energy efficient replacement programs.
Review building service’s delivery systems and develop strategic maintenance or replacement strategies.
Negotiate procure and review whole of service delivery contracts.
Ongoing management of the Risk Management program.
Development of the QA program and take it through audit for subsequent award.
Timely address various ad hoc requests given by the client for variation work, VIP visits, etc.
Liaise with clients, staff and external consultants at all levels in matters relating to building 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).
Preparation and management of operating budgets.
Meet agreed budgets (commitments) and business planning outcomes.
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.
Provide advice to the Leadership team on the activities, developments and changes within the services covered under the contract and impact upon the provision of those services.
Assist the Leadership team with the development and implementation of management initiatives.
Assist the Leadership team in the management of information systems and technology maintenance and review, to keep pace with the changing needs of the business.
Monitor the progress of accreditation and quality management systems and coordinate the standardisation of policies and procedures.
Prepare monthly reports and attend monthly senior management meetings.
Manage the collection, distribution and storage of information and reports.
Review all training needs and report on a yearly basis.
Liaise with customer representatives on an appropriate and regular basis.
Seek new business opportunities and improve profitability of the business within your contract capabilities, and seek direction and approval from the Leadership team before committing to undertaking these services.
Assist the Leadership team in ensuring the integrity of the intent and operation of the management reporting system, with all issues raised and addressed at the appropriate level.
Ensure the timely and satisfactory management and resolution of complaints from customers and the grievances of employees, in accordance with Serco’s policies.
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.
Monitoring of procedures and policies in order to recommend improvements.
Monitor, review and, where appropriate, update property, plant and equipment to meet the changing needs of the business, within your authority limits.
Carry out formal performance appraisals with each subordinate bi-annually & annually, reviewing performance against agreed business goals.
Management of subcontractors and suppliers.
This position may be required to carry out other tasks from time to time as directed by a member of the Serco Middle East Leadership team.
HSQE Responsibilities and Information Security Resp
Lead the development and implementation of the Serco Management System (SMS) and provide the leadership to ensure that contents of Health, Safety, Quality & Environment and Information Security Policy Statements are known and understood by the contract staff.
Provide input into the development of the Health, Safety, Quality & Environment and Information Security Policy Statements.
Ensure that a good HSQE and Information Security culture is promoted within their departments and among their peers.
Lead by example and ensure that ways to conserve energy, water and resources and minimize the generation of waste are identified and responded to within the area of responsibility.
Protect information assets and data including both electronic and paper based from all security threats whether internal, external and deliberate or accidental.
Promote a good HSQE and Information Security culture among their departments and peers.
Conduct regular reviews on the HSQE and Information Security Performance and seek ways to
continually improve the standards.
Carry out regular safety tours and inspections of all sites to ensure compliance to set standards.
Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process
Essential technical and professional skills, knowledge and qualifications
Technical and Professional Skills
10 years plus experience of managing within a Facilities Management (FM) environment.
5 years minimum experience in managing multi-disciplined People Managers including support functions (eg finance, procurement).
Have led a diverse, multi-cultured, multi-disciplined workforce to achieve the work output and quality of services.
Demonstrated analytical, organisational business and negation skills.
Demonstrated experience in Change Management.
Proven financial management expertise, especially the ability to control and meet budget objectives.
Knowledge of both international and local (UAE) statutory and legislated requirements in governing large properties.
Knowledge of international best practice in facilities management
A respected leader capable of developing close working relationships with the client to ensure the mutual success for all stakeholders and longevity of the contract;
Communication and interpersonal skills at both an individual and team level.
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.
Demonstrated commitment to the processes of continuous improvement and quality customer service.
Proficient in Microsoft packages including word, excel and PowerPoint. Adaptable to use company systems as required to the operations.
Degree holder in Facilities Management or similar qualification.