Manager – Soft Services

OVERVIEW                                                                               

NEOM is an accelerator of human progress and a vision of what a new future might look like. A region in northwest Saudi Arabia on the Red Sea, NEOM is being built from the ground up to include hyperconnected, cognitive cities, ports, next-generation infrastructure and industries, enterprise zones, research centers, sports and entertainment venues and tourist destinations.

As a destination, it will be a home for people who dream big and want to be part of building a new model for exceptional livability, creating thriving businesses and reinventing environmental conservation.

As a workplace, it is a place for people who share our core values of care, curiosity, diversity, passion, respect, and becoming a catalyst for change.

Are you ready to help NEOM find solutions to the world’s most pressing challenges? Are you prepared to create a legacy that benefits generations to come? Then we want to hear from you!

ROLE OVERVIEW

The purpose of the Manager – Soft Services role is to organize, direct and control the operations of the NEOM Community Services’ Soft services.  

The role’s primary objective is to ensure all contract scopes and KPIs are implemented, managed and maintained to ensure high quality standards and service levels are maintained within Housekeeping, Laundry and Janitorial services in numerous sites at NEOM.

KEY RESPONSIBILITIES

• Develop and implement a soft services strategy that reflects the advanced ideologies of NEOM by delivering exceptional quality output using traditional, advanced, and futuristic methods of application.
• Lead and direct the various service provider/s contractually appointed to undertake various roles within the soft services realm.
• Administer the supply of housekeeping services in residential accommodation to meet individual occupant needs.
• Administer the supply of janitorial services to non-residential facilities including office and other public facilities.
• Administer the supply of laundry services to both commercial and domestic clients.
• Contract management and oversight of the various service provider/s ensure compliancy against expectations, known industry standard and best practice.
• Implement regular periodic audits and inspections including through technology minimizing the need for large numbers of personnel.
• Contribute to the overall implementation of the NEOM Community Services strategy, objectives, and goals on improved livability.
• Develop contractual strategies and/or future framework agreements for new service providers to support efficiencies and scalability.
• Develop, implement, and update Soft Services operational plans and oversee their implementation to improve performance of services provider.
• Work closely with senior leaders in the development of scopes and KPIs relating to the soft services departments, specifically Laundry, Housekeeping and Janitorial services.
• Mentor, manage and support the day to contractual obligations of each soft service division in a manner that achieves fully the expectations NEOM from its Soft Service providers.
• Develop and implement improvement strategies to ensure continued progression in all service deliveries and areas related to soft services.
• Show awareness of innovative ways to deliver expertise and technical services, systems, and outcomes in support of NEOM’s overall future company vision as a world leader in all fields.
• Provide Community Services Management Personnel and NEOM Operations Management with periodic status updates and appropriate reports as required
• Develop guide and enhance the performance of all staff within Soft Service Division
• Take responsibility and accountability in maintaining a high-performance among all teams of professional and technical staff.
• Participate in setting performance goals and daily requirements across all areas of the soft services departments.
• Set performance objectives, provide necessary support, conduct evaluation, and appraise performance.
• Evaluate all KPIs ongoing and collate the necessary support and report documents pertaining to the outcomes of these key areas.
• Promote a high-performance working environment that embraces NEOM’s image and values.
• Produce High level weekly reports with stats, key notes and overviews of all soft services department that represents the performance in each area.
• Develop SOPs that deliver high levels of constant services in line with the contractual obligations of all service providers.
• Implement all best practices, standards and perform gap analysis on all services.
• Continuously log and monitor all observations of non-conformance in each work scope and service.
• Introduce control measures to ensure all service divisions are monitored, managed, and maintained by the service provider. These should be in the form of low-level checklist and reports and high-level systematic controls or system-based solutions

BACKGROUND, SKILLS & QUALIFICATIONS

Knowledge Skills and Experience

• 7+ years of experience in similar role.
• Experience working with multicultural and diverse multi language workforce.
• Proven track record of excellent customer services and service delivery
• Demonstrates maturity and excellence in communication, ability to build effective teams, effective interpersonal communication, and the ability to initiate and model positive change.
• Experience in operating multi- projects in separate locations.
• Fluent written and spoken English.
• Experience in Microsoft Office Suite.
• Experience of the use of system-based technology such as SAP, Oracle and similar.

Qualifications

• Degree in Business, Hospitality Management, Estates Management or similar.
• Higher level management qualifications.
• Relevant certificates in Safety, operations, and project management.