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Senior Service Delivery Manager (Metro Services)

R-043588
  1. Riyadh
  1. Transportation

Senior Service Delivery Manager (Metro Services)

The Service Delivery Manager, with a minimum of 12 years' technical and management experience, will oversee the pre-launch and Commercial phases of the Operations and Maintenance (O&M) Contractors' activities on the complete metro network to verify that all the contractual requirements are fully met.

The Senior Service Delivery Manager shall be responsible for launching of the service, station and depot inspections and the ongoing day to day delivery of safety and excellence in passenger service in accordance with the KPI Regime and best practice.

Responsible for measuring each of the O&M Contractor's KPI performance, must be capable of evaluating and adjusting performance where and when required. Oversee the initial set-up and mobilization, reviewing their Operating procedures, instructions, code of conduct handbook, timetables and other operating materials submitted each O&M Contractor in accordance with their respective contracts. Responsible for monitoring, auditing and reporting of the KPI regime and quality management systems.

The Senior Service Delivery Manager will be responsible to ensure his team attends incidents, accidents and emergencies that may occur on the Metro System on a 24/7 basis.

Duties and Responsibilities

Manage the metro Service Delivery Team so they successfully:

  • Oversee all pre-launch Metro Service activities.

  • Oversee initial set up and mobilization of the O&M Contractors.
  • Verify the O&M Contractor’s compliance to the Contract and to the Client’s satisfaction.
  • Measure progress of O&M Contractors against contractual milestones.
  • Measure O&M Contractor's KPI performance.
  • Perform roster analysis, approval, KPI analysis and forward planning for capacity.
  • Evaluate and adjust performance regime where required.
  • Responsible for tracking and analyzing deviations to targeted performance.
  • Report to the Senior Manager on any Service Delivery issues.
  • Report and advise the Client on Service Delivery matters.
  • Support the O&M Contractors to obtain the license to operate.
  • Supervise Trial Operations.
  • Supervise launch of the Metro Service.
  • Propose and implement successful corrective measures to improve performance of the Metro System.
  • Review O&M Contractor’s documentation, including but not limited to, Operations and Maintenance Procedures and Work Instructions.
  • Perform Site Inspection visits to evaluate Operational Readiness.
  • Undertake O&M Contractor’s Training Observation.
  • Oversee Testing and Commissioning (T&C) activities.
  • Support the Commercial phase.

Qualifications

  • Degree or equivalent in the relevant discipline (mandatory).

  • A minimum of 12 years’ technical and management experience.

  • Chartership (desirable).

  • IET / IRSE (or equivalent) membership (desirable).

  • IRSE (or equivalent) license (desirable).

Rewards and Benefits
We offer an excellent package which includes
:

  • A competitive salary
  • Accommodation allowance
  • 21 working days annual leave
  • Transportation allowance
  • Medical and life insurance cover
  • Company gratuity scheme
  • Discretionary bonus scheme
  • Annual flight allowance to point of origin
  • Employee Assistance Programme – 24 hour free advice on financial, legal and family care specialists and also access to personal health, fitness and nutrition consultants
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