Manager- Hard and Soft Services (DEL 3)

Job Summary

The Manager – Hard & Soft Services leads the integrated governance and operational oversight of Hard and Soft FM service delivery within Qiddiya Workers Villages, ensuring planned maintenance, PPM, reactive response, cleanliness and environment readiness standards are met through effective contractor performance management, SOP enforcement, and KPI governance.

Roles and Responsibilities

To ensure end-to-end facilities service delivery is reliable, compliant, and resident-focused through integrated hard and soft services governance.

Key Responsibilities

· Manage the day-to-day performance of hard FM (MEP, civil, utilities) and soft FM service delivery as per scope and contract

· Implement SOPs, work order processes, and service standards across service provider teams.

· Oversee preventive & reactive maintenance planning, prioritization, and closure quality checks.

· Coordinate service readiness for accommodation units and public areas in collaboration with Residential Services.

· Monitor KPIs and lead corrective actions to address service gaps, delays, or quality failures.

· Ensure compliance with HSE and Quality standards across service delivery activities.

· Support mobilization, resource planning, and contractor performance reviews.

Key Deliverables and Accountables

· Consistent service delivery meeting agreed response and quality standards.

· Work order management reports, backlog control, and closure quality evidence.

· Preventive maintenance completion performance and compliance reporting.

· Documented SOP implementation, inspections, and corrective action closure.

· Improved service reliability and reduced repeat failures/complaints.

KPI/Performance Metrics

· Work order response and closure time performance.

· Preventive maintenance completion rate.

· Repeat failure rate / repeat work order trend.

· Service quality inspection score and resident complaints trend.

· HSE compliance rate for service delivery activities.

Requirements:
· Bachelor’s degree in a relevant field (Facilities Management, Engineering, Supply Chain, or related).

· Professional certifications relevant to the role are preferred (PMP/PRINCE2, NEBOSH/IOSH, ISO Lead Auditor, IFMA, CIPS)

Experience Requirements

· Minimum 6 years of experience in facilities services delivery (Hard/Soft FM) in large-scale environments.

· At least 3 years in a managerial role overseeing contractors and service delivery KPIs.

· Experience working within integrated FM governance frameworks is preferred.

Technical and Professional Competencies

· Hard and soft FM service governance and operational control.

· Work order systems and maintenance planning.

· Contractor performance management and KPI governance.

· Inspection regimes, documentation control, and audit readiness.

· Risk management and cross-functional coordination.

Behavioral Competencies

· Leadership and accountability.

· Stakeholder engagement and collaboration.

· Decision-making under pressure.

· Integrity and professionalism.

· Continuous improvement mindset.

Authority and Decision- Making Limits

· Authorize service delivery corrective actions and prioritization within delegated authority.

· Escalate critical service failures or safety risks to senior FM leadership.

· Recommend contractual remedial measures for repeated underperformance.