Manager- Hard and Soft Services (DEL 3)

Job SummaryThe 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 ResponsibilitiesTo ensure end-to-end facilities service delivery is reliable, compliant, and resident-focused through integrated hard and soft services governance.Key ResponsibilitiesManage the day-to-day performance of hard FM (MEP, civil, utilities) and soft FM service delivery as per scope and contractImplement SOPs, work order processes, and service standards across service provider teamsOversee preventive & reactive maintenance planning, prioritization, and closure quality checksCoordinate service readiness for accommodation units and public areas in collaboration with Residential ServicesMonitor KPIs and lead corrective actions to address service gaps, delays, or quality failuresEnsure compliance with HSE and Quality standards across service delivery activitiesSupport mobilization, resource planning, and contractor performance reviewsKey Deliverables and AccountablesConsistent service delivery meeting agreed response and quality standardsWork order management reports, backlog control, and closure quality evidencePreventive maintenance completion performance and compliance reportingDocumented SOP implementation, inspections, and corrective action closureImproved service reliability and reduced repeat failures/complaintsKPI/Performance MetricsWork order response and closure time performancePreventive maintenance completion rateRepeat failure rate / repeat work order trendService quality inspection score and resident complaints trendHSE compliance rate for service delivery activitiesRequirementsBachelor'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 RequirementsMinimum 6 years of experience in facilities services delivery (Hard/Soft FM) in large-scale environmentsAt least 3 years in a managerial role overseeing contractors and service delivery KPIsExperience working within integrated FM governance frameworks is preferredTechnical and Professional CompetenciesHard and soft FM service governance and operational controlWork order systems and maintenance planningContractor performance management and KPI governanceInspection regimes, documentation control, and audit readinessRisk management and cross-functional coordinationBehavioral CompetenciesLeadership and accountabilityStakeholder engagement and collaborationDecision-making under pressureIntegrity and professionalismContinuous improvement mindsetAuthority and Decision- Making LimitsAuthorize service delivery corrective actions and prioritization within delegated authorityEscalate critical service failures or safety risks to senior FM leadershipRecommend contractual remedial measures for repeated underperformance#J-18808-Ljbffr