Service Delivery Manager

Overview

Position

Service Delivery Manager

Job Code

Reports to

City Director

Direct Reports

Division/Section

Oxagon Development Company

Department

City Management Office

Sector

Oxagon

Job Family

Role Purpose

The Service Delivery Manager will be responsible for ensuring exceptional, performance-driven service delivery from all 3 rd parties to Oxagon City, its’ residents, and visitors. This role is essential to develop a harmonious and enjoyable community that ensures residents are comfortable, safe and happy living in the Oxagon region.

Reporting to the City Director, the Service Delivery Manager will develop and implement strategies to ensure the service delivery success across Oxagon City, build strong relationships with the Authority, Oxagon stakeholders and community, and ensure effective communication between stakeholders.

Responsibilities

KEY ACCOUNTABILITIES & ACTIVITIES

• Working closely with the Municipal Affairs, other Authority departments and Sector representatives, design a framework for managing the performance of 3 rd party service providers in alignment with Oxagon and Neom Authority vision and expectations.
• Create and maintain a stakeholder map to identify and engage with key stakeholders.
• Lead the procurement of all service delivery, in line with the business requirements and policies and procedures of Oxagon Procurement
• Manage 3 rd party relationships and ensure measurement/tracking of performance against agreed SLA & cost parameters
• Monitor and evaluate the effectiveness of the performance management plan and make recommendations for improvement.
• Work collaboratively with community management and customer advocacy to ensure community feedback is incorporated into service planning and decision-making.
• Maintain project records and files, ensuring compliance with any relevant regulations and policies, including auditing by the Municipal Affairs appointed agency
• Prepare 3 rd party performance reports and present them to the City Director as required.
• Facilitate performance improvement workshops between City Management and 3 rd party service providers
• Advise the City Management leadership team on all contractual matters and claims.
• Develop and promote the Governance Mechanism for the Services Management department, including policies & procedures, risk management and performance reporting to optimize cost and value creation
  
  

Background, Skills & Qualifications

Knowledge, Skills and Experience

The ideal candidate should have the following knowledge, skills, and experience:

• Strong understanding of service delivery and performance principles, tools, and techniques.
• Highly organized, with experience in project management, including planning, implementation, and evaluation.
• Excellent communication, interpersonal, and stakeholder management skills.
• Ability to work collaboratively with diverse stakeholders, including community groups, government officials, and project teams.
• Ability to analyse and resolve complex issues, both logical and interpersonal
• Ability to negotiate and defuse conflict.
• Experience leading and managing high performing individuals and teams.
• Ability to be a team player that motivates and educates other team members and comprehends complex, technical subjects.
• Ability to work in an agile and dynamic environment.
  
  

Qualifications

• Bachelor's degree in a real estate/construction/facilities management relevant field
• Minimum of 10 years' experience in a services management role, preferably in the real estate developer environment.
• Minimum 6 years experience in Facilities Management
• Minimum 10 years of industry experience gained in the Gulf Region.
• Experience in project management with APM, Prince, PMP certification desirable
  
  

COMMUNICATION - MAIN STAKEHOLDERS

Internal

External

• City Management Director
• Oxagon department Heads
• Sector Heads
• Authority, incl. Municipal Affairs stakeholders
  
  

Agencies, 3rd party partnerships.