Government Operations Project Lead — Service Delivery

Ebra; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

Ebra in Riyadh is seeking an experienced operations and project leader to oversee a government-related project, ensuring delivery within scope, quality targets, and full compliance with client requirements and SLAs.

You will supervise Customer Service teams and supervisors, define KPIs, monitor performance, and coordinate with government stakeholders while driving continuous process improvements.

Qualifications

• Bachelor’s degree in Business Administration, Management, or related field.
• PMP certification or equivalent is preferred.
• Proven experience in project management or operations management.
• Experience supervising Customer Service functions.
• Prior experience working on government-related projects is a plus.

Responsibilities

• Lead and manage the project from an operational and administrative perspective, ensuring delivery in line with the approved scope.
• Develop and maintain the project operational plan and monitor execution progress.
• Oversee Customer Service teams and Customer Service Supervisors.
• Ensure smooth day-to-day operations and high-quality service delivery.
• Define and monitor KPIs and operational targets.
• Ensure compliance with all applicable policies, procedures, and government entity requirements.
• Monitor service quality and handle escalations and operational issues.
• Act as the main point of contact with the government entity and key stakeholders.
• Prepare and submit regular operational and performance reports to senior management.
• Identify operational risks and implement mitigation and improvement plans.
• Lead training and development initiatives for project teams.
• Ensure adherence to SLAs.
• Manage resource allocation and scheduling.
• Recommend and implement process improvement initiatives.
• Oversee the use of operational systems and customer management platforms.

Skills

Project management

Leadership

KPIs & targets

Communication

Problem-solving

Stakeholder management

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM systems

Project management software

Job description

Ebra in Riyadh is seeking an experienced operations and project leader to oversee a government-related project, ensuring delivery within scope, quality targets, and full compliance with client requirements and SLAs.

You will supervise Customer Service teams and supervisors, define KPIs, monitor performance, and coordinate with government stakeholders while driving continuous process improvements.