SERVICE DELIVERY EXPERT

Atkins; Riyadh; On-site; SAR 50,000 - 90,000; Full time

Job summary

An established industry player seeks a Service Delivery Expert to oversee the Operations and Maintenance of Metro Services. With a focus on ensuring compliance and excellence in service delivery, you will support the Service Delivery Manager in various pre-launch and commercial activities. This role requires a minimum of 7 years of rail operations experience, where you will engage in KPI monitoring, stakeholder management, and performance evaluation. Join a dynamic team dedicated to enhancing passenger safety and service quality in a fast-paced environment.

Qualifications

• 7+ years of rail operations experience with technical and management skills.
• Experience in personnel management and stakeholder engagement.

Responsibilities

• Support the Service Delivery Manager in pre-launch Metro Service activities.
• Monitor O&M Contractor compliance and evaluate performance against KPIs.
• Participate in launch activities and ensure ongoing safety and service excellence.

Skills

Rail Operations Management

Stakeholder Management

KPI Monitoring

Safety Management

Education

Degree in Relevant Discipline

Professional Qualification in Project Management (PMP/APM)

Job description

The Service Delivery Expert, with a minimum of 7 years' technical and management experience, shall report to and support the Service Delivery Manager (SDM) with tasks related to the pre-launch and Commercial phases of the Operations and Maintenance (O&M) Contractors' activities to ensure that all the contractual requirements are fully met.

When requested by the SDM, the SDE shall participate in activities related to launching the service, including inspections, audits, KPI monitoring, and attending to accidents and emergencies, ensuring ongoing safety and service excellence in accordance with the KPI Regime and best practices.

RESPONSIBILITIES AND DUTIES

As part of the Metro Services Delivery Team:

1. Support and report to the SDM on all pre-launch Metro Service activities.
2. Support and report to the SDM on the initial set-up and mobilisation of the O&M Contractors.
3. Participate in ensuring O&M Contractor compliance with the Contract and client satisfaction.
4. Measure progress of the O&M Contractors against contractual milestones.
5. Evaluate and adjust performance regimes as required.
6. Track and analyze deviations to targeted performance.
7. Report to the Service Delivery Manager on any Service Delivery issues.
8. Support and report to the SDM on Trial Operations.
9. Propose and implement corrective measures to improve metro system performance.
10. Review O&M Contractor documentation, including Rulebook, Plans, Procedures, and Work Instructions.
11. Perform Site Inspection visits to evaluate operational readiness.
12. Undertake O&M Contractor Training Observations.
13. Oversee Testing and Commissioning (T&C) activities.
14. Support during the Commercial phase.
15. Participate in launch activities and draft related reports.
16. Monitor, review, and evaluate KPIs.
17. Attend incidents, accidents, and emergencies as directed.
18. Support ongoing safety and service excellence in passenger service.
19. Undertake other tasks as directed by the SDM.

QUALIFICATIONS

• Degree or equivalent in a relevant discipline (desirable).
• Minimum of 7 years of rail operations experience (mandatory).
• Experience in personnel and stakeholder management (desirable).
• Professional Qualification in Project Management (PMP/APM) (desirable).
• Member of Chartered Institution of Railway Operators (MCIRO) (desirable).

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