Director of the Service Excellence Center

Director of the Service Excellence Center Job Summary :

The Director of the Service Excellence Center (SEC) will lead SRACO FM’s initiative to enhance service quality and operational governance. This role, reporting directly to the Chief Operating Officer (COO), will ensure the delivery of consistent, high-quality FM services across over 200 projects through standardization, innovation, and continuous performance improvement. The Director will drive transformation by bridging strategy and execution, fostering operational discipline, and enabling digital advancements.

Key Tasks :

Strategic & Organizational Leadership

Establish the SEC as a governance and transformation hub.

Implement a standardized SRACO FM Operating Model across all business units.

Lead functional areas including QHSE, CAFM, Data Analytics, and Technical Support.

Align Operations, Commercial, HR, and ICT departments for integrated performance.

Quality, Compliance & Governance

Oversee Quality Assurance and Compliance Audits to ensure adherence to SLAs and KPIs.

Develop and enforce Standard Operating Procedures (SOPs) for all service lines.

Implement ISO frameworks and maintain audit readiness year-round.

Report performance and audit results to the COO and Executive Committee.

CAFM, Data & Digital Transformation

Lead the deployment of the CAFM Platform across all SRACO projects.

Collaborate with ICT on middleware and automation tools.

Transition operational reporting to digital, data-driven systems.

Lead the Mobilization & Planning Unit for contract readiness.

Create Project Startup Playbooks for resource allocation and training.

Review and approve mobilization plans before handover.

Manage demobilization and transition to ensure contractual compliance.

Technical Support for Hard & Soft Services

Supervise Technical Managers for Hard and Soft Services.

Standardize preventive maintenance programs and asset management.

Develop technical guidelines aligned with best practices.

Support operations in troubleshooting and audits.

Manage the SRACO Service Excellence Academy and certification programs.

Introduce Lean FM and Kaizen methodologies for improvement.

Conduct lessons-learned sessions and quarterly reviews.

Foster a culture of accountability and service excellence.

Client Experience & ESG Integration

Develop a Client Experience Program to measure satisfaction.

Track ESG and Saudization KPIs under the Service Excellence framework.

Collaborate with BD and Operations on proposals and tenders.

Represent SRACO at industry forums and client reviews.

Qualifications & Skills :

Education : Bachelor’s degree in Engineering, Facilities Management, or Business Administration (Master’s preferred).

Experience : Minimum 15 years in large-scale FM or Operations, with at least 5 years in leadership roles focused on QA / QC or Service Excellence.

Expertise : Proven track record in governance frameworks, digital FM systems (CAFM / CMMS), and service transformation.

Knowledge : Familiarity with ISO systems, local content frameworks, and Vision 2030 initiatives.

Skills : Strong communication, leadership, and stakeholder management abilities.

Languages : Fluent in English; proficiency in Arabic is highly desirable.

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