Director of the Service Excellence Center

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.

• Develop data dashboards for real-time operational visibility.
• Introduce Lean FM and Kaizen methodologies for improvement.
• Develop a Client Experience Program to measure satisfaction.
• Implement a standardized SRACO FM Operating Model across all business units.
• Conduct lessons-learned sessions and quarterly reviews.
• Manage demobilization and transition to ensure contractual compliance.
• Transition operational reporting to digital, data-driven systems.
• Supervise Technical Managers for Hard and Soft Services.
• Review and approve mobilization plans before handover.
• Establish the SEC as a governance and transformation hub.
• Manage the SRACO Service Excellence Academy and certification programs.
• Align Operations, Commercial, HR, and ICT departments for integrated performance.
• Oversee Quality Assurance and Compliance Audits to ensure adherence to SLAs and KPIs.
• Lead the deployment of the CAFM Platform across all SRACO projects.
• Collaborate with BD and Operations on proposals and tenders.
• Collaborate with ICT on middleware and automation tools.
• Lead functional areas including QHSE, CAFM, Data Analytics, and Technical Support.
• Standardize preventive maintenance programs and asset management.
• Lead the Mobilization & Planning Unit for contract readiness.
• Support operations in troubleshooting and audits.
• Foster a culture of accountability and service excellence.
• Create Project Startup Playbooks for resource allocation and training.
• Track ESG and Saudization KPIs under the Service Excellence framework.
• Represent SRACO at industry forums and client reviews.
• Develop and enforce Standard Operating Procedures (SOPs) for all service lines.
• Report performance and audit results to the COO and Executive Committee.
• Develop technical guidelines aligned with best practices.
• Implement ISO frameworks and maintain audit readiness year-round.

• Client Experience & ESG Integration
• 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.
• CAFM, Data & Digital Transformation
• Knowledge: Familiarity with ISO systems, local content frameworks, and Vision 2030 initiatives.
• Languages: Fluent in English; proficiency in Arabic is highly desirable.
• Expertise: Proven track record in governance frameworks, digital FM systems (CAFM/CMMS), and service transformation.
• Skills: Strong communication, leadership, and stakeholder management abilities.
• Education: Bachelor’s degree in Engineering, Facilities Management, or Business Administration (Master’s preferred).