Service Manager

About the Role

FNRCO is seeking a Service Manager to oversee operations in Makkah, specifically covering Jeddah and Makkah. This full-time role requires 5-10 years of experience and involves comprehensive management of service delivery, team leadership, and stakeholder engagement within a critical operational environment.

Key Responsibilities

• Manage the end-to-end delivery of O&M contract scope, ensuring system maintenance aligns with contractual obligations and OEM standards.
• Oversee PPM schedules, corrective maintenance, spare parts availability, and system availability targets across all covered assets.
• Control contract scope, variations, and change orders, identifying and converting out-of-scope work into approved variation orders.
• Manage contract P&L, including labor utilization, subcontractor performance, material costs, and margin protection.
• Lead and roster a multi-disciplinary field team in a 24/7/365 shift model, ensuring continuous coverage and defined escalation paths.
• Set individual performance objectives, conduct reviews, and develop a competency/training matrix covering technical skills, safety, and airport security clearance.
• Manage on-call rotation, shift handover discipline, and manpower mobilization during peak seasons (Hajj, Umrah, Ramadan) and major events.
• Develop succession depth to ensure no single system relies on one engineer.
• Serve as the primary point of contact for the client's operations, engineering, and contracts teams.
• Chair periodic contract review meetings, presenting performance, risks, and improvement plans to client leadership.
• Coordinate with airport operators, terminal operators, ground handlers, and other contractors to plan works with minimal disruption.
• Manage internal interfaces with projects, supply chain, finance, and technical support teams.
• Act as the accredited liaison with Jawazat (GDP) for passport-control systems, border-control interfaces, and coordination of works in restricted immigration areas.
• Interface with MOI and airport security on system access, CCTV/access-control data handling, incident support, and national security compliance.
• Coordinate with RSAF for works within military-controlled zones, including access approvals, escort requirements, and restricted-area work permits.
• Manage security clearances, permits-to-work, badging, and NDAs for all personnel, ensuring full compliance with GACA and airport authority regulations.
• Maintain response and resolution times within contractual SLA thresholds for all priority levels, with documented root-cause analysis for breaches.
• Drive system availability/uptime KPIs to contractual targets or above, tracking MTTR, MTBF, PPM completion rate, first-time-fix rate, and backlog aging.
• Build and maintain performance dashboards from CMMS/BMS data, issuing weekly and monthly reports to the client.
• Implement continuous improvement initiatives (reliability-centered maintenance, predictive analytics, spare-parts optimization) to enhance KPI performance.
• Prepare and defend performance data during contract audits and renewal negotiations.
• Enforce quality standards on all works, including method statements, work permits, testing and commissioning records, and as-built documentation.
• Ensure 100% compliance with HSE policy, LOTO, working-at-height, and hot-work procedures, leading incident investigation and close-out.
• Maintain calibration records, asset registers, and audit-ready documentation.
• Conduct internal audits and site quality inspections, closing NCRs within agreed timeframes.
• Prepare monthly service reports, invoicing packages, and revenue recognition inputs.
• Forecast manpower, material, and subcontractor spend, managing against budget.
• Identify contract growth opportunities (upgrades, extended scope, additional systems) and support estimation and proposal development.
• Report contract health, risks, and mitigation plans to regional management.

Experience and Qualifications

• A minimum of 5-10 years of relevant experience is required for this role.

Work Environment

This is a full-time position based in Makkah, with responsibilities extending to Jeddah. The role involves leading a 24/7 operational team and requires coordination with various external and internal stakeholders in a dynamic environment.