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About the Role

NextEra is seeking to hire four Contact Center Agents to join their IT team in Riyadh, Saudi Arabia. This role is integral to an integrated Contact Center & Service Desk, providing 24x7 frontline omni-channel IT support. The Contact Center Agent will be responsible for handling a wide range of user queries, incidents, and service requests across multiple communication channels, acting as the primary point of contact for IT support. This position bridges the functions of L1/L2 Service Desk, Field/Desktop Support, and SRE/Reliability Operations, offering a comprehensive IT support experience. The ideal candidate will be adept at troubleshooting, resolving issues efficiently, and ensuring high levels of customer satisfaction while adhering to strict Service Level Agreements (SLAs).

Key Responsibilities

• Serve as the Single Point of Contact (SPOC) for all IT support requests.
• Manage omni-channel interactions including voice, email, chat, portal, and WhatsApp.
• Perform accurate ticket logging, categorization, and prioritization within the ITSM tool.
• Provide first-level troubleshooting and resolution (L1) for IT incidents and service requests.
• Execute Incident Management processes, including triage and first response.
• Handle Request Fulfillment for standard IT service requests.
• Strive to achieve First Call Resolution (FCR) for a significant percentage of incoming queries.
• Escalate complex technical issues to L2/L3 teams according to defined procedures.
• Maintain up-to-date and accurate documentation and contribute to knowledge base updates.
• Support the adoption of self-service options and guide users on AI/chatbot functionalities.
• Provide dedicated support for VIP and high-priority users when required.
• Ensure strict adherence to SLA targets and maintain high-quality service standards.

Qualifications and Requirements

• A graduate degree, preferably in IT or Computer Science.
• 2 to 4 years of experience in a Service Desk or Contact Center environment.
• Proven experience in handling IT support requests across various channels.
• Familiarity with ITSM tools such as ServiceNow or equivalent.
• Basic knowledge of Active Directory, M365, and end-user computing fundamentals.
• ITIL Foundation certification is preferred.

Required Skills

• Expertise in omni-channel IT support, including voice, chat, email, and portal channels.
• Proficiency in handling user queries, incidents, and service requests.
• Strong customer handling and communication skills.
• Bilingual proficiency in both Arabic and English is essential.
• Experience with Service Desk operations, Field/Desktop Support, and an understanding of SRE/Reliability Operations.
• Ability to perform ticket logging, categorization, and prioritization.
• Skilled in first-level troubleshooting and resolution (L1).
• Competence in Incident Management, Request Fulfillment, and Triage & First Response.
• A focus on achieving high First Call Resolution (FCR) rates.
• Capability to escalate issues effectively to L2/L3 teams.
• Proficiency in maintaining documentation and updating knowledge bases.
• Experience in supporting self-service adoption and AI/chatbot guidance.
• Ability to provide specialized handling for VIP/high-priority users.
• Commitment to meeting SLA targets and quality standards.

Work Environment and Location

This is a contract position located in Riyadh, Saudi Arabia. The role requires a commitment to providing 24x7 support, ensuring continuous service availability.

About the Role

Omrania is seeking an experienced Project Controls Manager to oversee the design consultant scope for strategic projects in Riyadh, Saudi Arabia. This role is responsible for establishing and maintaining project controls, managing budgets and schedules, and ensuring alignment between design consultants and project objectives. The position requires strong analytical skills, decisive decision-making, and effective stakeholder engagement.

Key Responsibilities

• Lead and manage all aspects of the design consultant scope, including contract administration, deliverable tracking, and performance monitoring.
• Develop, implement, and maintain project controls frameworks, such as earned value management systems and key performance indicators (KPIs).
• Manage project budgets and cost controls, analyzing variances and implementing corrective actions.
• Create and maintain detailed project schedules, identifying critical paths and managing timeline risks.
• Conduct risk analysis and develop mitigation strategies for design-related activities.
• Prepare and present performance reports to senior leadership and stakeholders, highlighting key metrics and trends.
• Coordinate with design teams, engineering departments, and external consultants to ensure scope alignment and adherence to quality standards.
• Monitor and control project changes, ensuring proper documentation and impact assessment.
• Identify opportunities for process improvement and implement best practices in project controls.
• Mentor project team members on controls methodologies and tools.

Required Qualifications

• A minimum of 15 years of professional experience in project controls, project management, or a related field.
• At least 5 years of direct experience managing design consultant scopes on complex projects.
• Proven ability to develop and manage project schedules with multiple dependencies.
• Demonstrated expertise in budget forecasting, cost analysis, and financial controls.
• Strong analytical and problem-solving capabilities with attention to detail.
• Experience with contract management and consultant performance evaluation.
• Excellent stakeholder management and communication skills across all organizational levels.

Technical Skills and Knowledge

• Proficiency in project management tools such as Microsoft Project, Primavera P6, or equivalent.
• Expert-level skills in Microsoft Excel, including data analysis and reporting.
• Familiarity with SAP, Oracle, or similar enterprise resource planning (ERP) systems.
• Knowledge of design consulting industry standards and practices.
• Experience with agile or hybrid project management methodologies is a plus.
• Background in change management and organizational process improvement is beneficial.
• Certification in project management (*, PMP, PRINCE2, or equivalent) is preferred.
• Experience working on projects in Saudi Arabia or the Middle East region is preferred.

Work Location and Type

This is a full-time position based in Riyadh, Saudi Arabia.

About the Role

AtkinsRéalis is seeking an experienced Project Manager to join its team in Riyadh, Saudi Arabia. This full-time position is for a professional with a proven track record in managing large-scale, multi-disciplinary projects within Saudi Arabia and the wider GCC region. The role is instrumental in ensuring successful project delivery, meeting client requirements, and contributing to AtkinsRéalis's commitment to engineering a better future.

The role involves leading and managing projects, establishing objectives, developing comprehensive project plans, and overseeing budgets and schedules. Responsibilities include managing project teams, ensuring timely task completion, and maintaining clear communication throughout the project lifecycle. A strong understanding of risk management and proactive mitigation strategies is essential.

Key Responsibilities

• Communicate project scope, fee, deliverables, and programme to the team through Project Kick-Offs and regular updates.
• Manage sub-consultant agreements and payments, providing technical management through the Design Management function.
• Ensure the Project Execution Plan addresses design management requirements, including integration and interface management between client requirements and sub-consultant design packages.
• Support the Project Director in the production of Project Management documentation and standard forms.
• Assist in risk identification and management processes.
• Assist the Project Director in identifying and managing scope changes and scope extensions.
• Identify resourcing issues and requirements, coordinating these with Technical Team Leads.
• Escalate issues to the Project Director as and when required.
• Provide timely external and internal monthly reporting by implementing a planned delivery schedule for routine reporting.
• Ensure Quality Systems processes are adhered to in the delivery of projects.
• Undertake debriefs with the Client.
• Assist in managing projects financially, technically, and contractually.
• Monitor Design Team progress and costs, highlighting deviations from the plan and coordinating with Project Technical Leads to mitigate potential over-runs or underspends.
• Proactively manage risks using provided tools and regular team and client engagement, updating contingency requirements at least once per design stage.
• Prepare invoices for review and sign-off by the Project Director and maintain up-to-date financial registers.
• Drive the change process and be responsible for the compilation of variations.
• Liaise and interact with the client for the technical delivery components of the project.
• Develop contingency plans and ensure health and safety standards are followed.
• Ensure adherence to AtkinsRéalis's project management methodology requirements.

Qualifications and Requirements

• A degree in Architecture or a relevant design/engineering discipline.
• Minimum of 8 years of experience within the Middle East, with at least 4 years in the role of Assistant Project Manager (APM) or Project Manager (PM).
• Experience in managing large-scale multi-disciplinary projects within KSA and the GCC Region.
• Defence projects experience is preferred.

Required Skills

• Project Kick-Offs
• Design Management
• Risk Identification and Management
• Scope Change Management
• Resourcing Management
• Reporting
• Quality Systems Adherence
• Financial Management
• Commercial Acumen
• Client Engagement and Management
• Technical Delivery
• Project Planning
• Project Budget Management
• Project Scheduling
• Team Management
• Communication
• Health and Safety Standards
• Project Management Methodology

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. AtkinsRéalis is committed to engineering a better future and operates within the engineering and construction industry.