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  • Job reference: RMS0161572

Services Management Lead

  • Sector: Engineering
  • Location: Saudi Arabia
  • Job type: Permanent
  • Date posted: 11/10/2015
  • Time left:
    d h m s
    (13/11/15)
This vacancy has now expired.
The Company:
Our client is a Multinational Chemical company which will construct, own and operate a world-scale integrated chemicals complex in Saudi Arabia. Once completed, the complex will represent the largest petrochemical facility ever built in a single phase. Our client will establish a world-scale manufacturing footprint that delivers a full range of value-added, performance products destined for the emerging markets of Asia Pacific, the Middle East, Eastern Europe and Africa.

The Role:
To define, communicate and agree Service Level Agreements between Sadara internal entities and between Sadara and external partner service providers. To develop and track performance scorecards and KPIs. To set up business continuity and risk management plans.

1. Define Service Level Agreements (SLAs) between relevant parties within Sadara and between Sadara and its partner service providers
2. Communicate and agree SLAs, working with internal and external stakeholders to review and resolve agreement issues
3. Lead resolution of service-related issues, co-ordinating between stakeholders to ensure rapid, effective and professional remediation
4. Agree internal transfer pricing / cost allocation within Sadara in accordance with strategic goals for organisational model and KPI-tracking
5. Define, communicate and agree service balanced scorecard and KPIs to measure effective service provision
6. Track KPIs across service dimensions and implement regular feedback program to communicate progress and success of different divisions
7. Implement process to establish and review continuous operational excellence, using standard data-driven approaches to measure performance against KPIs
8. Establish effective channels of communication with internal and external stakeholders to facilitate rapid feedback and communication of issues
9. Continuously review SLAs in accordance with industry best practice, technological complexity and customer needs
10. Ensure staff have requisite training in communication techniques, IT, data analysis and, where required, technical understanding in order to perform their tasks
11. Report to PC-SS Head on performance of internal and external service provision against KPIs and other relevant industry benchmarks
12. Develop business continuity and risk management plans to provide clear guidelines for each Sadara division in response to unforeseen incidents
13. Review and test business continuity plan to find the fastest and most effective ways to continue to operate under a range of circumstances

Essential Skills / Qualifications:
Essential: Bachelor’s degree in Finance, Marketing, Engineering, Chemistry or any other related field
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