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Job Description
- To work with minimal supervision as requested.
- To take overall responsibility for the task management process, continuously monitoring the system for incoming work requests ensuring:-
All tasks have correct priority status assigned and where appropriate advising Helpdesk Coordinators to make required amendments.
Liaising with Service area managers to ensure correct distribution of works via central resourcing tool The system is correctly highlighting duplicate work orders Effective and efficient service delivery by liaising with Service Area Managers to update the system with relevant information in a timely manner so that works can be carried out in line with agreed KPI’s & SLA Monitoring workload of Maintenance Operatives ensuring they have a manageable number of Work Orders to sustain their workflow rate, ensure suitable distribution of tasks and avoidance of overloading.
Provision of data and feedback to Service Area Managers to support performance management of both internal operatives and contractors.
Feedback processes throughout the task management lifecycle are fit for purpose so that Maintenance Operatives are given an acceptable level of feedback, on rectification actions taken or any problems/issues they encounter which could be useful in future fault rectification.
Continuous review and audit all processes and workflows to ensure consistent service levels are maintained.
Make adjustments, amendments and/or implement new processes where required.
- To review suspended Work Orders on a regular basis and ensure that the reason for their suspension is identified in the relevant section of the Work Order record on CAFM and appropriate parties have been notified.
- To monitor and progress (via third parties in some cases) the actions on suspended Work Orders to a successful completion.
- To oversee the processes for the transfer/reassignment of Work Orders between skill sets, shifts and resources remain effective and in line with agreed KPIs and SLAs.
- Provide advice and assistance to Help Desk coordinators in this area and deal with escalations in a timely manner.
- Coordinate Stores requirements to ensure timely ordering, delivery and issuing of spares and materials to ensure KPIs are met, progressing and chasing overdue items.
- Monitor/Manage PPM schedules ensuring they are issued and completed on a priority basis escalating any issues to Building & Maintenance Manager (BMM) and the Head of Estate Management (HoEM) as appropriate.
- Suspend, delay or remove PPMs as appropriate ensuring all follow-on processes are correctly followed i.e. reinstatement, billing etc.
- Monitoring all missed PPMs, liaising with operatives and contractors and recording reasons, escalating any issues identified to the BBM & HoEM.
11.Manage customer communication in relation to scheduled PPM works which may impact them or be disruptive to their service delivery.
12.Ensure that Work Orders are raised to cover any remedial actions identified on PPM work, both in-house and contractor.
Skills
Requirements:
- Must have at least 5 years of experience working within a Facilities Management environment.
- Must have successfully implemented a CAFM system at least once
- Must have systems management experience with CAFM.
- Must be fluent in both Arabic and English, spoken and written.
- Must have strong interpersonal skills and are already based in the KSA willing to live in Eastern Province.
Education
Bachelor