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Senior Manager, Technical Operations (Hotels)

Sector:  NEOM Operations
Division:  NEOM Operations

OVERVIEW

Position

Senior Manager, Technical Operations (Hotels)

Job Code

JD.HO.TS.01

Reports to

Director, Hotel Operations

Direct Reports

Senior Projects & Operations Engineer

Division/Section

Hotel Operations

Department

Hotel Technical Services

Sector

NEOM Operations

Job Family

 

Role Purpose

As a hotel technical specialist, manage a team of responsible for hotel technical development and operations. Role requires the individual to manage, plan, direct and coordinate the NEOM Operations built hotel assets technical services in order to meet required quality standards and service delivery expectations

KEY ACCOUNTABILITIES & ACTIVITIES

Service Delivery

  • Assist with establishing hotel operational management strategies
  • Assist with the hotel development
  • Assist with the delivery of the hotel development to operations mode
  • Develop an Operational Plan (OP) to establish effective hotel technical operations, inclusive of techniques, processes and expected outputs
  • Manage all dedicated technical service resources (staff & equipment)
  • Manage all levels of Operations & Maintenance (O&M) aligned to agreed priority levels (P1/P2/P3) and maintenance types (L1-Statutory/L2-Business Critical/L3- Normal)

Planning and Budgeting

  • Set formal and measurable service level matrixes (SLAs & KPIs), performance targets and reporting strategies for teams and contractors
  • Create, implement, and maintain all associated required technical operations Standard Operating Procedures (SOPs)
  • Assist to create and manage the hotel operations budgeting – OPEX costs and appropriate CAPEX planning and costing.
  • Define and implement resource planning needs for effective technical operations
  • Manage the recruitment and onboarding of required technical services staff – NEOM FTE & SME
  • Generate service partner Service Level Agreements (SLA) scopes, and support in tendering, awarding, and mobilization

Quality Control & Assurance

  • Ensure compliance with NEOM defined policies and processes
  • Implement an effective quality control and assurance system within the hotel technical services function
  • Be aware and implement all NEOM Environmental initiatives as directed by Senior Operations Management
  • Be aware and implement all NEOM Sustainability initiatives as directed by Senior Operations Management

People Management

  • Communicate staff resource expectations inclusive of role definitions, performance monitoring and development
  • Instill a positive and proactive service culture within the hotel technical services function
  • Assist in building and maintaining a high-performance hotel technical team
  • Participate in setting performance requirements and recruiting for key positions
  • Set and manage technical staff performance objectives - providing necessary support, evaluation, feedback
  • Promote NEOM values within the hotel technical operations teams

Relationship Management

  • Maintain relationships with NEOM supporting internal departments – HR, Procurement, E&TSD, Projects, T&D
  • Develop relationships with key hotel technical operations suppliers
  • Develop relationships with key hotel technical operations service providers
  • Develop relationships with key external and internal regulators
  • Develop relationships with key external and internal utility support entities

BACKGROUND, SKILLS & QUALIFICATIONS

Knowledge, Skills, and Experience

  • Minimum 10 years of operational experience in a similar role and business environment, working at a level where he/ she is taking responsibility for the delivery of hotel technical services
  • Strong operational acumen demonstrated while serving as a trusted confidant and advisor to the Senior Line Manager
  • Proven management skills to simultaneously manage a wide number of different services within a 24/7 dynamic environment
  • A creative and agile approach to daily hotel challenges
  • A proven ability to motivate staff and provide appropriate developmental opportunities that increase operational performance
  • Solid understanding of financial management and budgeting
  • Excellent communication and IT skills.

Qualifications

  • Relative Engineering Degree  

COMMUNICATION - MAIN STAKEHOLDERS

Internal

External

  • Hotel Operations Team
  • NEOM FM (O&M Management Support)
  • NEOM FM (Central Utilities Team)
  • NEOM Projects Team (development only)
  • NEOM Sectors (Energy/Environment/E&TSD)
  • SMP Supply Companies
  • O&M Service Partners
  • O&M Vendors and Service Suppliers
  • Regulatory/Government entities
  • Other external entities

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