KPI/SLA Officer (Roads O&M)

Egis is a leading global architectural, consulting, construction engineering, operations and mobility services firm. We create and operate intelligent infrastructure and buildings that both respond to the climate emergency and contribute to balanced, sustainable and resilient development. Our 20,500 employees operate across over 100 countries, deploying their expertise to develop and deliver cutting-edge innovations and solutions for clients. Through the wide range of our activities, we are central to the collective organisation of society and the living environment of citizens all over the world."

With 3,500 employees across 8 countries in the Middle East, Egis has delivered over 700 complex development projects, stimulating economic growth and enhancing quality of life. Ranked among the top ten firms in the Middle East by Engineering News Record (ENR), Egis is committed to sustainable development. The Group’s operations in the Middle East are built on strategic acquisitions and a deep understanding of local market conditions. Egis’ long history of providing comprehensive engineering, consulting, and project management services makes it a trusted partner for regional governments, investors, and developers.

Position Overview

The KPI / SLA Officer is responsible for monitoring, recording, and reporting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure compliance with performance-based O&M contracts in the Roads sector. The role involves tracking contractor performance, preparing monthly and ad-hoc reports, and supporting management in ensuring service delivery meets client and contractual requirements.

Key Responsibilities

Monitoring & Recording

• Monitor service delivery performance against contractual KPIs and SLAs (e.g., response times, rectification times, safety compliance, asset condition).
• Record daily, weekly, and monthly performance data from operations, maintenance, and inspection teams.
• Maintain accurate and up-to-date SLA/KPI databases for all active Work Orders and contracts.

Reporting & Analysis

• Prepare and issue monthly SLA/KPI compliance reports for submission to management and client authorities.
• Analyze performance data to identify trends, recurring issues, and potential risks to compliance.
• Support the development of dashboards and visualization tools to present performance in a clear and transparent manner.
• Provide recommendations to improve operational efficiency and reduce SLA breaches.

Compliance & Governance

• Ensure monitoring and reporting is aligned with contract requirements, performance-based O&M frameworks, and ASHGHAL standards
• Track financial implications of SLA breaches (deductions, penalties, or incentives).
• Support audits, client inspections, and performance reviews by providing accurate KPI/SLA records.
• Escalate SLA breaches and propose corrective actions to management.

Coordination & Support

• Liaise with O&M engineers, inspectors, supervisors, and subcontractors to validate performance records.
• Coordinate with IT/GIS/Asset Management teams to collect data from Maximo
• Assist in developing and refining procedures for SLA/KPI monitoring, reporting, and compliance management.
• Support continuous improvement initiatives to enhance performance monitoring systems.

• Bachelor’s degree in Engineering, Business Administration, or related discipline.
• 3–5 years of experience in Roads/Infrastructure O&M, Asset Management, or Contract Performance Monitoring.
• Strong knowledge of SLA/KPI frameworks in roads and highways O&M (pavement, lighting, ITS, drainage, safety furniture).
• Proficiency in MS Excel, Power BI, Maximo, and Oracle EAMS.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication, reporting, and presentation skills.
• Knowledge of performance-based contracts and deduction mechanisms