Service Delivery Director – Facilities Management Advisory - SPAR

Job Title:

Service Delivery Director – Facilities Management Advisory

Location: King Salman Energy Park (SPARK), Eastern Province, Saudi Arabia

Employment Type: Full-time

Position Summary

King Salman Energy Park (SPARK) is a pioneering industrial ecosystem strategically positioned to be the leading energy hub in the region. SPARK is designed to attract global investment and set new standards in sustainability, operational excellence, and smart infrastructure.

The Service Delivery Director is a senior leadership position within the Facilities Management Advisory function at SPARK. This role is responsible for leading the strategy, operations, and continuous improvement of all FM service delivery streams across the park, including hard and soft services.

With a strong focus on performance, quality, tenant satisfaction, and innovation, the Director will oversee the delivery of integrated FM services provided by both internal teams and external service partners. This includes managing FM delivery standards, contract performance, operational governance, and digital transformation initiatives.

This role will also act as a key liaison between tenants, service providers, internal stakeholders, and executive leadership — ensuring that FM services directly support SPARK’s broader commercial, operational, and sustainability goals.

Key Responsibilities

1. Strategic Service Delivery Oversight

• Lead the development and implementation of SPARK’s FM service delivery strategy in alignment with global best practices and SPARK’s masterplan.
• Ensure seamless coordination of all FM disciplines — including maintenance, cleaning, waste management, pest control, security, landscaping, utilities, and technical infrastructure.
• Translate business and operational objectives into service delivery models that ensure reliability, scalability, and cost-effectiveness.
• Define and enforce performance frameworks (SLAs/KPIs) for service providers, ensuring compliance with contractual, operational, and regulatory requirements.

2. Operational Excellence & Compliance

• Establish and continuously refine standard operating procedures (SOPs), emergency response protocols, and FM policies.
• Drive a culture of continuous improvement and quality assurance across all service lines.
• Oversee audits, inspections, and root cause analysis processes to ensure corrective actions are implemented promptly.
• Collaborate with the HSE team to ensure compliance with safety regulations and risk mitigation standards.

3. Tenant & Stakeholder Experience

• Serve as the primary escalation point for tenant-facing service issues, ensuring responsive resolution and proactive engagement.
• Implement a structured tenant feedback loop, using insights to optimize FM services and improve customer satisfaction.
• Work closely with the Leasing and Real Estate Development teams to support tenant onboarding, handovers, and FM transition planning.
• Lead regular service review meetings with strategic tenants, capturing opportunities for service innovation and improvement.

4. Vendor & Contract Management

• Lead the procurement, negotiation, onboarding, and performance management of all FM service vendors.
• Ensure contracts are structured to drive value, accountability, and flexibility as SPARK scales.
• Regularly evaluate vendor performance using scorecards, operational dashboards, and customer feedback.
• Develop contingency and continuity plans for critical service contracts to ensure business resilience.

5. Digital & Smart FM Integration

• Champion the deployment and optimization of CAFM, CMMS, and IoT-based smart FM tools.
• Drive automation, real-time monitoring, and predictive maintenance initiatives across SPARK’s infrastructure.
• Leverage data analytics and BI dashboards to make evidence-based decisions and optimize service delivery.
• Collaborate with the Digital Transformation Office to align FM innovations with SPARK’s smart city strategy.

6. Leadership & People Management

• Lead, mentor, and grow the service delivery team, fostering a performance-driven, customer-focused culture.
• Define clear roles, development plans, and succession strategies to build internal FM capability.
• Promote collaboration across technical teams, project delivery, and support functions.
• Model SPARK’s core values and ensure alignment between FM team behavior and organizational culture.

Qualifications & Experience

• Bachelor’s degree in Facilities Management, Engineering, Operations Management, or a related field.
• Master’s degree or MBA is preferred.
• 15+ years of experience in facilities management, with at least 5 years in a director-level role overseeing complex service delivery operations.
• Demonstrated experience managing multiple FM service lines across large-scale industrial or infrastructure environments.
• Deep understanding of integrated FM models, outsourcing strategies, and vendor governance.
• Proven track record of stakeholder engagement, issue resolution, and client satisfaction.
• Hands-on experience with CAFM/CMMS platforms and smart FM technologies.
• Familiarity with Vision 2030 priorities, Giga projects, and regulatory requirements in Saudi Arabia is advantageous.

Key Skills & Attributes

Leadership & Strategic Thinking

• Visionary leader with the ability to align FM operations with business growth and long-term planning.
• Strong change management and transformation capabilities.

Operational Management

• In-depth understanding of FM operations, asset lifecycle planning, compliance, and service innovation.
• Ability to optimize processes, improve reliability, and reduce total cost of ownership (TCO).

Communication & Influence

• Excellent interpersonal skills with the ability to engage, influence, and build trust with diverse stakeholders.
• Capable of managing high-stakes conversations with clarity and diplomacy.

People Management

• Skilled in talent development, performance coaching, and organizational design.
• Culturally sensitive and capable of leading within a multi-national, multi-vendor environment.

Technology & Analytics

• Competent in interpreting operational data to drive decision-making.
• Strong advocate for smart technologies, sustainability, and digital FM solutions.

Reporting Line

Reports To:

• Facilities Management Advisory & Project Director
• Interfaces with: Executive Director – Operations, Head of Real Estate Development, and other C-suite executives as required.

Collaborates With

Internal Stakeholders:

• Real Estate, Leasing
• Procurement
• Digital Transformation
• Engineering & Utilities
• Sustainability
• Finance
• HSE

External Stakeholders:

• FM vendors
• Consultants
• Regulators
• Tenants
• Technology Partners