Operations Manager - Palm Jumeirah Monorail

Impact a better future

At Serco, we bring together the right people, technology, and partners to deliver innovative solutions that impact a better future.

We have been operating in the Middle East since 1947 and have a profound understanding of the region.

With over 4,500 colleagues here, we support governments across defence, space, transport, emergency services, justice and migration, and other vital public services. Our core capabilities span service design and advisory, customer experience, complex programme management, systems integration, and asset and facilities management, alongside environmental and case management services.

Guided by our unique service model, we work together with clients and partners to achieve long-term visions and tackle some of the world’s most complex challenges.

Your Opportunity

The Operations Manager is responsible for the establishment and development of the Palm Jumeirah Monorail’s Operations, Engineering, Security, and Safety Management functions, to ensure the delivery of excellent customer service, strong financial returns, continuous service improvements, and business growth.

They will act as the Professional Head of Operations and lead the successful implementation of the major overhauls programme.

The ideal candidate must be a skilled manager with strong abilities in communication, motivation, and staff development. They should be politically astute, able to communicate effectively with government agencies, board members, clients, contractors, and staff.

The candidate should be highly motivated and sufficiently flexible to work in a time-sensitive environment, responding quickly and effectively to unexpected workloads, events, and emergencies, including fulfilling senior on-call responsibilities.

They must be able to make well-considered decisions based on complex information, multitask effectively, and analyze situations promptly and objectively to determine the proper course of action or alternatives without compromising human safety, quality, or performance targets.

Key Accountabilities

• Provides direction and leadership to the Palm Jumeirah Monorail team to achieve agreed business objectives and targets.
• Identifies and implements improvements to enhance the delivery of high-quality customer service.
• Manages day-to-day relationships with local customers to resolve issues and problems.
• Builds strong teamwork across different areas of the contract and ensures that system security and robustness are maintained.
• Develops contract activities to optimize growth, margin, and customer service, identifying and acting upon opportunities for organic growth.
• Leads new business growth within the mobility sector.
• Leads and manages safety, regulatory, reputational, and security risks associated with incidents or service delivery failures.
• Conducts regular reviews of service delivery performance, prepares reports, and provides data as required.
• Establishes and maintains effective working relationships with emergency services.
• Serves as a member of the ME UAE Senior Leadership Team (SLT).
  
  

Specific Requirements

• Ideally holds a degree in a relevant engineering discipline.
• Ideally professionally qualified with membership in a recognized engineering institution.
• Minimum of 10 years’ general operations and maintenance management experience.
• At least 5 years’ specific operations and maintenance management experience within the rail industry.
• Working knowledge of the methods, equipment, and techniques used in the design, development, maintenance, and operation of rail systems.
• Good understanding of rail system fundamentals, such as driverless trains, moving block signalling systems, third-rail power supply distribution, platform screen doors, automatic gates and fare collection systems, tracks and crossovers, control and communication systems, and electrical and mechanical systems, as well as their maintenance processes.
• Thorough understanding of all aspects of safety related to railway operations and maintenance.
• Certified Lean Six Sigma Yellow / Green / Black Belt preferred.
  
  

Join Us

At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day.

Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit careers.serco.com for more information.

---