Service Delivery Director

Career Opportunities:
Service Delivery Director (2527)

Requisition
2527
-Posted
- RKH Qitarat

RKH Qitarat, the operator and maintainer of Doha Metro and Lusail Tram, is committed to attracting and developing talented individuals who share our passion for excellence and innovation in transportation. We value diversity, teamwork, and a customer-focused approach. We are currently seeking a Service Delivery Director to join our team and drive service excellence across our networks.

Responsible for overall operations, overall passenger relationship and operational performance of the Doha Metro and Lusail Tram networks.

Develop and implement the Strategic and Management Plans for the Service Delivery department, based on a Culture of Excellence, Partnership and Sustainability and aligned with the operations’ and Customer Experience’ Key Performance Requirements (KPRs).

• Provide clear leadership of culture of excellence for Customer Service Delivery, based on worldwide best practice. Get the support of Senior Customer Experience Manager for any standard and process regarding Customer relationship.
• Promote and manage the Safety Culture and all standard compliance with RQHSE department support
• Define, implement and monitor the relevant KPRs and action plan to improve continuously the performance. Ensure proper data collection and analytical processes are in place. Ensure that all managers have a KPRs baseline plan and that they monitor compliance, interface issues and risks
• Lead, monitor and manage the update of all documentation, including department policies, plans, manuals and operational procedures, Promote the company’s values, role modelling them within the business and with stakeholders at all levels
• Ensure that the company maintains high standards of ethics and social responsibility through all transactions
• Ensure adherence to all budgets

In relation with Qatar Rail, our client:

• Embed worldwide tram and metro expertise into the timetable and ensure the stakeholders and the Client are actively involved in the timetable process development
• Maximise passenger satisfaction by promoting a strong customer-oriented culture within the Company, through an engaged workforce
• Ensure efficient lines of communication with stakeholders are in place, especially for incident response
• Ensure that Special Event plans are efficiently prepared, managed and reviewed, providing guidance to the Planning and Performance Manager and Station Manager and liaising with stakeholders
• Ensure the highest levels of security is achieved in stations and throughout the Network through efficient management of subcontractor and coordination with Doha Police - while maintaining customer focus (providing guidance to the Security Manager)
• Ensure KPIs within their area of accountability are strictly monitored, reviewed and reported on, in line with contractual requirements and that any actions necessary to improve on performance are implemented and reviewed
• Carry out any other mission or work assigned by the Managing Director.

• At least 15 years’ experience in public transport operation including 10 years in an executive position
• Proven experience of leading and managing teams effectively
• Commercially astute
• Ability to manage technical matters
• Ability to think strategically, motivate and lead teams
• Demonstrative ability to set standards and drive initiatives to meet customer expectations
• Strong people facing and communication skills
• Highly motivated team player with sound organisational and leadership skills
• Structured mind-set and action-oriented person
• Focused on safety and customer excellence
• Fluent in English with excellent written and verbal communication skills, Arabic is desirable