Service Delivery Expert

Job Title: Service Delivery Expert - Rail Metro Project

Education: Western education from recognized institutions

Job Summary:

As a Service Delivery Expert for our major rail metro project, you will play a pivotal role in coordinating and managing the Operations and Maintenance (O&M) contractors during the launch and main operations of the metro system. This position demands a seasoned professional with comprehensive expertise in every aspect of metro rail systems, coupled with a Western education from recognized institutions.

Key Responsibilities:

Contractor Liaison and Coordination:

• Act as the primary point of contact between the Project Management Company and O&M contractors.
• Facilitate effective communication and collaboration to ensure seamless project launch and ongoing operations.
• Possess in-depth knowledge of all rail operations, timetable management, accident and incident investigation, contingency planning, operations rule book and best practices.
• Provide technical guidance and support to the O&M contractors to ensure compliance with project requirements.

Launch Preparation:

• Develop and execute detailed plans for the successful launch of the metro system, considering safety, efficiency, and customer experience.
• Work closely with stakeholders to identify and resolve potential issues before the launch.

Operations Management:

• Oversee day-to-day operations, addressing any challenges that may arise promptly.
• Implement best practices for maintenance, incident response, and service delivery to optimise system performance.

Quality Assurance:

• Establish and enforce quality standards for O&M activities, ensuring adherence to project specifications and safety regulations.
• Conduct regular audits and assessments to monitor service delivery effectiveness.

Training and Development:

• Collaborate with O&M contractors to design and implement training programs for staff to enhance their skills and ensure they meet project requirements.

Performance Monitoring:

• Implement key performance indicators (KPIs) to measure the effectiveness and efficiency of service delivery.
• Analyze data and propose improvements to enhance overall performance.

Risk Management:

• Identify potential risks to service delivery and develop mitigation strategies.
• Ensure that O&M contractors are equipped to handle unexpected challenges and emergencies.

Qualifications and Experience:

• Bachelor's or Master's degree from a recognised Western institution in a relevant field (Engineering, Project Management, etc.).
• Minimum of [9] years of experience in a similar role on major rail metro projects worldwide.
• Proven track record of successful project launches and sustained operations.

Skills:

• Exceptional communication and interpersonal skills.
• Experience in Rail Operations
• Strong leadership and team management abilities.
• Analytical mindset with the ability to solve complex problems.
• Thorough understanding of metro rail operations, rail systems and industry best practices.

Proficiency in project management tools and software