Leverage your abilities and join the dynamic team of a leading company operating in the government services and process facilitation sector.
The Client Services Director will lead the management and oversight of service-providing companies and contractors to ensure high-quality service delivery aligned with the organization's strategic objectives. The role will oversee vendor qualification, contract governance, service package management, and performance monitoring, ensuring all partnerships and services are delivered efficiently, compliantly, and in line with corporate priorities.
Key Accountabilities
- Develop, lead, and continuously improve the framework for managing service-providing companies, contractors, and vendor governance standards.
- Oversee the qualification, accreditation, and performance evaluation of service providers across the organization's operations.
- Manage the organization's service packages and offerings, ensuring execution aligns with approved requirements and standards.
- Maintain strong knowledge of internal Hajj companies' policies, procedures, operating models, and regulatory frameworks governing their roles, responsibilities, and obligations.
- Ensure contracting procedures, governance, and service level agreement (SLA) management are applied consistently and in compliance with regulatory requirements.
- Monitor and analyze service provider performance, identify gaps, and develop recommendations and improvement plans.
- Manage supplier and vendor relationships, coordinate and distribute responsibilities among account managers, and monitor their performance and deliverables.
- Work closely with senior leadership to prioritize vendor and service initiatives based on strategic value, business impact, and risk.
- Develop executive-level dashboards, performance reports, and updates for the CEO and Executive Committee.
- Ensure documentation, approvals, and reporting related to vendor management are aligned with internal policies and regulatory requirements.
- Promote best practices in vendor management, digital platforms, and supplier management systems.
- Lead, coach, and develop the companies and services team to build organizational capability.
- Drive stakeholder alignment, communication, and coordination across business functions and external partners.
Knowledge, Skills, and Experience
We Are Looking For:
- Bachelor's or Master's degree in Business Administration, Operations Management, Supply Chain Management, or a related field.
- Significant experience managing and overseeing service-providing companies and contractors, including qualification, accreditation, and performance evaluation.
- Strong experience managing service packages and monitoring execution against approved requirements and standards.
- Strong knowledge of internal Hajj companies' policies, procedures, operating models, and the regulations governing their roles and obligations.
- Solid understanding of contracting procedures, governance, and service level agreement (SLA) management.
- Proven ability to monitor and analyze service provider performance, identify gaps, and develop improvement recommendations.
- Strong track record in managing supplier relationships, coordinating account manager responsibilities, and monitoring performance.
- Experience using digital platforms and vendor/service management systems.
- Strong stakeholder management, negotiation, and executive reporting skills.
- Experience in government services, Hajj and Umrah services, travel, aviation, outsourcing, BPO, or service operations environments is preferred.
- Strong track record in managing cross-functional projects involving senior stakeholders, external vendors, and multiple business units.
