Customer Service Expert – O&M Specialist

About the role

The Customer Service Expert will join Serco’s O&M team in Riyadh, supporting Saudi government entities to embed world‑class customer service standards across operations. The role focuses on developing, benchmarking and implementing procedures that enhance the overall customer experience within the national O&M Manual.

Key responsibilities

• Lead the creation and global best‑practice benchmarking of core customer service procedures for the new National O&M Manual.
• Provide subject‑matter expertise to Saudi government entities, either through the strategic plan or on ad‑hoc requests.
• Support the matrixed organization in delivering complex O&M contract deliverables by integrating customer service thought leadership.
• Collaborate closely with the client and partner consultancy to optimise O&M best practices.
• Design and introduce innovative systems and data‑capture methods that improve customer experience and intelligence.

Required profile

• Minimum 10 years of experience on national or international major initiatives.
• Proven record of engaging a wide range of public‑sector and commercial stakeholders.
• Expertise in developing and implementing best‑practice standards and processes.
• Extensive international experience, preferably in the Middle East or KSA.
• Excellent verbal and written communication skills.
• Demonstrated ability to drive continuous improvement and change management.

Required skills

• Strong knowledge of customer service operations and standards.
• Experience with multi‑channel customer service systems and CRM.
• Understanding of customer feedback monitoring, data security and analytics.
• Familiarity with related O&M domains such as facility, emergency, space, and fleet management.