KPISLA Officer (Roads O&M)
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Job Summary
Position Overview
The KPI / SLA Officer is responsible for monitoring recording and reporting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure compliance with performance-based O&M contracts in the Roads sector. The role involves tracking contractor performance preparing monthly and ad-hoc reports and supporting management in ensuring service delivery meets client and contractual requirements.
Key Responsibilities
Monitoring & Recording
- Monitor service delivery performance against contractual KPIs and SLAs (e.g. response times rectification times safety compliance asset condition).
- Record daily weekly and monthly performance data from operations maintenance and inspection teams.
- Maintain accurate and up-to-date SLA/KPI databases for all active Work Orders and contracts.
Reporting & Analysis
- Prepare and issue monthly SLA/KPI compliance reports for submission to management and client authorities.
- Analyze performance data to identify trends recurring issues and potential risks to compliance.
- Support the development of dashboards and visualization tools to present performance in a clear and transparent manner.
- Provide recommendations to improve operational efficiency and reduce SLA breaches.
Compliance & Governance
- Ensure monitoring and reporting is aligned with contract requirements performance-based O&M frameworks and ASHGHAL standards
- Track financial implications of SLA breaches (deductions penalties or incentives).
- Support audits client inspections and performance reviews by providing accurate KPI/SLA records.
- Escalate SLA breaches and propose corrective actions to management.
Coordination & Support
- Liaise with O&M engineers inspectors supervisors and subcontractors to validate performance records.
- Coordinate with IT/GIS/Asset Management teams to collect data from Maximo
- Assist in developing and refining procedures for SLA/KPI monitoring reporting and compliance management.
- Support continuous improvement initiatives to enhance performance monitoring systems.
Qualifications :
- Bachelors degree in Engineering Business Administration or related discipline.
- 35 years of experience in Roads/Infrastructure O&M Asset Management or Contract Performance Monitoring.
- Strong knowledge of SLA/KPI frameworks in roads and highways O&M (pavement lighting ITS drainage safety furniture).
- Proficiency in MS Excel Power BI Maximo and Oracle EAMS.
- Strong analytical and problem-solving skills with attention to detail.
- Excellent communication reporting and presentation skills.
- Knowledge of performance-based contracts and deduction mechanisms
Additional Information :
Remote Work :
No
Employment Type :
Full-time
Key Skills
- CCTV
- Federal Agencies
- Customer Service
- Clearance
- Facility
- Suspicious Activity
- Property Damage
- Public Safety
- Daily Operations
- Professional Development
- Access Control
- Communication
- General Public
- Procedures
- Powerpoint
About Company
Egis is a leading global architecture, consulting, construction engineering and operating firm. We work side by side with clients to build a more balanced, sustainable and resilient world.
