Location

Qiddiya Workers Villages, Riyadh, Saudi Arabia

Position Summary

The Manager - Housing Services leads the day-to-day management and governance of Housing Office & Key Control operations within the Qiddiya Workers Villages, ensuring accurate resident records, smooth check-in/check-out, allocation control, helpdesk resolution, and coordination with key operational stakeholders. The role ensures high service quality, compliance, and audit-ready data integrity.

Key Purpose of the Role

To deliver a reliable, resident-focused Housing Office function that safeguards occupancy accuracy, supports operational continuity, and enables compliant, efficient accommodation services across all Workers Villages.

Key Responsibilities

Manage Housing Office operations (resident registration, allocations, transfers, check-in/check-out, and resident support) Ensure data accuracy in accommodation systems, including occupancy, eligibility, and resident master data governance Lead key control governance in coordination with the Key Control Supervisor, ensuring physical and system controls are enforced Coordinate with Facilities Management, Security, HSE, and service providers to resolve resident issues and operational escalations Establish and maintain SOPs, workflows, KPIs, and reporting for housing operations and resident services Support audits, investigations, and compliance reviews, ensuring records are complete, traceable, and audit-ready Manage Housing Office staffing, training, rosters, and performance management Oversee the Key Control Office function, ensuring secure issuance, custody, tracking, and reconciliation of all accommodation and critical area keys and access devices Define and enforce key control governance, authorization matrices, SOPs, and segregation of duties for access administration Ensure accurate and audit-ready key registers, system logs, and reconciliation reports are maintained at all times Coordinate with Security and Facilities Management on access rights, lock changes, lost keys, and security incidents related to access control Review key control KPIs, incident trends, and non-conformances, and lead corrective and preventive actions

Key Deliverables & Accountabilities

Accurate, up-to-date resident and occupancy records across all villages Efficient resident service delivery with defined SLAs and escalation pathways Implemented and maintained Housing Office SOPs and controls (including key control governance) Monthly KPI and performance reports with corrective action tracking Audit-ready resident files and system logs

KPIs / Performance Metrics

Resident satisfaction (Housing Office services) Allocation and occupancy data accuracy rate Average resolution time for resident requests/complaints Check-in/check-out processing time and compliance rate Audit non-conformance rate for housing records

Required Qualifications & Certifications

Bachelor's degree in a relevant field (Hospitality Management, Facilities Management, Business Administration, or related) Professional certifications relevant to the role are preferred (e.g., NEBOSH/IOSH, ISO Lead Auditor, IFMA, CIPS, etc.)

Experience Requirements

Minimum 6 years of experience in housing operations, hospitality, camps, or large-scale residential services At least 3 years in a supervisory/managerial role Experience managing resident data systems and service processes in high-volume environments

Technical & Professional Competencies

Housing operations management and resident service workflows Data governance, documentation control, and audit readiness KPI design, reporting, and performance management Stakeholder coordination and issue escalation management Basic contract and vendor coordination (as applicable)

Behavioral Competencies

Leadership and accountability Stakeholder engagement and collaboration Decision-making under pressureintegrity and professionalism Continuous improvement mindset

Authority & Decision-Making Limits

Authorize operational decisions for housing allocations and process controls within delegated authority Approve corrective actions for housing data discrepancies and service failures Escalate critical incidents, high-risk cases, or compliance breaches to senior leadership

Interfaces

Internal: Senior Manager - Residential Services, Facilities Management, Security, HSE, Quality, Finance, PMO, and Workers Villages operations teams External: Client representatives, contractors/service providers (as applicable), and regulatory stakeholders when required

Health, Safety & Compliance Obligations

Ensure full compliance with Qiddiya HSE policies and Saudi regulatory requirements Promote a safety-first culture across teams and service providers Ensure staff and contractors adhere to safety and quality standards