Senior Manager-Housekeeping Services-General Services

Role Overview

Senior Manager – Housekeeping Services – General Services at Sheikh Shakhbout Medical City (SSMC) in Abu Dhabi. This role leads, manages, and continuously enhances all outsourced environmental and support services across SSMC, ensuring delivery of world-class, safe, efficient, and patient-centered operations while maintaining a five-star healthcare hospitality environment.

Role Purpose

To oversee the complete delivery of outsourced environmental and support services, driving service excellence, regulatory compliance, sustainability, and operational performance aligned with SSMC's vision. The role is accountable for maintaining premium facility standards, managing vendor partnerships, and ensuring patient-centered operations across a complex healthcare environment.

Key Responsibilities

Service Delivery & Operations

• Oversee delivery of all outsourced services including housekeeping, laundry, portering, customer service, pest control, façade cleaning, travel services, and waste management.
• Lead and monitor all support service contracts ensuring optimal performance and continuous improvement.
• Maintain high visibility through daily operational walkthroughs and leadership engagement.
• Oversee waste management operations ensuring strict adherence to environmental and infection control requirements.

Standards & Performance

• Drive a luxury, five-star hospitality standard across all facilities, ensuring superior cleanliness, presentation, and ambiance.
• Conduct regular inspections and audits to ensure consistent operational excellence.
• Develop and implement performance dashboards and reporting mechanisms for informed decision-making.
• Utilize performance data and customer feedback to drive service improvements.

Vendor & Contract Management

• Develop strong vendor partnerships and ensure effective contract execution aligned with KPIs and SLAs.
• Support contract lifecycle management including tendering, evaluation, and mobilization.
• Ensure vendor workforce is adequately trained in safety, customer service, and hospitality standards.

Compliance & Safety

• Ensure compliance with OSH standards and all regulatory requirements including ADOSH, DOH, JCI, and EAD.
• Represent the department in audits, inspections, and accreditation processes.

Sustainability & Innovation

• Lead sustainability initiatives focusing on waste reduction, resource efficiency, and environmentally responsible practices.
• Implement innovation and best practices to enhance efficiency and service excellence.

Stakeholder Engagement

• Collaborate with internal stakeholders to support patient care and enhance experience.
• Drive initiatives to enhance patient, visitor, and staff experience through improved environmental standards.
• Ensure effective service recovery mechanisms and rapid resolution of operational issues.

Qualifications & Experience

Required

• Bachelor's Degree in Hospitality Management, Facilities Management, Business Administration, or a related field.
• Minimum 10–15 years of progressive experience in facilities management, hospitality, or environmental services.
• Proven experience managing contracts, vendors, and multi-service operations in a complex environment.
• At least 5–7 years in a leadership role managing large-scale outsourced services.

Desired

• Master's Degree (MBA or relevant discipline).
• Experience within healthcare or luxury hospitality environments.

Additional Information

• Accountable for quality, safety, and efficiency of all outsourced environmental and support services.
• Accountable for vendor performance, contract compliance, and service delivery outcomes.
• Accountable for ensuring regulatory compliance, audit readiness, and accreditation standards.
• Accountable for maintaining a premium facility environment aligned with five-star healthcare standards.
• Accountable for financial performance, cost control, and value optimization of service contracts.
• Accountable for sustainability performance across waste, energy, and resource usage.