Senior Manager-Housekeeping Services-General Services

JOB DESCRIPTION

To lead, manage, and continuously enhance all outsourced environmental and support services across SSMC, ensuring delivery of world‑class, safe, efficient, and patient‑centered operations. The role is accountable for maintaining a five‑star healthcare hospitality environment, driving service excellence, regulatory compliance, sustainability, and operational performance aligned with SSMC’s vision.

• Oversee the delivery of all outsourced services, including housekeeping, laundry, portering, customer service, pest control, façade cleaning, travel services, and waste management.
• Drive a luxury, five‑star hospitality standard across all facilities, ensuring superior cleanliness, presentation, and ambiance.
• Develop strong vendor partnerships and ensure effective contract execution aligned with KPIs and SLAs.
• Conduct regular inspections and audits to ensure consistent operational excellence.
• Ensure compliance with OSH standards and all regulatory requirements (ADOSH, DOH, JCI, EAD).
• Lead sustainability initiatives focusing on waste reduction, resource efficiency, and environmentally responsible practices.
• Utilize performance data and customer feedback to drive service improvements.
• Ensure effective service recovery mechanisms and rapid resolution of operational issues.
• Support contract lifecycle management including tendering, evaluation, and mobilization.
• Collaborate with internal stakeholders to support patient care and enhance experience.

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

• 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.
• Drive initiatives to enhance patient, visitors, and staff experience through improved environmental standards.
• Ensure vendor workforce is adequately trained in safety, customer service, and hospitality standards.
• Implement innovation and best practices to enhance efficiency and service excellence.
• Represent the department in audits, inspections, and accreditation processes.
• Develop and implement performance dashboards and reporting mechanisms for informed decision‑making.

• Required: Bachelor’s Degree in Hospitality Management, Facilities Management, Business Administration, or a related field.

• Master’s Degree (MBA or relevant discipline) is preferred.
• Experience with in healthcare or luxury hospitality environments is highly preferred.

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.

N.A.