Role Summary
The Services Manager reports to the Chief Executive Officer. The overall purpose of this role is to provide strategic leadership, coordination, and oversight of all hospital support services, including catering, housekeeping, transport, security, cleaning, landscaping, farm operations, repairs & maintenance of biomedical equipment & infrastructure, and quality, compliance & feedback management. The role ensures these services are delivered seamlessly, safely, and efficiently to uphold operational excellence, promote a clean and secure healing environment, optimize resource utilization, and support the hospital's mission of providing high-quality patient care through effective service integration, compliance, and continuous improvement.
Key Responsibilities
1. Leadership, Administration & Planning
- Provide strategic leadership in planning, coordination, and implementation of departmental goals in alignment with the hospital’s mission and strategic plan.
- Participate in strategic decision-making forums and contribute to the hospital’s overall planning, risk management, and quality improvement initiatives.
- Develop and implement operational policies, procedures, and service standards to ensure efficiency, compliance, and alignment with best practices.
- Oversee staff performance management through setting clear targets, conducting regular appraisals, and implementing performance improvement plans where necessary.
- Promote a positive work culture that enhances teamwork, accountability, and continuous professional growth among staff.
- Support recruitment, onboarding, and training of new employees to build capacity and ensure competency in service delivery.
- Monitor departmental budgets, expenditure, and resource utilization, implementing measures to improve cost-effectiveness without compromising service quality.
- Approve staff shifts, rotas, and duty allocations to ensure optimal coverage and operational efficiency.
- Prepare and submit regular reports on service performance, challenges, and achievements to senior management.
2. Catering Services
- Oversee and manage all food and beverage stocks, ensuring proper storage, rotation, and inventory tracking to reduce wastage and maintain quality.
- Develop and regularly update patient and staff menus in consultation with finance, nutritionists, and medical teams to meet dietary requirements, cultural preferences, and hospital standards.
- Ensure catering operations are efficient, cost-effective, and compliant with hygiene, safety, and quality standards, including monitoring food preparation, preservation, and service.
- Approve catering budgets, monitor expenditures, and implement strategies to optimize resource use while maintaining high standards of service.
- Supervise catering staff, train on hygiene and service standards, and implement measures to enhance customer satisfaction.
3. Housekeeping Services
- Ensure wards, patient rooms, public areas, and guest house are maintained in a clean, safe, and orderly condition at all times.
- Monitor and manage linen supply, including procurement, cleaning, rotation, and distribution, ensuring accessibility and usability for patients and staff.
- Supervise housekeeping staff to provide responsive services, enforce hygiene standards, and maintain accommodation quality for patients and visitors.
- Conduct periodic inspections to assess service quality and implement corrective measures where necessary.
4. Transport Services
- Ensure hospital vehicles, including ambulances and service vehicles, are well-maintained, fully serviced, and roadworthy at all times.
- Oversee timely execution of scheduled and emergency trips, coordinating drivers and transport staff to meet hospital operational needs.
- Maintain transport records, monitor fuel and maintenance costs, and implement cost-saving measures without compromising service reliability.
5. Outsourced Services (Security, Cleaning, and Landscaping)
- Oversee outsourced security operations, ensuring compliance with contractual obligations and hospital policies.
- Monitor performance, alertness, and professional conduct of security personnel, ensuring a safe and secure environment for patients, staff, and visitors.
- Serve as the primary liaison between hospital management and security service providers coordinating audits, training, and incident responses.
- Ensure outsourced cleaning and landscaping services comply with hospital infection prevention, hygiene protocols, and contractual obligations.
- Conduct periodic inspections to monitor cleaning quality, waste disposal, and landscape maintenance, implementing corrective actions where necessary.
- Coordinate with contractors to address complaints, improve service standards, and ensure alignment with hospital operational goals.
6. Repairs & Maintenance of Hospital Equipment and Infrastructure
- Ensure all biomedical equipment are functional, properly calibrated, and serviced regularly according to preventive maintenance schedules.
- Coordinate timely repairs & maintenance of equipment, liaising with internal technicians and external vendors to minimize downtime.
- Train and retrain staff on correct use, safety procedures, and maintenance protocols for medical and support equipment.
- Develop and enforce equipment maintenance SOPs to ensure reliability, compliance, and safety.
- Oversee plumbing, electrical, carpentry, welding, and other artisan services, ensuring timely execution of repairs and maintenance to prevent service disruptions.
- Allocate resources, supervise artisan staff, and maintain records of completed works for accountability and planning.
- Coordinate with contractors and Clerk of Works for specialized or large-scale constructions and repairs, ensuring adherence to hospital safety and quality standards.
7. Quality, Compliance & Feedback Management
- Receive, analyze, and respond to feedback from patients, staff, and visitors to continuously improve support service delivery.
- Monitor overall quality of services, implement improvements, and ensure compliance with health, safety, and regulatory requirements.
- Develop, implement, and update SOPs for all support services to standardize operations, enhance efficiency, and ensure consistence.
- Perform any other responsibilities assigned to the jobholder by the supervisor from time to time.
Qualifications & Competencies
- Minimum of a Bachelor's Degree in Hospitality, Administration, or related fields from a recognized institution.
- A minimum of seven (7) years relevant experience in administration and provision of support services, three (3) of which must have been in a managerial capacity preferably in a hospital setting.
Desirable Attributes
- Sound knowledge of hospital support services, including catering, housekeeping, transport, cleaning, security, and facility management.
- Understanding of biomedical equipment, maintenance schedules, installation processes, and artisan works to ensure smooth operations.
- Proficiency in budgeting, cost control, and resource allocation to optimize departmental spending.
- Strong leadership and people management skills, able to motivate, mentor, coach, and offer supportive supervision to diverse teams effectively.
- High integrity, accountability, and ethical standards, ensuring transparency and professionalism in all activities.
- Strong problem-solving and decision-making abilities, especially during emergencies or operational disruptions.
- Adaptability and resilience, performing effectively under pressure and during rapid changes.
