Support Services Manager

Mediclinic Al Ain Hospital; Al Ain; On-site; AED 250,000 - 350,000; Full time

Job summary

A leading healthcare provider in Al Ain seeks a Support Services Manager. This role focuses on transforming patient experiences through operational excellence and cost management. Candidates should have extensive experience in hospitality or hotel operations, possessing strong leadership skills and a commitment to service excellence.

Qualifications

• 7+ years of experience in hospitality or hotel operations, with 2 years in a leadership role.
• Strong understanding of service excellence and quality assurance.
• Experience working with outsourced vendors.

Responsibilities

• Lead evolution of support services into a hospitality-driven experience.
• Oversee day-to-day operations of support functions.
• Ensure robust quality, compliance, and audit readiness.

Skills

Service excellence

Guest experience

Quality assurance

Job description

Delivering service excellence, elevating patient experience, and driving service consistency across our hospital cluster.

KEY RESPONSIBILITY AREAS

Transforming the Experience :

• Lead the evolution of our support services into a seamless, hospitality-driven experience for patients, visitors, and staff.
• Work closely with the team to improve Net Promoter Score by embedding a customer-centric service culture across the cluster.

Operational Excellence & Oversight :

• Oversee day-to-day operations of all support functions including housekeeping, catering, patient transport, reception, and maintenance support.
• Anticipate issues before they arise—ensuring proactive action and minimal disruption.
• Coordinate closely with third-party service providers to uphold world-class service levels and quality standards.
• Manage support services contracts, performance reviews, and SLAs to ensure seamless collaboration and accountability.

Governance & Reporting :

• Maintain robust quality, compliance, and audit readiness in alignment with hospital standards.
• Provide regular reports on performance metrics, budgets, and improvement areas.

Cost Management :

• Ensure cost-effective service delivery through vigilant budget control and resource optimization without compromising quality.
• Lead, motivate, and develop the support services team to perform with excellence, empathy, and agility.

REQUIRED EDUCATION

REQUIRED EXPERIENCE

• 7+ years of experience ideally inhospitality or hotel operations, with at least 2 in a leadership role overseeing support services.
• Strong understanding of service excellence, guest experience, and quality assurance.
• Experience working with or managing outsourced vendors
• Background in healthcare is a plus—but a hospitality mindset is a must