Director of Support Services Operations

Advocate Health; Milwaukee (WI); On-site; USD 120,000 - 180,000; Full time

Job summary

Advocate Health in Milwaukee seeks an experienced senior leader to direct Environmental Services, Linen, and Food & Nutrition Services across the market. You will drive consistency, set SLAs and KPIs, and partner with contracted leaders to optimize service delivery.

The role requires a Bachelor’s in business or healthcare administration and 7+ years in healthcare management, with 3+ years leading large matrixed teams. Travel and cross-functional collaboration are essential.

Qualifications

• Seven or more years of experience in a large healthcare environment in a management role.
• Three or more years leading large, matrixed teams.
• Ability to lead diverse teams and influence in a complex org.
• Strong communication and financial acumen.
• Experience with facilities, vendor management, and contract relations.

Responsibilities

• Provide operational leadership for EVS, Linen, and Food & Nutrition Services in the market.
• Develop SLAs, KPIs, and quality metrics; perform root cause analysis.
• Serve as liaison for contracted service line leadership; oversee contract compliance.
• Foster accountability, safety, and training across leaders.
• Manage budgets and collaborate on financial planning with leadership.
• Ensure compliance with policies and regulatory readiness.

Skills

Leadership

Communication

Financial analysis

Vendor management

Contract management

Operations excellence

Education

Bachelor’s Degree in Business Administration/Healthcare Administration

Master’s Degree preferred

Tools

Excel

Scheduling tools

Accounting spreadsheets

Job description

Major Responsibilities:

• Provide operational leadership for Environmental Services (EVS), Linen, and Food & Nutrition Services within the assigned market, collaborating with Managers of Support Services to drive consistency, best practices, and operational synergies.
• Create and oversee service level agreements (SLAs), key performance indicators (KPIs), and quality metrics to ensure market‑level performance targets are achieved; lead root cause analysis when performance gaps are identified.
• Serve as the primary operational liaison for contracted service line leadership in the assigned market, overseeing contract compliance and facilitating quarterly business reviews (QBRs) and service optimization initiatives.
• Foster a culture of accountability, engagement, service excellence, and safety, ensuring contracted leaders are properly trained and equipped to uphold Advocate Health standards.
• Operate effectively within a highly matrixed reporting structure, collaborating with clinical, facility, market, and area leadership to achieve financial and operational goals.
• Maintain and implement policies, procedures, and documentation aligned with Advocate Health guidelines, ensuring continuous readiness for regulatory surveys.
• Act as the primary point of escalation for service issues within assigned support service lines across the market.
• Select, coach, and develop leaders and teams by setting objectives aligned with organizational strategy; manage talent through performance management, succession planning, and professional development.
• Develop and recommend operating and capital budgets, control expenditures within approved objectives, and coordinate financial planning with contracted leadership as appropriate.
• Ensure adherence to the organization’s Code of Ethical Conduct and confirm that all people practices and operational actions comply with applicable policies, regulations, and laws.

Licensure, Registration, and/or Certification Required:

None Required.

Education Required:

Bachelor’s Degree in Business Administration, Healthcare Administration, or a related field.

Experience Required:

• Seven (7) or more years of experience in a large healthcare environment in a management role.
• Three (3) or more years of experience leading large, highly matrixed teams.

Knowledge, Skills & Abilities Required:

• Ability to lead large, diverse teams through influence in a complex organizational environment.
• Strong oral and written communication skills, including the ability to build effective teams and partnerships.
• Strong proficiency with computer word processing, scheduling tools, and accounting or financial spreadsheets.
• Demonstrated ability to lead and operate effectively within a highly matrixed organizational structure.
• Expert knowledge of facilities management and vendor management practices.
• Expert understanding of contractual employment and service‑line relationships.

Physical Requirements and Working Conditions:

• Position requires regular travel and exposure to varying weather and road conditions.
• Operates equipment necessary to perform job duties.
• Work is primarily performed in a normal office environment.

Preferred Licensure, Registration, and/or Certification:

None Specified.

Preferred Education:

Master’s Degree in a related field.

Preferred Experience:

None Specified.

Preferred Knowledge, Skills & Abilities:

None Specified.

DISCLAIMER

All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position. Employees must follow any other job‑related instructions and perform any other job‑related duties requested by their leaders.