Head of Support Services

Job Purpose

Key Roles & Responsibilities

• Provide strategic leadership to the General Support Services function operations and functional delivery aligned with the Academic Operating Model
• Establish GSS operations plans, service delivery levels, procedures, and Academic partners interfaces with MP aligned to the organization
• Foster a culture that promotes collaboration and innovation within the function
• Ensure that all enabling operations effectively contribute to institutional readiness and compliance standards
• Oversee the effective delivery of GSS services to Academic Partners, ensuring adherence to agreed service levels, timelines, and compliance standards.
• Promote a collaborative working relationship with Academic partners on GSS related functions to enable the effective delivery of the Academic Operating Model
• Manage coordination with finance/procurement/legal/IT/communications/personnel admin via section FTEs; engage personally on escalations and decisions
• Ensure clear definition of roles, responsibilities, procedures, and operational interfaces for all GSS FTEs.
• Direct FTEs to coordinate with Academic partner counterparts on GSS-related functions per agreed requirements and timelines
• Enforce internal controls and adherence to policies
• Ensure FTEs issue requests, track submissions, validate completeness, and manage corrections through the Academic partner Coordination Office
• Oversee logistics, facilities, and IT dependencies impacting multiple sections, ensuring seamless operational integration.
• Assign work, manage performance, and balance workload across GSS FTEs
• Allocate and reallocate resources strategically to address urgent operational requirements and shifting institutional priorities.
• Review and consolidate section-wide status reports (progress, blockers, decisions) and submit updates to the Executive Director
• Allocate resources to urgent operational needs to ensure timely response
• Adhere to the University's information security and confidentiality policies and procedures, and report breaches or other security risks accordingly
• Coordinate with other departments to facilitate the accomplishment of tasks and responsibilities, as and when needed
• Demonstrate a strong commitment and practice to maintaining a safe and healthy work environment.
• Perform any other tasks assigned by the Line Manager.
• Provide coaching, guidance and mentoring as required to enhance the internal capabilities of the team and ensure the achievement of established objectives and plans.
• Recommend appropriate training courses as per the pre-determined training needs, evaluate their effectiveness, and monitor their results.
• Carry out performance appraisals for subordinates according to planned schedules and recommend necessary actions as per the applied practices.
• Conduct periodic meetings with subordinates to ensure that priorities are clear and workflow is running smoothly.
• Follow-up on employees' administrative affairs such as vacations, leaves and other administrative and related affairs.

Qualifications & Experience

• Bachelor degree (Masters preferred) in / Education / Business Administration, or related field.
• Strong understanding of higher education governance, compliance, academic and research environments, and current trends.
• A minimum 12 years of relevant experience