SLA (Service Level Agreement) Officer

Responsible for assisting the Officer and Senior Officer in controlling the activities of service contractors e.g. catering, laundry, housekeeping, security etc for the facility.

Bachelor’s or equivalent in relevant field operations management, TQM, Commerce

5 years of relevant experience of manaing support services contract and financials in a clinical setup

Responsible for day to day operations of the general services functions and ensuring that all operations are within the framework of SEHA policies and procedures

Fully understands all support services scope of work and service level agreement Terms & Conditions.

Ensures that all scopes of work as stated in all service level agreements (SLA) for entire support services are delivered according to specifications.

Collaborates with the Service Provider’s senior management and stakeholders in establishing service level agreement that is parallel with hospital business concept and maintains the integrity of the organization.

Drafts service level agreement structure includes service levels, scope, options and performance measures (KPI) based on business needs.

Carries out regular reviews and prepares list of issues, investigates root causes of performance gaps and partner with Director, Support Services to propose corrective actions.

Provide statistical analysis, identify specific key drivers of patient, guest and caregiver satisfaction and communicate results to Director Support Services.

Plan, organize and facilitate service level agreement compliance review.

Actively tracks, analyzes and reports Service Provider performance levels in comparison to key performance indicator (KPI) and agreed minimum quality standard.

Partners with the leaders, Support Services, in creating/updating SOPs, procedures, guidelines and carry out regular reviews and reports to ensure that these are implemented on a continuous basis.

Pay: AED6,800.00 - AED10,000.00 per month