Manager of Support Services & Operations

SUMMARY

The Manager of Support Services & Operations is responsible for the leadership, coordination, and continuous improvement of St. Vincent Family Services' support service operations, including Food Services, Environmental Services (EVS), Security, Purchasing, Vendor Management, and Agency Support Services.

The position ensures that contracted and internal services are delivered safely, efficiently, and cost-effectively while maintaining compliance with applicable regulatory standards.

This position serves as the operational partner to the Director of Facilities and Support Services and provides leadership for support services, emergency preparedness, capital project coordination, and day-to-day operational problem solving to ensure agency facilities effectively support clinical and residential operations.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Contributes to creating a welcoming and inclusive environment for our clients, colleagues and community partners from diverse backgrounds and experiences.
• Integrates principles of Trauma Informed Care in all aspects of work.
• Is sensitive to the children’s culture and socioeconomic characteristics that delivers the best possible care to the youth and families served.
• Provides oversight of the Food Services / Dietary function to ensure high-quality, nutritious meals prepared and served in a safe, hygienic, and regulatory-compliant manner. Manages staff and operations to meet client and program needs and pursues continuous improvement opportunities.
• Ensures compliance with all applicable FDA Food Code, ODH, and licensing requirements, including food safety, sanitation, and documentation standards.
• Manages the Agency's contracted Environmental Services (EVS) to ensure the facility is kept in a hygienic, sanitary condition responsive to the needs of internal staff and external clients.
• Manages the Agency's contracted Security services, with focus on off-hours awareness and monitoring of personnel and physical spaces, and on identifying and escalating incidents outside the norm. Coordinates with the Director of Facilities and Support Services to address high-risk needs (fire, natural disasters, and other anticipated threats).
• Oversees vendor performance across food service, environmental services, security, waste management, pest control, uniforms, and other contracted operational services.
• Defines, monitors, and enforces vendor scopes of work, service-level agreements (SLAs), and key performance indicators; conducts regular performance reviews; and manages escalations, corrective actions, renewals, and competitive bidding.
• Participates in vendor selection, RFPs, contract negotiations, and annual contract reviews.
• Manages the Agency's Purchasing function in a compliant, efficient, and cost-effective manner, continuously reviewing the vendor base, partners, and processes to ensure quality, cost-effective products and services.
• Develops, monitors, and reports on operational budgets, expenditures, and performance metrics; reviews and approves invoices and contract expenditures against contracted terms.
• Identifies opportunities for operational cost savings while maintaining service quality.
• Provides hands-on support to the Plant Operations / Facilities function, including preventive maintenance, work-order response, building systems, grounds, and general upkeep of Agency physical spaces.
• Assists with facility inspections, preventive maintenance planning, work-order prioritization, contractor coordination, and capital improvement projects.
• Acts as backup to the Director of Facilities and Support Services and provides operational leadership during absences, maintaining sufficient working knowledge of facility systems, building operations, and support service functions to ensure continuity of operations.
• Participates in Emergency Operations Planning and coordinates operational response during facility emergencies, weather events, utility disruptions, and other incidents.
• Assists with business continuity planning.
• Assists in maintaining regulatory compliance with accreditation bodies and state and local safety requirements, and participates in Environment of Care rounds and corrective action planning.
• Responds to emergency and occasional off-hours situations as needed, in addition to standard business operating hours.
• Works closely with the Executive Team to understand and improve Agency operations and to ensure internal services appropriately support clinical functions.
• Continuously reviews Agency activities for safety, efficiency, effectiveness, and regulatory compliance, adjusting processes and procedures as required.
• Supports Agency-wide events and operational logistics as assigned.
• Plays a significant role in long-term planning, including initiatives geared toward operational excellence.
• Balances internal versus external (contracted) resources to optimize service quality and financial resources.
• Performs all other duties as required.

SUPERVISORY RESPONSIBILITIES

Oversight and/or day-to-day supervision of staff in the following functions: Dietary Services, Purchasing, Housekeeping and Security.

EDUCATION &/OR EXPERIENCE

• Bachelor’s degree or equivalent years of work experience.
• Five years progressively responsible operations management experience, preferably within healthcare, behavioral health, residential treatment, education, hospitality, or multi-site operations.
• Project Management or Resource management skills or direct experience is a strong plus.
• Direct facilities management or understanding of facility management is a strong plus as well as OSHA familiarity.

Language Skills: Ability to work effectively in a culturally diverse work groups. Oral and written communication skills, strong interpersonal skills, and superior organizational abilities. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulation. Ability to write reports, correspondences, and procedure manuals.

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Excellent communication, presentation and facilitation skills.

Mathematical Skills: Strong mathematical skills

Technical Skills

High level of computer literacy to include proficiency in all MS Office products (i.e., Word, Access, Excel, PowerPoint, etc.). Quality orientation and high attention to detail. The ability to develop and document procedures.

Reasoning Ability: Must have experience with and demonstrate the ability to be a change agent, influencing others at all levels of the organization. Must understand typical resistance to change and how to overcome it. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to work under tight deadlines and handle multiple/detail-oriented tasks.

Strong business acumen, judgement, and maturity with the ability to differentiate strategic vs. non-strategic opportunities. Ability to take initiative, to maintain confidentiality, to meet deadlines, and to work in a team environment essential.