Manager, Support Services, Food Operations

Detailed Overview:
Reporting to the Regional Director and/or Regional Manager, Food Operations, the Manager is responsible and accountable for all aspects of the planning, organizing and directing management and staff and activities of food operations for designated site(s), that may include facilities of Vancouver Coastal Health, Providence Health Care, Provincial Health Service Authority and Fraser Health (reference as Lower Mainland Business Initiatives and Support Services (BISS)). In addition, he/she is responsible for monitoring the performance of contracted support services and customer service management. However, the primarily responsibility will be for Fraser sites as assigned with in-house food operations. The Manager is also responsible and accountable for developing, implementing and understanding BISS policies and service standards, creating and leading key operational projects (as assigned) and supporting other colleagues with similar responsibilities. May lead health authority and provincial food policy committees and working groups as required.

The Manager may be responsible for leading and supporting food service functional program plans for new builds and redevelopments (within the health authority's template and framework approach) for their facilities/sites. Together with colleagues of Contract & Operational Services team and the Regional Director/Regional Manager, the Manager is responsible for building and maintaining exceptional customer and operational service provider relations that deliver consistent performance to commonly required standards. The Manager anticipates changes at their designated site/facilities that impact services, and plans and implements mitigating strategies. As a member of the leadership team, the incumbent is expected to participate in a respectful and productive manner, provide and accept thoughtful counsel and advice, and fully support decisions made by this team.

**Responsibilities**:

- Plans, develops, implements and evaluates short and long range goals and objectives and operational opportunities in support of the identified strategic directions of the department and organization as a whole including new builds and redevelopment of site/facilities with a patient/resident focused approach.
- Responsible for overseeing the sites operational and capital budgets, understanding and achieving the financial objectives, monitoring and regularly reporting on performance and recommending and implementing remedial strategies.
- Actively pursues improved quality of services by planning, implementing and verifying improvements in key processes. Identifies areas of improvement, provides technical advice and coordinates problem resolution.
- Manages service provider and in-house service performance utilizing Key Performance Indicators and other information, identifies variances and implements corrective action. Prepares and works with BISS leadership in preparation and validation of scope changes following established guidelines and processes.
- Participates in the regional planning process for the portfolio, consults and negotiates with internal user departments and external stakeholders as required to facilitate consensus, and to ensure a fully integrated, high quality, and cost effective service is provided.
- Working with the Regional Director/Regional Manager, Food Operations, and the Food Services Leadership Team, implements initiatives to enhance food service standardization, quality, productivity and innovative service delivery.
- Partners with the Manager, Dietitian Services to foster a cohesive relationship with clinical services to ensure department and clinical operations priorities are effectively managed within a patient/resident centred model of care.
- Works with/liaises colleagues of the BISS teams to expand and promote initiatives throughout Lower Mainland organizations.
- Develops and maintains a general knowledge of pertinent service provider contracts, particularly of service performance requirements.
- Provides leadership and support to all members of the team and motivates them towards the attainment of the departmental goals; recommends changes to organizational structures to reflect evolving needs and is responsible to ensure and support an on-going system for measuring performance.
- Promotes and facilitates excellence in communication in keeping with customer service philosophy and good business practices.
- Responds to and resolves service related problems within the portfolio and seeks guidance from Subject Matter Expert colleagues as needed for other non-food services and retail services.
- Initiatives being lead will comply with BISS project management processes with an emphasis on timely completion to the schedule commitment.
- Participates on various committees, teams and task groups; as requested representing the Lower Mainland committees at the local, regional and/or provincial level.
- Ensures that the Regional Director and other