Head of Support Services

Job Description

Job Purpose:

This position is with Khalifa University in partnership with a leading government entity. The Head of General Support Services (GSS) leads and oversees all GSS functions (Finance, Legal, Procurement, IT, Logistics, Communications, and Academic partner personnel admin) to ensure integrated, timely, and compliant support to Academic Partners in line with the Academic Operating Model. The role defines and manages GSS processes, interfaces, and performance, enforces internal controls and policy adherence, and allocates resources to meet operational priorities while fostering cross-functional collaboration and continuous improvement.

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