Senior Quality and Service Delivery Specialist
Abu Dhabi, United Arab Emirates
Trending
Job Description
JOB SUMMARY
This position is responsible for inspecting and supervising the workplaces to ensure that the patients, guests and caregivers are protected. This position is also responsible for product quality, ensuring all products and procedures are in compliance with internal and external standards in dangerous or unsafe conditions.
Responsibilities
PRIMARY JOB DUTIES AND RESPONSIBILITIES
- Develops and implements processes, procedures and systems required to manage by Service Provider.
- Ensure Service Provider’s policy and procedures are approved as per CCAD document control process.
- Communicate the updated policy and procedures to the Service Provider.
- Ensure processes implemented by Service Provider are as per CCAD FSMS.
- Ensure Service Provider reduces the customer complaints in conjunction with the Food Services department.
- Audits & controls general kitchen hygiene conditions (food safety & hygiene production operations)
- Reports hazards and injuries to management and use outputs.
- Conducts regular check on analysis results of swabs, raw products and finished meals produced by service provider.
- Recommend changes in systems and procedures to increase efficiency and improve service levels.
- Coordinates inspections from outside audit agencies and other governing bodies.
- Ensure all records defined in CCAD FSMS are maintained by the Service Provider.
- Ensure Service Provider constructs processes and procedures to ensure product traceability for the final products produced and consumed.
- Create systems to monitor and control indicator of food quality assurance.
- Promotes continuous improvement programs in conjunction with production team.
- Perform regular checks during making process steps and online product analysis results during the production process to provide optimum safety level of finished meals.
- Takes decision in releasing / blocking raw and finished meals.
- Takes decisions in issues concerning safety & quality of the products.
- Participate in operations and other initiatives to improve quality and guide the overall process.
- Plan, coordinate, and oversee all internal and external audits for the Food Service department, ensuring compliance with international and local standards.
- Manage audits and inspections from regulatory and accreditation bodies, including but not limited to:
- Joint Commission International (JCI)
- Department of Health (DOH)
- Abu Dhabi Agriculture and Food Safety Authority (ADAFSA)
- SEHHI program requirements
- Food safety audits
- Government regulatory audits and other relevant authorities
- Ensure audit readiness for scheduled and unscheduled inspections, including preparation of documentation, evidence, and compliance reports.
- Address audit findings through corrective and preventive actions, ensuring timely resolution and continuous improvement.
- Serve as the primary liaison with auditors and governing authorities, maintaining strong communication and adherence to applicable standards and regulations.
- Audits quality assurance processes and systems to ensure corrective actions are taken with the set parameters.
- Ensure compliance with all licensing and certification requirements for the Food Service department.
- Responsible for monitoring, updating, and maintaining all departmental licenses and certificates, including those mandated by regulatory authorities.
- Ensure the Service Provider regularly reviews and renews all required licenses and certifications in accordance with local and international standards.
- Verify that documentation is accurate, current, and readily available for audits and inspections by governing bodies such as:
- Department of Health (DOH)
- Abu Dhabi Agriculture and Food Safety Authority (ADAFSA)
- SEHHI program
- Food safety regulatory agencies
- Coordinate with the Service Provider to implement processes that guarantee timely renewals and compliance with applicable laws and accreditation requirements.
- Act as the primary point of contact for regulatory authorities regarding licensing and certification matters, ensuring continuous adherence to standards and avoiding lapses that could impact operations.
- Serve as the primary liaison between Facilities Operations & Maintenance and the Food Services department.
- Act as the key point of contact for all matters requiring coordination between FoM and Food Services, ensuring seamless communication and collaboration.
- Facilitate alignment of operational requirements, maintenance schedules, and compliance with hygiene and safety standards within Food Service areas.
- Represent the Food Services department in discussions related to equipment and facility updates impacting food service operations.
- Serve as the designated point of contact for all food service-related projects, including planning, execution, and monitoring, ensuring projects meet quality, safety, and regulatory standards.
- Coordinate with internal stakeholders and external service providers to ensure timely completion of projects without disruption to patient care or hospitality services.
- Provide input on project specifications, timelines, and resource requirements to support operational efficiency and compliance.
- Oversee and manage Stewarding operations within the Food Service department.
- Ensure all stewarding activities comply with hygiene, sanitation, and food safety standards as per CCAD FSMS and regulatory requirements.
- Supervise and monitor cleaning and sanitation processes for kitchen equipment, utensils, and food preparation areas to maintain optimal hygiene conditions.
- Coordinate with the Service Provider to implement effective waste management, dishwashing, and deep-cleaning schedules for all food service areas.
- Develop and enforce standard operating procedures (SOPs) for stewarding operations, ensuring consistency and compliance with international best practices.
- Conduct regular inspections of stewarding areas to identify hazards, verify cleanliness, and ensure corrective actions are implemented promptly.
- Collaborate with Facilities Operations & Maintenance to address equipment maintenance and replacement needs related to stewarding functions.
- Promote continuous improvement initiatives in stewarding processes to enhance efficiency, reduce costs, and maintain high standards of cleanliness and safety.
- Oversee and ensure the Service Provider conducts all mandatory training programs required for compliance with CCAD Food Safety Management System (FSMS), hygiene, and regulatory standards.
- Develop and implement a structured training plan in collaboration with the Service Provider to cover critical areas such as food safety, sanitation, occupational health, and emergency procedures.
- Monitor and verify that all Service Provider staff complete mandatory training within specified timelines and maintain up-to-date certifications.
- Review and approve training materials to ensure alignment with CCAD policies, international best practices, and regulatory requirements.
- Conduct periodic audits of training records to confirm accuracy, completeness, and compliance with accreditation standards.
- Provide guidance and support to the Service Provider in organizing refresher courses and continuous education programs to maintain high standards of hygiene and food safety.
- Act as the point of contact for any training-related inquiries from regulatory bodies and ensure readiness for inspections that include staff competency assessments.
- Monitor and Report Misuse or Loss of Operating Equipment.
- Identify, track, and report any misuse, breakage, or loss of operating equipment by the Service Provider, ensuring corrective actions are implemented promptly.
- Ensure all operating equipment is maintained in good working condition and suitable for use in operations, coordinating preventive maintenance and timely repairs with FoM and the Service Provider.
- Ensure the Service Provider maintains accurate inventory records.
Qualifications
QUALIFICATION & EXPERIENCE REQUIREMENTS
ESSENTIAL PREFERRED
Education
Bachelor’s degreein Occupational Health, Quality Assurance or equivalent is mandatory
Postgraduate degree / diploma in Occupational Health, Quality Assurance is desirable but not essential
Experience
- Minimum of 7 years’ professional experience in hospitality / food and beverage industry
- UAE and/or regional experience is preferred.
- Certification in Food Service / Nutrition, or equivalent is preferred.
- Abu Dhabi Occupational Safety and Health System (ADOSH) Practitioner
- Integrated Management System Auditor
- Ability to speak and write in Arabic is preferred
- Food Service experience in a healthcare setting is preferred
Certification and Licensure
- Advanced Hygiene certification is required.
Nil
Professional Membership Nil Nil
Job Specific Skills and Abilities
- Knowledgeable in hospital kitchen operation or similar environment
About Us
Cleveland Clinic Abu Dhabi is a unique and unparalleled extension of US-based Cleveland Clinic’s model of care, specifically designed to address a range of complex and critical care requirements unique to the residents and communities of the United Arab Emirates. Cleveland Clinic Abu Dhabi is composed of 15 institutes designed to put Patients First and align with the region’s specific healthcare needs. In all, more than 50 medical and surgical specialties are represented at Cleveland Clinic Abu Dhabi and are integrated to offer coordinated, multidisciplinary care for adult patients.
The facilities at Cleveland Clinic Abu Dhabi combine state-of-the-art amenities and world-class service standards. The hospital is a 364 (expandable to 490) bed facility, with five clinical floors, three diagnostic and treatment levels, and 13 floors of critical and acute inpatient units. It is a physician-led medical facility served by Western-trained, North American/European board certified (or equivalent) physicians, licensed by the Department of Health - Abu Dhabi. Cleveland Clinic Abu Dhabi provides patients in the region direct access to the world’s best healthcare providers and Cleveland Clinic’s unique model of care, reducing their need to travel abroad for treatment.
Job Info
- Job Identification 202
- Locations 59 Hamouda Bin Ali Al Dhaheri St , Abu Dhabi, , AE
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