Head of Support Services at Smart Partners

Location: Mainland, Lagos

Job Purpose

• The Head of Support Services is responsible for ensuring the smooth, efficient, and compliant operation of organization’s support functions that underpin all programmatic delivery.
• The role provides strategic leadership and oversight for human resources, procurement, logistics, administration, ICT, and facility management, ensuring that systems, policies, and procedures align with ISO 9001:2015 quality standards, donor requirements, and organizational sustainability goals.
• The position drives operational excellence through process improvement, cost optimization, and efficient service delivery across all departments.

Key Responsibilities
Strategic Leadership & Systems Oversight:

• Lead the development, review, and implementation of operational policies, manuals, and SOPs across all support units.
• Ensure alignment of all support systems with ISO 9001:2015, OrganizationQuality Objectives, and donor compliance frameworks.
• Provide guidance to unit heads on performance management, cost control, and efficiency metrics.

Human Resources & Organizational Development:

• Oversee staff recruitment, onboarding, performance management, and career development.
• Supervise HR policy implementation and ensure compliance with labor laws and safeguarding standards.
• Promote a culture of accountability, learning, and wellbeing across the organization.

Procurement, Logistics & Supply Chain Management:

• Ensure transparent, timely, and compliant procurement and logistics processes in accordance with donor and internal policies.
• Oversee vendor management, contract administration, and inventory control systems.
• Support the integration of ERPNext and other digital tools for real-time procurement tracking.

Administration, Facilities & Asset Management:

• Manage facilities, vehicles, and assets, ensuring preventive maintenance, cost recovery, and insurance compliance.
• Implement the Fleet Cost Recovery Matrix and internal SLA models for shared assets and utilities.
• Maintain secure and efficient administrative services across all Organizationoffices.

Information & Communication Technology:

• Oversee IT infrastructure, cybersecurity, and data protection systems.
• Champion digital transformation initiatives including ERPNext optimization, EmpMonitor, and automated workflows.
• Ensure compliance with the organizational Data Protection and BYOD policies.

Governance, Compliance & Reporting:

• Produce quarterly Support Services performance reports for management and the Board.
• Ensure that all vendor, HR, and administrative records meet audit and donor documentation standards.
• Lead risk assessments and ensure adherence to internal control mechanisms.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Management, or related field; Master’s degree preferred.
• Minimum of 10 years’ experience in operations, HR, or administration within an NGO or development context.
• Proven leadership in managing cross-functional teams and donor-funded environments.
• Familiarity with ERP systems, ISO standards, and donor regulations (USAID, END Fund, WHO, FCDO, etc.).
• Strong analytical, communication, and stakeholder management skills.

Supervises:

• Procurement, Warehousing & Logistics Unit
• People & Culture (HR) Unit
• Administration & Facilities Unit
• ICT, Security, and Fleet Management Units.