Service Delivery Lead – Itil-Driven Ops & Transition

Trapeze Group; Sydney; On-site; AUD 110,000 - 130,000; Full time

Benefits offered by this job

Hybrid working

Work Life Leave

Career growth opportunities

Job summary

Healthcare Australia (HCA) is seeking a Service Delivery Team Lead for our Sydney-based home care service. You will lead a team of Support Workers in the field, coaching, mentoring and ensuring high-quality client care.

This hands-on leadership role focuses on client relationships, workforce planning, and collaboration with Care Managers and recruitment teams to deliver safe, compassionate services across the service area.

Qualifications

• Experience coaching, mentoring and developing staff.
• Strong understanding of frontline care and vulnerable clients.
• Ability to manage client concerns and difficult conversations.
• Excellent relationship-building and communication skills.
• Ability to manage multiple priorities in a busy environment.
• Comfort working with multiple stakeholders and teams.
• Current driver's license and willingness to travel across the service area.

Responsibilities

• Lead & develop: Coach, mentor and support Support Workers through onboarding and field visits.
• Deliver great client outcomes: Build client relationships and respond to concerns.
• Coordinate the workforce: Work with Rostering and Recruitment to manage availability and shifts.
• Drive improvement: Identify opportunities to improve service delivery and client experience.
• Collaborate: Partner with Care Managers and the wider HCA team to resolve problems.

Skills

Coaching & mentoring

Staff development

Frontline care understanding

Client relationship management

Communication skills

Multitasking

Stakeholder collaboration

Driver's license

Willingness to travel

Job description

Service Delivery Team Lead (Home Care / Aged Care Support Workers)

Homecareis carethat comes to you. With HCA’s home care services, you canmaintainyour independence in your own home for longer. Whether you need a little help around the house or care for more complex lifestyle needs, our in-home care specialists are experts at developing personalised care plans that meet your unique needs.

At Healthcare Australia (HCA), we are united by a shared commitment: to be a valued partner to our clients and provide a strong sense of purpose for our staff. As Australia's largest specialist healthcare workforce provider, we connect exceptional talent with meaningful opportunities, driving excellence across the healthcare sector. At HCA, this is where care begins.

Job Description

Are you a Team Leader from with aged care and support worker experience? Healthcare Australia (HCA) is looking for an exceptional Service Delivery Lead who knows how to build great teams and deliver outstanding outcomes for clients.

This is a hands‑on people leadership role where you will lead a team of Support Workers across a broad Sydney service area. You’ll be out in the field, coaching and mentoring your team, supporting client relationships, managing service issues and working closely with Recruitment, Rostering and our broader Homecare team to make sure we have the right people delivering the right support. Day to day you will:

• Lead & develop: Coach, mentor and support Support Workers through onboarding, training, field visits, reviews and ongoing development.
• Deliver great client outcomes: Build strong client relationships, respond to concerns and complaints, and ensure services are delivered safely and to a high standard.
• Coordinate the workforce: Work with Rostering and Recruitment to manage availability, fill shifts, support workforce planning and strengthen retention.
• Drive improvement: Identify opportunities to improve the workforce and client experience, service delivery and ways of working.
• Collaborate: Partner with Care Managers, Recruitment, Rostering and the wider HCA team to solve problems and deliver excellent service.

Let’s talk about you!

If you’re an energetic, solutions-focused leader who enjoys being close to your team and wants the opportunity to reshape and strengthen a workforce, this could be your next career move. We are looking for an experienced people leader who understands frontline care and brings the following skills:

• Experience coaching, mentoring and developing staff.
• A strong understanding of the realities of frontline care and supporting vulnerable clients.
• Confidence managing client concerns, complaints and difficult conversations.
• Excellent relationship-building and communication skills.
• The ability to manage multiple priorities in a busy environment.
• Confidence working across multiple stakeholders and teams.
• A current driver's licence and the ability to travel across the service area for field visits.

Why join Healthcare Australia?

HCA is a well-respected Australian healthcare organization with more than 3,000 employees, including doctors, nurses and allied health professionals. You'll join a team where your leadership has a direct impact – on our people, our clients and the quality of care we deliver.

You’ll also enjoy:

• Work Life Leave – 5 additional days off after one year, once annual leave has been used.
• Hybrid working – 3 days in the office during probation, moving to 2 days in the office and 1 day working from home after probation.
• The opportunity to grow your leadership and workforce management career within a growing healthcare organization.

Ready to take the next step in your leadership career?

Join Healthcare Australia and help us build a workforce that delivers exceptional care.

Veterans are encouraged to apply. At HCA, we are committed to embracing diversity and providing a safe working environment.