Service Manager

Connected Health; Connacht; On-site; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Bonus

Sign-on bonus (€200)

Refer a Friend (€200)

Training & development opportunities

Job summary

Connected Health is seeking a Homecare Service Manager to lead regional homecare delivery across West Cavan, Monaghan, Longford, Leitrim and Mayo. You will report to the Managing Director, ensuring compliant, high-quality service while building strong local teams and maintaining service continuity.

The role combines strategic oversight with hands-on leadership, managing onboarding, rostering, governance, and performance reporting to support the organisation's objectives.

Qualifications

• 3–5+ years in a senior operational leadership role within homecare or regulated health and social care.
• Proven track record leading multi-site teams and driving service quality in a compliance-led environment.
• QQI Level 6 Supervisory Management or equivalent leadership qualification.
• Deep working knowledge of HSE home support contract requirements, service specifications and SOP timelines.
• Experience managing governance, safeguarding and incident/complaint processes.
• Strong people leadership with mentoring experience.
• Full, clean driving licence with flexibility to travel extensively across the region.

Responsibilities

• Oversee compliance with HSE SOP timelines across delegated teams.
• Lead onboarding and care plan timelines for new clients regionally.
• Direct rostering capacity and activation trends across IHAs.
• Manage escalation of high-risk operational issues or delays in service commencement.
• Line manage and mentor Client Care Managers and coordinators.
• Collaborate with HR on recruitment and workforce planning.
• Support governance, safeguarding and incident processes.
• Participate in the on-call rota during crises.
• Report KPIs and drive regional performance improvements.

Skills

People leadership

Governance & compliance

Operations management

Multi-site leadership

Staff mentoring

Education

QQI Level 6 Supervisory Management

Job description

Connected Health is one of Ireland's leading homecare providers, delivering vital community-based support across the West. As Homecare Service Manager, you will hold operational management for homecare delivery across West Cavan, Monaghan, Longford, Leitrim and Mayo - reporting directly to the Managing Director and acting as the region's senior point of accountability for compliance, quality and performance.

This is a hands-on management role for someone who thrives on ownership: building strong local teams, protecting service continuity, and being the trusted link between frontline delivery and the wider organisation.

YOUR ROLE AS HOMECARE SERVICE MANAGER:

Strategic Service Delivery Oversight

Ensure full compliance with HSE SOP timelines and service requirements across all delegated teams.

Oversee regional fulfilment of new client onboarding and care plan timelines.

Maintain visibility of rostering capacity and service activation trends across IHAs.

Lead escalation of high-risk operational issues or delays in service commencement.

Governance, Compliance & Quality Management

Support the Clinical Governance Lead to provide senior leadership oversight of HSE service specification compliance across the region.

Collaborate with the Compliance and Governance Team on regional reviews of complaints, incidents and safeguarding escalations (SOP Section 8).

Ensure team adherence to internal audit cycles and maintain regional audit readiness (SOP Appendix 2).

Manage corrective action plans and reporting to the HSE where required.

Workforce Oversight & Team Leadership

Line manage and mentor direct reports, including Client Care Managers, Assistant Client Care Managers, Care Supervisors, Coordinators and Admins.

Ensure all staff under remit are trained, supervised and supported to meet service delivery expectations.

Partner with HR on recruitment and workforce planning aligned to IHA delivery commitments.

Partner with HR/Payroll to monitor compliance with employment law, Working Time Directive, and travel/wage policy.

Contingency Support & Business Continuity

Provide direct operational support during periods of staff absence or surge demand, including temporarily covering CCM or Coordinator duties.

Complete urgent care assessments or risk reviews on the ground in exceptional or emergency situations.

Deliver frontline care calls in line with Business Continuity Protocols when all other escalation steps are exhausted.

Participate in the on-call rota on an exceptional basis to ensure regional continuity in crisis scenarios.

Document all such interventions to inform future contingency planning and resource allocation.

KPI Management & Operational Reporting

Review and report on care hours delivered vs. contracted, staffing levels, training completion and service quality metrics.

Lead regional performance reviews, using KPIs to drive continuous improvement.

Monitor trends in complaints, staff attrition and unmet demand to inform risk mitigation and planning.

Interdepartmental & Strategic Collaboration

Act as the key operational link for HQ support functions - HR, Training, IT, Quality and Finance.

Lead or support business improvement initiatives and digital transformation projects at regional level.

Represent the region in management forums, feeding back to the Managing Director on compliance, workforce, capacity and quality trends.

BENEFITS:

• Competitive Salary
• Bonus
• €200 Sign on Bonus
• €200 Refer a Friend
• Training and development opportunities*

ESSENTIAL CRITERIA:

3-5+ years' experience in a senior operational leadership role within homecare, domiciliary care or a regulated health & social care service

Proven track record leading multi-site teams and driving service quality within a compliance-led environment

QQI Level 6 (Supervisory Management) or equivalent leadership qualification

Deep working knowledge of HSE home support contract requirements, service specifications and SOP timelines

Experience managing governance, safeguarding and incident/complaint processes

Strong people leadership skills, with experience mentoring Client Care Managers and coordination teams

Full, clean driving licence with flexibility to travel extensively across the region

DESIRABLE CRITERIA:

Experience leading regional or multi-county homecare operations

Strong working knowledge of GDPR, Irish employment law and audit preparation

Analytical mindset, with the ability to interpret KPI and service data to drive improvement

Confidence engaging with HSE IHA Managers, PHNs and community health stakeholders

Experience with business continuity planning and crisis/escalation management

Exposure to digital transformation or service improvement initiatives

Third-level qualification in Health & Social Care, Business or a related discipline

#ROIOJ