Service Manager

Connected Health Group Limited; Kiltimagh; On-site; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Competitive Salary

Bonus

Sign-on Bonus €200

Refer a Friend €200

Training & development opportunities

Job summary

Connected Health is seeking a Homecare Service Manager to lead operational delivery across the West region, including Mayo, Leitrim, Cavan, Monaghan and Longford. You will report to the Managing Director and act as the region's senior point of accountability for compliance, quality and performance.

This hands-on management role focuses on building strong local teams, protecting service continuity and serving as the trusted link between frontline delivery and the wider organisation through

Qualifications

• 3-5+ years in a senior operational leadership role within homecare 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.

Responsibilities

• Oversee compliance with HSE SOP timelines and service requirements across all delegated teams.
• Manage onboarding of new clients and care plan timelines across the region.
• Monitor rostering capacity and activation trends across IHAs.
• Lead escalation of high-risk operational issues or delays in service commencement.
• Provide on-call support and contingency planning for regional continuity.
• Report KPIs and drive regional performance improvements.
• Collaborate with HQ support functions (HR, Training, IT, Quality, Finance) on regional initiatives.

Skills

Operational leadership

Multi-site leadership

Governance & compliance

People management

Stakeholder engagement

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

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