As the Service Delivery Lead, you will work closely with the State Manager and broader team to deliver service initiatives that strengthen workforce capability, engagement, and performance. You will provide coaching, mentoring, and supervision to our support workers, ensuring a consistent, positive workforce experience and excellent customer outcomes.
This is a hands-on leadership role that blends workforce management, service delivery, compliance, and continuous improvement.
Day to Day
Workforce & Service Delivery
Lead the State Workforce Engagement Plan, supporting recruitment, onboarding, utilisation, and ongoing engagement of support workers. Coach and mentor the workforce across the employment lifecycle, including check-ins, reviews, and appraisals, while representing HCA at attraction and engagement events.
People & Stakeholder Engagement
Build strong relationships with support workers and internal stakeholders to deliver a consistent, high-quality workforce experience and promote HCA as an employer of choice.
Financial, Compliance & Quality
Support workforce growth to meet customer demand, market share, and budget targets. Ensure service delivery complies with the Aged Care Quality and Safety Commission Act 2018, manage incidents and complaints in line with policy, maintain accurate documentation, and promote WHS and continuous improvement initiatives.
Lets talk about you
You are a confident, people-focused leader with proven experience in workforce or service delivery within healthcare, homecare, or a related service environment. You bring strong relationship-building and stakeholder engagement skills, communicate clearly and professionally, and thrive in fast-paced settings where balancing competing priorities is key. Highly organised and customer-focused, you are comfortable working collaboratively, meeting targets, and using systems such as MS Office and CRM platforms. You hold a relevant tertiary qualification (or equivalent experience) in healthcare, business, or workforce management, along with a
Certificate III or IV in Aged Care, and have a current National Police Check suitable for working with vulnerable persons.
Bring your passion to HCA and be rewarded with:
* A chance to work within a well-respected Australian organization with over 1000 employees, including doctors, nurses, and allied health professionals.
* Fancy a discount on BUPA Private health Insurance – 7%
* HCA recognises flexibility can improve employee wellbeing and provides all eligible office-based roles the opportunity to work from home up to 2 days per week on an informal basis.
* Work Life Leave
– get 5 additional days off after 1 year, once annual leave is used
* Birthday leave
– this is your paid, special day off to celebrate, relax and make the most of your birthday
Have any questions or further assistance about the role
please contact
Katie Longhurst
on
Veterans are encouraged to apply. At HCA we are committed to embracing diversity and committed to providing a safe working environment.