Service Manager

Your new company
A hospitality-focussed healthcare organisation based in Toowoomba is seeking an accomplished Service Manager to lead a complex, people-intensive residential service. The organisation combines high-quality care with premium hospitality, lifestyle and accommodation standards. This is a significant leadership opportunity for a visible, values-led executive who can unite teams, strengthen management capability and deliver consistent care, customer, commercial and operational outcomes.

Your new role
Reporting to the Chief Operating Officer, the Service Manager will provide whole-of-service leadership across care, hospitality, cleaning, maintenance and administration. A central priority will be to lead a practical cultural uplift, establish clear accountability and build a respectful, low-drama workplace where issues are addressed directly and constructively. The role will balance high quality resident-centred care with sound commercial judgement, using financial and operational insight to improve performance while maintaining high standards of safety, compliance, documentation and audit readiness.

Key responsibilities

• provide visible, values-led leadership and align the workforce behind clear service priorities
• coach and develop managers, strengthening leadership, delegation and performance management capability
• lead cultural and operational improvement that creates one team moving in one direction
• oversee the complete resident and family experience across care and in-house hospitality functions
• own site-level commercial performance and translate profit and loss insights into sustainable operational improvements
• maintain workforce capacity, capability and accountability, including necessary changes to roles and ways of working
• ensure strong care, safety, risk, compliance and audit-readiness practices
• partner with executive leadership and contribute to broader organisational performance and growth.

What you need to do now
You will be a proven senior service leader with the judgement, resilience and people leadership capability to lead meaningful change in a complex operating environment.
To be successful, you will bring:

• substantial leadership experience in luxury hospitality service delivery, such as hotels.
• demonstrated success leading cultural uplift and taking a workforce through significant change
• proven experience as a manager of managers, including coaching and strengthening middle-management capability
• commercial acumen, including practical understanding of profit and loss drivers and operational levers
• a strong customer or resident experience orientation alongside workforce and service-delivery accountability
• clear communication, sound judgement and confident stakeholder engagement
• the ability to diagnose operational issues, make difficult decisions and convert insight into practical action.

Experience in premium hospitality or another highly regulated service environment will be highly regarded. Relevant tertiary qualifications are desirable.
Candidates must be able to meet all screening requirements applicable to a senior leader in residential aged care.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

For a confidential discussion, please contact Paul Phillips or Andy Sundberg at:
(+61) 2 8226 9630
[email protected]