Head of Service Delivery - Mental Health and Health Coaching

Head of Service Delivery - Mental Health & Health Coaching 

12-Month Parental Leave Contract | Commencing October/November 2026 

Your opportunity 

Join Australian Unity in a senior leadership role where you will shape the delivery of programs that support the health and wellbeing of Australians every day. 

As the Head of Service Delivery - Mental Health & Health Coaching, you will provide strategic and operational leadership across Beyond Blue Support Services, HealthierMe and Surgery Assist Programs, overseeing high-performing teams that deliver mental health support, health coaching and care navigation services nationwide.  

This is a unique opportunity to lead a complex and growing service portfolio, driving operational excellence, innovation, quality outcomes and workforce performance while contributing to meaningful health outcomes for individuals and communities across Australia. 

About the role 

We're seeking an experienced and values-driven leader to join our Mental Health & Health Coaching leadership team on a 12-month parental leave contract. 

Reporting to the General Manager of Mental Health and Health Coaching, you'll lead a portfolio of services that support people through some of life's most important moments, from accessing mental health support and building healthier habits to navigating complex healthcare journeys. 

This role offers a unique opportunity to influence both strategy and service delivery across programs that make a genuine difference to the lives of Australians every day. Leading services that provide 24/7 mental health support, personalised health coaching and care navigation, you'll help ensure people receive the support they need, when they need it most. 

We're looking for an experienced leader who thinks strategically, leads authentically, and believes that kindness, curiosity and courage are just as important as performance. Someone who is energised by developing leaders and frontline teams, strengthening culture and capability, and creating the conditions for people to do their best work. 

Working closely with the Head of Enablement and other senior leaders, you'll drive service excellence, clinical safety, workforce performance and stakeholder partnerships, while supporting the ongoing growth and evolution of a portfolio delivering meaningful health and wellbeing outcomes across Australia. 

Key responsibilities include:  

• Provide strategic and operational leadership across Beyond Blue Support Services, HealthierMe and Surgery Assist, ensuring the delivery of safe, high-quality and client-centred services. 
• Drive sustainable performance across service delivery, customer experience, quality, workforce, financial and contractual outcomes.  
• Lead, inspire and develop senior managers, team leaders and frontline teams in a geographically dispersed workforce operating within a complex 24/7 environment.  
• Foster a culture of kindness, accountability, inclusion and continuous improvement that enables people and teams to thrive.  
• Use data, insights and emerging technologies to inform decision-making, improve efficiency and enhance client outcomes.  
• Champion excellence in clinical safety, quality, governance and risk management, ensuring services meet the highest standards of care and compliance.  
• Lead strategic transformation, innovation and service improvement initiatives that strengthen organisational capability and customer experience.  
• Build leadership capability and workforce sustainability through coaching, talent development, succession planning and performance excellence.  
• Develop and maintain trusted relationships with key stakeholders, including government partners, funders, clinical leaders and external organisations.  
• Partner across clinical, quality, technology and operational functions to deliver strategic priorities.  
• Contribute to organisational growth by supporting the identification and development of new service opportunities, partnerships and initiatives that align with strategic priorities and community needs.
• Provide oversight and leadership in the management of operational risks, incidents and complex stakeholder matters.  
• Ensure compliance with contractual, regulatory and accreditation requirements while identifying opportunities to expand impact and enhance service delivery. 

What we’re looking for 

• Proven leadership experience within large-scale contact centre operations. 
• A mature, resilient and values-led leader who brings calm to complexity, navigates challenges with confidence, and demonstrates the tenacity to drive positive outcomes for community users, teams and the business.
• Demonstrated success leading large, remote or geographically dispersed teams.  
• Exceptional stakeholder management and relationship-building skills, with the ability to influence at executive level.  
• Experience delivering operational, service, workforce and financial outcomes in complex environments.  
• A data-driven approach to decision-making, performance management and service optimisation.  
• Outstanding people leadership skills with a strong focus on coaching, engagement and capability development.  
• Demonstrated experience leading organisational change, transformation and service improvement initiatives.  
• The ability to work effectively within sensitive and emotionally complex environments, demonstrating empathy and resilience.  
• 10+ years of operational leadership experience, desirably within healthcare, mental health or community services.  
• Experience managing large-scale contact centre operations will be highly regarded. 

 Benefits 

• Enjoy additional yearly paid Well-Being, Community and Deep Listening leave days 
• Fitness Passport - a discounted workplace health and fitness program (NSW & VIC)
• Mental health support through a tailored Employee Assistance Program 
• Flexible Working – Hybrid work model  
• Attractive employee discounts on a suite of Australian Unity products   

Australian Unity is an Equal Opportunity employer, and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people. To view our Reconciliation Action Plan, please click https://www.australianunity.com.au/about-us/reconciliation-action-plan