Senior Manager - Service Delivery and Performance
Date: 11 Aug 2026
Location: Melbourne, VIC, AU, 3000
Company: Australian Unity
Your opportunity
Australian Unity is proud to partner with Beyond Blue to deliver a 24/7 nationwide mental health support service for people across Australia.
The Beyond Blue Support Service provides accessible, high-quality support through a range of channels, ensuring the Australian community can reach out in the way that feels right for them. At the heart of our service are our people, who create safe spaces for meaningful conversations every day. Through compassionate, person-centred support, they help Australians navigate life's challenges, access the right help at the right time, and take meaningful steps towards improved mental health and wellbeing. The service plays a vital role in ensuring support is available whenever and wherever it's needed, and through our commitment to clinical excellence, innovation and continuous improvement, we strive to respond to the evolving needs of the community and deliver meaningful outcomes for the people we support.
Joining Australian Unity's Beyond Blue Support Services team means becoming part of a community made up of passionate, dedicated people who care deeply about making a difference. You'll be surrounded by truly caring and supportive colleagues, empowered to make a meaningful impact, and inspired by the knowledge that your work helps Australians access support when they need it most.
About the role
We're looking for an accomplished and people-centred Senior Manager, Service Delivery & Performance to join the Beyond Blue Support Services leadership team.
This is a unique opportunity to lead a critical national mental health service and make a meaningful difference in the lives of Australians. We're seeking a highly experienced leader with a proven track record of leading large-scale service delivery operations and developing high-performing team leaders in fast-paced, complex and evolving environments. Just as importantly, you'll lead with kindness, empathy and authenticity, creating a culture where people feel valued, supported and empowered to succeed.
As a member of the senior leadership team, you'll lead, coach and inspire a large and diverse team of people leaders and mental health professionals. You'll be passionate about developing leadership capability, building strong relationships, and creating an environment where accountability, collaboration and continuous improvement are balanced with care, inclusion and wellbeing.
With responsibility for service delivery across a 24/7 national service, you'll play a pivotal role in ensuring we continue to provide safe, high-quality and responsive support to the Australians who rely on us every day.
This role will suit an experienced, resilient and compassionate leader who is motivated by purpose, energised by complexity, and committed to creating meaningful outcomes for both the people we support and the teams who make that support possible.
What you will do
Reporting to the Head of Service Delivery, you will lead a large, distributed frontline workforce, including 10 to 15 direct reports and 150 to 200 indirect reports, driving best practice operational excellence, clinical governance standards, and high-quality service outcomes for communities across Australia.
Key responsibilities include
- Lead the delivery of a high-quality, 24/7 national mental health support service, ensuring strong operational performance, service excellence and positive customer outcomes.
- Inspire, coach and develop a large and diverse team of leaders and mental health professionals, fostering a culture of high performance, accountability, wellbeing and continuous learning.
- Drive continuous improvement, innovation and service optimisation, identifying opportunities to enhance quality, efficiency and the community experience.
- Partner with enablement teams - workforce, technology, quality and clinical teams to deliver sustainable solutions that support service performance and future growth.
- Ensure compliance with regulatory, contractual and accreditation requirements, while maintaining a strong focus on quality, risk management and customer-centred care.
- Build and maintain trusted relationships with internal and external stakeholders, including Beyond Blue, Australian Unity and key sector partners.
- Contribute to strategic planning and service evolution, helping shape the future direction of the Beyond Blue Support Service and its impact within Australia's mental health system.
- Use data, insights and performance metrics to inform decision-making, drive outcomes and support a culture of evidence-based improvement.
What We’re Looking For
- Proven experience in healthcare leadership or large-scale contact centre operations
- Strong people leadership and ability to build engaged, high-performing teams
- Expertise in operational management and technology optimisation
- Ability to work in sensitive environments with empathy and resilience
- Strategic mindset with a focus on continuous improvement and customer experience
- 5+ years’ experience in leadership (mental health care is desirable)
- 5+ years in running contact centre operations highly desirable
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
- Ability to purchase up to 2 weeks additional annual leave
- Maxxia cashback, Flare discounts
- Health Insurance & General insurance discounts (home, car, pet, travel)
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