Senior Service Delivery Manager

About the Institute

Located on the lands of the Bidiagal Clan of the Dharawal Nation (Randwick, NSW), Black Dog Institute is the only Medical Research Institute in Australia to investigate mental health across the full lifespan, our aim is to create a mentally healthier world for everyone. For over 20 years, we have been at the forefront of mental health research and have maintained a reputation as the face of mental health research and treatment in Australia.

Through our unique ‘translational’ research approach, we turn our world-class research into treatments, prevention strategies, clinical services, educational programs, and e-health products. These allow us to continue our work in leading Australia’s population health response, and champion the ongoing conversation of mental health in our society.

Our work is used to distributed through the public and is used to drive evidence informed change across the mental health sector, setting the foundation for a brighter and healthier future for all.

Benefits

• Hybrid work, 1-2 days per week in office (choose your days, consistent team collaboration days where possible)
• 35 hour work week, flexible hours agreements & 9-day fortnights
• Salary Packaging : $15,900.00 of your base salary tax free & up to $2650.00 meal & entertainment
• Family first, people first culture, we put our research into action at work to make sure we maintain mental health and wellbeing at work
• Pet friendly workplace
• Leave benefits including public holiday swap, gifted annual leave, and wellbeing leave
• Employee discounts

The Role

The Senior Service Delivery Manager plays a pivotal role in leading the operational delivery of fee-for-service and grant-funded mental health programs. This includes overseeing day-to-day service operations, optimising service delivery models, managing a network of clinical facilitators, Youth Presenters, and Delivery Partners, and ensuring high-quality client experiences.

With a strong focus on operational efficiency, stakeholder engagement, and continuous improvement, this role will lead a team and manage a contracted workforce of over 100 facilitators.

The Senior Service Delivery Manager will also drive initiatives to scale services sustainably, streamline administrative processes, and support delivery of evidence-based mental health education and training across workplaces, schools, health settings, and communities.

This position requires a proactive leader with strong stakeholder engagement skills, strategic thinking, and a commitment to delivering high-impact mental health services.

Duties & Responsibilities

Service Delivery and Operations Management

• Lead the execution of mental health training programs and services, ensuring seamless day-to-day operations.
• Oversee scheduling, facilitator coordination, service bookings, client liaison, and administrative functions (e.g., monitoring inboxes, managing inquiries, and reporting).
• Continuously improve service delivery models, optimising processes for efficiency, scalability, and client satisfaction.
• Ensure the implementation of quality assurance and continuous improvement initiatives to enhance service effectiveness.
• Identify and resolve operational challenges, proactively addressing service delivery risks and opportunities.

Capacity Building and Workforce Management

• Develop and implement capacity-building strategies aligned with organisational priorities and funding commitments.
• Manage a diverse facilitator network, ensuring effective resource allocation to meet service demands.
• Lead the facilitation and implementation of training models, including train-the-trainer and peer support models.
• Support professional development for facilitators and team members to uphold high service standards.

Stakeholder Engagement and Relationship Management

• Build and maintain strong relationships with key internal teams, including IT, People & Culture, Finance, and Marketing & Communications.
• Strengthen engagement with the Education and Training Delivery Network and external delivery partners to enhance service reach and impact.
• Represent the Institute at key presentations, events, and partnerships, working alongside internal subject matter experts (SMEs).

People Management

• Lead, mentor, and support a high-performing team, fostering a culture of collaboration, accountability, and service excellence.
• Oversee recruitment, onboarding, and performance management of team members and facilitators.
• Promote a positive and inclusive workplace, ensuring alignment with organisational values.

Financial and Contract Management

• Manage the budget for the service delivery function, ensuring efficient allocation of funds and cost-effective service delivery.
• Oversee contract management, including independent contractor agreements, Paid Participation Agreements, and Delivery Partner Agreements, ensuring compliance with organisational policies.

Planning, Reporting & Compliance

• Contribute to the development of strategic, operational, and business plans to drive the long-term success of service delivery.
• Lead service reporting activities for the Directorate, providing insights on capacity, performance and impact.

Work Health and Safety (WHS)

• Ensure self and all staff comply with all WHS legislation and BDI WHS Policy and Procedures
• Report any WHS hazards and significant issues to Director, People & Culture delegate
• Work In a safe manner, applying duty of care

Note : the list of responsibilities is not exhaustive, and the Institute may change or request additional activities to meet the operational needs of the business

Skills & Experience Required

Essential Criteria

1. Tertiary qualification in Business, Management, Health, or a related field partnered with proven experience (minimum two years) in leading and managing teams, with a demonstrated ability to engage, motivate, and drive high performance.

2. Strong operational expertise, including implementing policies, processes, and systems to enhance service delivery efficiency.

3. Experience managing fee-for-service and grant-funded service models within a health, education, or community service setting.

4. Sound budget management skills, with experience in financial oversight, contract administration, and resource allocation.

5. Excellent stakeholder engagement skills, with a track record of building partnerships across internal teams and external organizations.

6. Strong interpersonal, written, and verbal communication skills, with the ability to present confidently to diverse audiences.

Desirable Criteria

1. Experience in a not-for-profit, medical research institute, or health services organisation.

2. Previous experience as an Operations Manager overseeing service or product delivery.

EEO Statement

Black Dog Institute is committed to achieving a diverse and inclusive workforce that reflects our wider community. We ensure equal employment opportunity for all, regardless of age, appearance, carer status, cultural and / or racial background, disability, gender identity, lived experience, religion or sexual orientation.

How to Apply

To become a part of the Black Dog Institute team, follow the link to ELMO to apply and submit your most up to date resume. If you are shortlisted for the role, we will call you and let you know you are successful. Please do not respond to any suspicious emails requesting you to upload your ID or personal details. We are a 2022 Circle Back Initiative Employer and commit to respond to every applicant.