Careers

Proveda is a not-for-profit, community-based organisation that helps people simplify and navigate complexity to access the support and services they need. Our purpose is simple: we ensure everyone gets to live the life they want.

We are now seeking a Senior Manager, Services to provide strategic and operational leadership across service delivery functions. Ensuring our teams deliver high-quality, person-centred services, maintain consistent practice, meet performance and compliance requirements, and continually adapt to customer needs, sector reforms and organisational priorities.

About the Role

The Senior Manager, Services is a pivotal leadership role, responsible for driving operational excellence and practice quality across our aged care, disability and customer success service delivery functions.

You will lead multiple teams, champion person-centred practice, uplift capability, and ensure high-quality, customer-focused service delivery that meets organisational, regulatory and financial objectives. This role also plays a key part in shaping service models, managing customer flow, and enabling a culture of continuous improvement and innovation.

This is an exceptional opportunity for a dynamic, collaborative leader who thrives on complexity, service excellence, and building high-performing teams.

Key Responsibilities

• Translate organisational strategy into clear operational plans and measurable outcomes.
• Lead Practice Managers and senior staff to build capability, accountability and high performance.
• Drive cross-team collaboration and adaptive service models that respond to customer needs and sector reforms.
• Oversee high-quality care navigation, customer service and coordination aligned with Proveda’s Practice Framework.
• Ensure consistent, outcomes-focused, person-centred practice across service delivery.
• Strengthen documentation, risk assessment, care planning and customer experience.
• Lead intake, triage and referral processes across multiple entry points.
• Manage team capacity, workflow and productivity to deliver high-quality, timely services.
• Ensure compliance with aged care, NDIS and community sector standards.
• Monitor utilisation, billable hours, revenue and operational metrics.
• Build strong relationships with external partners, referrers and community organisations.

About You

You will bring:

• Significant leadership experience across aged care, disability, community services, health or similar sectors.
• Strong understanding of Aged Care, NDIS and community sector standards, compliance and funding systems.
• Experience leading large, multi-disciplinary teams with strong culture and performance outcomes.
• Capability in goal-oriented service models and person-centred practice.
• High analytical capability and confidence using CRM/client management systems and data to inform decisions.
• Excellent communication, negotiation and interpersonal skills.

Desirable:

• Tertiary qualifications in social work, community services, human services, health or similar.
• Experience in customer intake and triage environments.
• Experience leading teams through change and service model redesign.

Why Join Proveda?

• Work for a purpose-driven, community-focused not-for-profit
• Play a key role in uplifting safety, quality and capability across multiple service streams
• Collaborative, values-driven culture
• Opportunities for professional development and growth
• Make a meaningful difference to the lives of individuals and communities