Service Operations Manager – Community Living

Position Overview

The Service Operations Manager – Community Living plays a critical role in ensuring high-quality delivery, compliance, and growth of Crosslinks Supported Independent Living (SIL) services. With operational leadership of services supporting approximately 45 participants with complex needs and 24/7 care, across 13 SIL homes and a workforce of 120 employees, this role is accountable for performance across service delivery, growth, compliance and participant experience.

Reporting to the General Manager – Operations, this new role leads a team of 6 direct reports and is responsible for day to day operations management. This includes workforce leadership, service delivery, resource allocation, quality assurance, and continuous improvement – all while keep our organisational principles and brand at the centre of every decision. 

This role will play a pivotal role in growing SIL services through strong vacancy management, partnering on housing opportunities and strengthening workforce sustainability through cost management and succession planning.  You will also need to ensure that systems and process are fit for purpose; and that services are compliant, efficient, values-aligned, and person-centred.

Current Direct Reports:

• Area Managers (4)
• Scheduler (1)
• Administrative Support Officer (1)

What Success Looks Like in This Role:

• A culture of leadership, growth, and accountability within the team where the organisation’s principles are living and breathing every day.
• Vacancy rate reduced and service occupancy maximised.
• Workforce is stable, well-supported, and developing internally.
• Costs are managed effectively – reduced overtime, agency, and leave liabilities.
• Participants and families report high satisfaction.
• Growth opportunities are pursued and well-executed.

Key Capabilities & Experience

• Senior leadership experience in SIL or residential disability support services, ideally in high-complex environments.
• Expert knowledge of NDIS requirements, SIL operations, and relevant compliance frameworks.
• Demonstrated ability to manage large, dispersed teams with strong oversight of quality, risk, and financial performance.
• Experience in managing incidents, restrictive practices, health governance, and WHS.
• Strong financial acumen and experience in managing workforce costs and service sustainability.
• Capability to build leadership pathways, develop high-performing teams, and drive positive culture.
• Values-driven, strategic, and operationally focused leader.
  

How to apply

Please submit a cover letter and detailed CV outlining your skills, qualifications, and experience, and why you would like to work for Crosslinks. 

Need more info?

Please direct any queries to people@crosslinks.org.au

Crosslink’s values diversity and encourages applications from Indigenous Australians, people from culturally and linguistically diverse backgrounds, youth, women, and people with disabilities.

Please note only applicants with the right to work in Australia will be considered for shortlisting.

Crosslinks acknowledges that our business is conducted on the traditional lands of Aboriginal and Torres Straits Islander peoples. We acknowledge their continuing connection to country and pay our respects to their Elders past, present and emerging.