Service Manager

Connected Health is one of Ireland's leading homecare providers, delivering vital community-based support across the West. As Homecare Service Manager, you will hold operational management for homecare delivery across West Cavan, Monaghan, Longford, Leitrim and Mayo - reporting directly to the Managing Director and acting as the region's senior point of accountability for compliance, quality and performance.

This is a hands-on management role for someone who thrives on ownership: building strong local teams, protecting service continuity, and being the trusted link between frontline delivery and the wider organisation.

YOUR ROLE AS HOMECARE SERVICE MANAGER:

Strategic Service Delivery Oversight

• Ensure full compliance with HSE SOP timelines and service requirements across all delegated teams.
• Oversee regional fulfilment of new client onboarding and care plan timelines.
• Maintain visibility of rostering capacity and service activation trends across IHAs.
• Lead escalation of high-risk operational issues or delays in service commencement.

Governance, Compliance & Quality Management

• Support the Clinical Governance Lead to provide senior leadership oversight of HSE service specification compliance across the region.
• Collaborate with the Compliance and Governance Team on regional reviews of complaints, incidents and safeguarding escalations (SOP Section 8).
• Ensure team adherence to internal audit cycles and maintain regional audit readiness (SOP Appendix 2).
• Manage corrective action plans and reporting to the HSE where required.

Workforce Oversight & Team Leadership

• Line manage and mentor direct reports, including Client Care Managers, Assistant Client Care Managers, Care Supervisors, Coordinators and Admins.
• Ensure all staff under remit are trained, supervised and supported to meet service delivery expectations.
• Partner with HR on recruitment and workforce planning aligned to IHA delivery commitments.
• Partner with HR/Payroll to monitor compliance with employment law, Working Time Directive, and travel/wage policy.

Contingency Support & Business Continuity

• Provide direct operational support during periods of staff absence or surge demand, including temporarily covering CCM or Coordinator duties.
• Complete urgent care assessments or risk reviews on the ground in exceptional or emergency situations.
• Deliver frontline care calls in line with Business Continuity Protocols when all other escalation steps are exhausted.
• Participate in the on-call rota on an exceptional basis to ensure regional continuity in crisis scenarios.
• Document all such interventions to inform future contingency planning and resource allocation.

KPI Management & Operational Reporting

• Review and report on care hours delivered vs. contracted, staffing levels, training completion and service quality metrics.
• Lead regional performance reviews, using KPIs to drive continuous improvement.
• Monitor trends in complaints, staff attrition and unmet demand to inform risk mitigation and planning.

Interdepartmental & Strategic Collaboration

• Act as the key operational link for HQ support functions - HR, Training, IT, Quality and Finance.
• Lead or support business improvement initiatives and digital transformation projects at regional level.
• Represent the region in management forums, feeding back to the Managing Director on compliance, workforce, capacity and quality trends.

BENEFITS:

• Competitive Salary
• Bonus
• €200 Sign on Bonus
• €200 Refer a Friend
• Training and development opportunities*

ESSENTIAL CRITERIA:

• 3-5+ years' experience in a senior operational leadership role within homecare, domiciliary care or a regulated health & social care service
• Proven track record leading multi-site teams and driving service quality within a compliance-led environment
• QQI Level 6 (Supervisory Management) or equivalent leadership qualification
• Deep working knowledge of HSE home support contract requirements, service specifications and SOP timelines
• Experience managing governance, safeguarding and incident/complaint processes
• Strong people leadership skills, with experience mentoring Client Care Managers and coordination teams
• Full, clean driving licence with flexibility to travel extensively across the region

DESIRABLE CRITERIA:

• Experience leading regional or multi-county homecare operations
• Strong working knowledge of GDPR, Irish employment law and audit preparation
• Analytical mindset, with the ability to interpret KPI and service data to drive improvement
• Confidence engaging with HSE IHA Managers, PHNs and community health stakeholders
• Experience with business continuity planning and crisis/escalation management
• Exposure to digital transformation or service improvement initiatives
• Third-level qualification in Health & Social Care, Business or a related discipline

#ROIOJ

#J-18808-Ljbffr