Operations Manager - Service Delivery

At Stepping Stone House, we truly believe in inspiring youth to build their future and be the very best they can be!

We are seeking a passionate and enthusiastic Operations Manager - Service Delivery to join us on a 12 month fixed term contract. This is a full time role based in Rockdale, where YOU can grow and make a difference. 

The Operations Manager – Service Delivery reports to the Head of Care and is responsible for the effective leadership, coordination, and oversight of all Intensive Therapeutic Care (ITC), Supported Independent Living (SIL), and Independent Living Program (ILP) services at Stepping Stone House. This role ensures high-quality service delivery aligned with organisational values, compliance standards, and best practice frameworks.

About Stepping Stone House

Stepping Stone House is a not-for-profit charity that provides accommodation and personal development for children and young people aged 12-24 years old who through no fault of their own find themselves homeless, at risk of homelessness or unable to live at home. We have a foundation of building resilience through outdoor education and activities.

Work with us and you will enjoy:

• Increase your take-home pay with generous not-for-profit salary packaging.
• Support for work-life balance through flexible work options and time off in lieu (where applicable).
• Invest in your wellbeing with an Employee Assistance Program and fitness & wellness discounts.
• Family-friendly benefits, including paid parental leave.
• Build your career with ongoing learning, leadership development and clear pathways for career progression

What you will be doing:

• Lead Service Delivery Provide strategic and operational leadership across SSH’s ITC, SILP and ILP services, ensuring high-quality, trauma-informed and outcomes-focused support for young people.
• Lead and Develop High-Performing Teams Coach, mentor and develop Residential and Independence Program Managers, building leadership capability, staff performance and a strong culture of learning and continuous improvement.
• Drive Compliance, Safety & Risk Management Ensure services meet DCJ, OCG and other regulatory requirements, while proactively managing operational risks, critical incidents, safeguarding and child safety across all programs.
• Manage DCJ Partnerships & Contract Performance Act as the key operational contact for DCJ, overseeing contractual obligations, service deliverables, reporting and performance requirements while building strong government and sector relationships.
• Drive Operational & Financial Performance Lead operational planning, workforce and resource management, budgeting and service capacity to ensure programs are both financially sustainable and delivering strong outcomes for young people.

About you:

• Tertiary qualifications in a relevant discipline such as Social Work, Psychology, Youth Work, Community Services, or a related social science field. Postgraduate qualifications will be highly regarded.
• A minimum of 3 years' experience in a senior leadership or operational management role, ideally within Out-of-Home Care (OOHC), Intensive Therapeutic Care (ITC), or a related child and family welfare service.
• Comprehensive understanding of the legislative, compliance, and accreditation frameworks relevant to residential care services in NSW, including Office of the Children’s Guardian (OCG) and Department of Communities and Justice (DCJ) standards.
• Demonstrated experience leading high-performing teams, including coaching, performance management, and staff development within a care or support environment.
• Proven ability to develop and manage effective, trauma-informed rosters and operational systems that ensure staff coverage, therapeutic integrity, and cost efficiency.
• Strong skills in relationship and stakeholder management, with a track record of working collaboratively with funding bodies, government agencies, and community partners.
• Hold a current Working with Children Check (NSW) and National Criminal History Check, and demonstrate an ongoing commitment to child safety and safeguarding practices.

Stepping Stone House is an Equal Opportunities Employer and welcomes applicants who have an Indigenous and / or culturally and linguistically diverse (CALD) background. 

Stepping Stone House provides regular support for all staff and opportunities for professional development. Salary, Conditions of employment are based on the Social, Community, Home Care, and Disability Services Award Level 7. Salary packaging is available.