19th February, 2026
About us
At Healthdirect Australia we work with purpose and dedication to help Australians actively manage and improve their health.
Our virtual services are easily accessible via multiple channels, including helplines, video call solutions and websites and cater for Australians at all stages of life. No matter where people live, or what time of the day or night it is, they can use our services to talk to a health professional, find trusted information and advice online and locate their closest health service.
About the opportunity
We are seeking an experienced Service Manager – GP Helpline to lead the operational performance, governance and continuous improvement of our GP Helpline services.
Reporting to the Service Director – Healthcare Delivery, this role is responsible for the day‑to‑day operational management of contracted service providers, ensuring delivery against KPIs, service level agreements and contractual requirements. You will play a critical role in ensuring the service delivers safe, high‑quality outcomes for consumers and funders, while also providing leadership and coaching to the Service Coordinator, GP Helpline.
Key responsibilities
- Lead operational delivery of the GP Helpline, ensuring services meet contractual, SLA and KPI requirements
- Manage service provider performance, forecasting and escalation of operational issues
- Monitor and report on service performance, risks and quality outcomes, driving continuous improvement
- Partner with internal teams and external stakeholders to support safe, reliable service delivery
- Contribute to service reviews, audits, tenders and implementation of service changes, including after‑hours support as required
What we’re looking for - Minimum 5 years’ service delivery experience with accountability for performance outcomes, ideally within healthcare and/or government environments
- Strong capability using data to inform decision‑making, manage risk and improve service quality
- Demonstrated experience driving quality improvements through consumer feedback, complaints and incident management
- Highly developed verbal and written communication skills, with the ability to engage diverse stakeholders
- Ability to work under pressure and respond to short‑notice operational issues
Why work with us We believe our strength comes from our talented and dedicated staff. We are committed to working together to create a culture where you can bring your whole self to work.
Our benefits include:
- Flexible work arrangements (2 days per week in office, pro-rated for part time employees).
- 14 weeks company Paid Parental Leave for both parents.
- Multi-dimensional wellbeing program that is run by our people for our people.
- Individual curated learner journeys to support you to expand your capabilities and unlock your talent.
Please be aware that you must have the right to live and work in Australia to apply for this job.
To find out more about Healthdirect, and our vision for a healthier Australia, please visit our website - about.healthdirect.gov.au.
As an Equal Opportunity Employer, we respect and seek to empower each individual, and support the diverse cultures, perspectives, skills, and experiences within our workforce.
Apply For Job