Job Description

Lead Operational Excellence in Aged Care

Are you a dynamic operational leader who thrives on creating exceptional environments, leading diverse teams, and delivering outstanding service outcomes?

Good Shepherd Lodge is a respected, values-driven community aged care organisation in Mackay, committed to delivering high-quality, person-centred care. We are seeking an experienced and motivated Support Services Manager to lead our hospitality, maintenance, environmental, and operational support teams within our residential aged care community.

This is an exciting opportunity to play a critical leadership role in ensuring our residents enjoy a safe, welcoming, high-quality environment every single day.

Why Join Us?

At Good Shepherd Lodge, we know that exceptional aged care is about more than clinical care — it’s about creating a warm, comfortable, and well-run home where residents feel valued, respected, and supported.

As our Support Services Manager, you will:

• Lead multiple operational teams across catering, cleaning, laundry, maintenance, and grounds
• Drive service excellence and continuous improvement
• Influence resident experience and organisational culture
• Join a supportive and collaborative leadership team
• Have real autonomy to innovate and improve systems and services

About the Role

Reporting to senior leadership, you will oversee the day-to-day management of all support service functions across the facility, ensuring services are efficient, compliant, resident-focused, and aligned with best practice standards.

You will provide strong leadership to multidisciplinary teams while managing operational performance, quality systems, budgets, contractor relationships, and continuous improvement initiatives.

Key responsibilities include:

• Leading and developing support services teams across catering, cleaning, laundry, maintenance, and gardening
• Overseeing facility operations to ensure a safe, clean, compliant, and welcoming environment
• Managing preventative and reactive maintenance programs
• Ensuring high-quality food, hospitality, and environmental services
• Driving compliance with Aged Care Quality Standards, WHS, and food safety requirements
• Managing budgets, procurement, supplier contracts, and operational efficiencies
• Supporting a strong resident-centred culture focused on dignity, comfort, and quality of life

About You

You are a proactive and people-focused leader with strong operational management experience and a passion for service excellence.

You will bring:

• Experience leading support or hospitality services, ideally within aged care, healthcare, hospitality, or a large operational environment
• Strong leadership and team management capability
• Knowledge of WHS, food safety, maintenance, and quality compliance requirements
• Excellent organisational, communication, and problem-solving skills
• Experience managing budgets, contractors, and operational systems
• A commitment to resident-centred care and continuous improvement

What We Offer

• Opportunity to lead and influence a large operational portfolio
• Supportive leadership team and positive workplace culture
• Meaningful work that enhances residents’ daily lives
• Competitive salary package plus not for profit salary packaging
• Access to Fitness Passport and Sonder EAP, Safety & Wellbeing platform

If you are ready to bring your leadership, operational expertise, and passion for excellence to a role that truly makes a difference, we would love to hear from you.