Salary: $140,457.34 - $145,989.39

Job Type: Permanent - Full Time

Location: Sydney, NSW

Job Category: Service Improvement and Research

What We Do

At SGCH, we believe everyone belongs. This is why our purpose, ‘to create belonging’ drives our commitment to build a team where diversity, inclusion and connection are at the heart of what we do.

As a leading not-for-profit community housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, we continue to invest in our people, our homes, and our communities. Guided by our values – We Care, We Create, We Connect – we’ve built an inclusive workplace by caring for one another, creating and sharing new ideas, and connecting authentically every day, where everyone has the opportunity to grow and thrive.

We are committed to fostering an inclusive environment and building a team that reflects the diversity of the communities we connect with. We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ individuals, and people of all ages and life experiences. If this role excites you but you’re not sure you tick every box, we still encourage you to apply.

Your passion and potential matter.

Join us in creating sustainable, connected communities where everyone feels a sense of belonging and are empowered to thrive.

What We Offer

- Competitive package – 35-hour work week with competitive and above Award pay
- NFP salary packaging – Up to $15,900 tax-free, plus $2,500 for meals, entertainment and accommodation, and Novated leasing providing both convenience and savings
- High-growth environment – Real opportunities to grow your career with a focus on internal promotions, inhouse learning and development and study assistance support
- Health and wellbeing benefits - Corporate discounts with Flare for everyday savings, Reward and Recognition program, access to a free 24/7 Employee Assistance Program (EAP) for you and your family




- Paid Parental Leave – 12 weeks paid parental leave and 3 days bonus annual leave
- Agile and innovative work practices – Hybrid work arrangements including work from home options, and modern, well-located offices close to public transport

About the role and about you As our Senior Service Improvement Manager, you'll lead a team of service improvement professionals and partner closely with operational leaders to redesign services, simplify processes, strengthen consistency and improve outcomes for customers and teams. This is an exciting opportunity for someone who thrives on turning insights into action and leading change that makes a real difference. Reporting to the Head of Customer Voice, you will lead SGCH's operational service improvement approach, driving initiatives that improve customer experience, strengthen service consistency and support sustainable housing outcomes. To succeed in this role, you will be an experienced strategic change leader, an influencial collaborator and customer-centred problem solver passionate above improving experiences and outcomes.

This is a permanent role, requires travel to all SGCH office locations and portfolios as required.

Duties

- Leading service reviews, redesign projects and continuous improvement initiatives across the Customers division.
- Using data, customer feedback and operational insights to identify trends, risks and opportunities for improvement.
- Partnering with frontline teams and leaders to implement practical improvements that enhance service delivery.
- Managing a centralised service improvement portfolio, ensuring initiatives are prioritised, tracked and delivered effectively.




- Providing project governance, reporting and insights to support decision-making and organisational priorities.
- Leading and developing a high-performing team while overseeing workforce planning and budget management.

How To Apply If this sounds like you, please click ‘Apply’, upload your CV and answer the application questions by 9am Friday 30 October 2026. The recruitment process may include interviews and relevant skills or behavioural assessments with selection based on demonstrated merit against the roles criteria. Appointment is subject to standard pre-employment checks, such as working rights, employment references from previous managers, a National Police Check, and a health assessment.

Please note we may establish a Talent Pool from this process.

If accessibility and adjustments are needed to apply for this role comfortably, just let us know. Your privacy and dignity are always respected. Please reach out to [email protected]

Essential Criteria

Desired Skills and Experience

- Tertiary qualifications in business management, project management, community services or similar, with demonstrated experience leading service improvement, operational redesign and change initiatives that enhance customer outcomes, service quality and team effectiveness in complex service delivery environments.
- Robust stakeholder engagement and collaboration skills, with proven ability to work across teams, leaders and partners to identify challenges, influence change and deliver sustainable improvement outcomes
- Highly developed analytical and problem-solving capability, using data, performance metrics, customer feedback and operational insights to identify trends, risks and opportunities and drive evidence-based decisions.
- Proven project management, continuous improvement and communication skills, with the ability to plan, implement and evaluate initiatives, prepare high-quality reports and briefings, and clearly communicate complex information to diverse audiences

📌 Senior Service Improvement Manager (Sydney)
🏢 SGCH
📍 Sydney