Position overview

Infrastructure and Health Support Services (IHSS) are an integral part of Canberra Health Services (CHS), delivering essential facility, infrastructure, and support services that enable Canberra Hospital and community-based health services to operate safely and effectively.

As part of IHSS, the Environmental Cleaning Services (ECS) team is responsible for delivering high-quality cleaning services across Canberra Hospital and community-based facilities. The service is essential in the effective operation of the overall health service by ensuring clean, safe, and welcoming environments that contribute to clinical operations and a positive experience for everyone who uses our facilities.

The Operational Director is responsible for providing operational leadership, management, and oversight of service delivery across ECS, ensuring services are delivered safely, effectively, and in alignment with organisational objectives, operational standards, and CHS requirements. The role has primary responsibility for operational service coordination, workforce and resource management, and maintaining service continuity across a complex healthcare environment. As the key operational escalation point for complex service delivery issues, the position exercises sound judgement, leadership, and decision-making to resolve operational challenges, manage emerging risks, and drive continuous service improvement.

Key Responsibilities

Specific responsibilities include, but are not limited to, the following.

1. Provide operational leadership and management of service delivery, ensuring services are delivered safely, efficiently, and in accordance with agreed operational standards, organisational objectives, and service requirements.
2. Lead the development and implementation of operational plans, service initiatives, projects, and resource planning activities, ensuring alignment with organisational priorities, performance expectations, and continuous improvement objectives.
3. Coordinate operational resources and respond to service delivery issues, disruptions, workforce challenges, and emerging risks within delegated authority to maintain service continuity and operational effectiveness.
4. Oversee the management of operational risks, incidents, complaints, and compliance requirements, ensuring timely identification, escalation, mitigation, reporting, and resolution in accordance with organisational governance frameworks.
5. Provide high-quality operational reporting, analysis, and briefings to support performance monitoring, service planning, governance processes, change initiatives, and informed decision-making.
6. Undertake other duties appropriate to this level of classification which contribute to the operation of the organisation.

Competencies

Specific competencies include but are not limited to the following:

• Demonstrated ability to lead and provide operational direction and management of service delivery across complex environments, ensuring services are delivered safely, reliably, efficiently, and in line with organisational objectives, agreed standards, and governance requirements.
• Proven capacity to lead the implementation of operational plans, service delivery frameworks, projects, and improvement initiatives, ensuring alignment with organisational priorities, continuous improvement objectives, and effective service outcomes.
• Demonstrated ability to lead, support, and influence multidisciplinary teams, fostering accountability, collaboration, workforce capability, and a positive, high-performing service culture.
• Demonstrated ability to coordinate and manage operational resources, workforce requirements, and service delivery challenges, including responding effectively to operational disruptions and emerging issues to maintain service continuity and performance.
• Proven ability to oversee operational risk, incident, and compliance management processes, ensuring timely identification, escalation, mitigation, reporting, and resolution in accordance with organisational governance frameworks and legislative requirements.
• Highly developed communication, stakeholder engagement, and issue resolution skills, including the ability to manage customer complaints, negotiate outcomes, prepare executive-level reporting and briefings, and maintain productive working relationships across the organisation.
• Proven experience in the development and management of operational policies, service initiatives, project plans, budgets, and resource allocation, ensuring effective delivery of organisational outcomes within established frameworks and resources.
• Demonstrated understanding and application of the principles of patient confidentiality and privacy.

Qualifications

Specific qualifications include, but is not limited to, the following.

Essential

• Knowledge of or the ability to gain an understanding of Infection Prevention and Control processes within a health care facility.

Desirable

• Relevant qualifications in leadership, management, business, or a related discipline (Certificate IV or higher) are desirable.
• Have an understanding of how the National Safety and Quality Health Service (NSQHS) indicators align with this role.

Experience

Specific experience includes but is not limited to the following.

Essential

• Proven experience in leading and managing large service delivery teams preferably in a health care environment.
• Administrative and computer skills, with the ability to use a variety of computer applications, and work within data bases and records management systems.

Desirable

• Prior experience in a cleaning, healthcare or similar industry will be highly desirable.
• Experience or knowledge of the CHS Exceptional Care Framework, and all other related frameworks.

Prior to commencement

Appointment to this position is conditional on being granted and retaining appropriate clearances:

• Undergo a pre-employment National Police Check.

Important information

All employees are required to:

• Adhere to the Canberra Health Services Values and the ACT Public Service Code of Conduct.
• Act in accordance and comply with all relevant Safety and Quality policies and procedures.

CHS is leading the drive to digitally transform health service delivery in Australia through the implementation of a territory wide Digital Health Record. Computer literacy skills are required which are relevant to this role as you will be responsible for completing required documentation and becoming a proficient user of the Digital Health Record and/or other Information Technology systems; once proficient, you will need to remain current with changes, updates, and contingencies.

What you Require (Key Selection Criteria)

These are the key selection criteria for how you will be assessed in conjunction with your resumé and experience.

1. Demonstrated ability to lead and provide operational direction and management of service delivery in a complex environment, ensuring services are reliable, safe, and aligned with organisational standards, statutory regulations, and performance expectations.
2. Proven capacity to implement operational plans and frameworks, manage resources (including workforce and budgets), and respond effectively to service disruptions and competing priorities to maintain continuity and performance.
3. Demonstrated experience overseeing risk, incident, and complaint management processes, ensuring timely identification, escalation, mitigation, and compliance with organisational policies, governance frameworks, and regulatory requirements.
4. Highly developed liaison, communication, and negotiation skills, including the ability to work effectively with stakeholders at all levels and prepare clear, concise, and accurate written materials.
5. Demonstrates understanding of, and adherence to, safety and quality standards, Work Health and Safety and the positive patient experience. Displays behaviour consistent with CHS’s values of reliable, progressive, respectful, and kind.

Work environment description

The following work environment description outlines the inherent requirements of the role and indicates how frequently each of these requirements would need to be performed. Please note that the ACT Public Service is committed to providing reasonable adjustments and ensuring all individuals have equal opportunities in the workplace.