Pieta's Helpline and Service Support Team provides practical and crisis support to those impacted by suicide and self-harm.The 24/7 Helpline provides free, confidential support to anyone affected by suicide, self-harm, or bereavement by suicide. The service is delivered by qualified mental health professionals who offer a trauma-informed, person-centred approach that prioritises compassion, clinical safety, and timely access to care.Location: RemotePosition Type: 35 hours per week over 5 days (Monday to Friday) Monday to Friday shifts across 8am-4pm, 9am-5pm and 1pm – 9pm On call requirement as per roster/policySalary: €61, €61,186.02The Role:The Role:The Operations Service Manager will lead the day-to-day operational delivery of the service, ensuring high-quality, timely, and safe support for all callers. This role is responsible for staffing, shift coordination, service performance, and ensuring the service is responsive to demand.A key part of the role includes wait list oversight, real-time capacity planning, and demand forecasting to ensure equitable access to support. The post holder will also lead the team of Support Co-ordinators ensuring compassionate, and effective responses to callers to address their needs.Reporting directly to the National Service Manager – Helpline and Service Support Team, this role ensures quality in service delivery and consistency in approach. The Operations Service Manager will also work collaboratively with the Clinical Service Manager – Helpline and Service Support team, who has responsibility for the clinical effectiveness of the service.Job SummaryLead the operational delivery of the Service, ensuring service-level agreements (SLAs) and quality standards are metDevelop and manage rotas and workforce plans to maintain consistent phoneline coverage 365 days a yearMonitor and manage wait lists and call queues, ensuring timely responses and proactive communication with callers where delays occurUse data to forecast demand, identify capacity gaps, and make real-time and strategic adjustments to resource allocationWorking collaboratively with the Clinical Service Manager ensure robust triage, escalation, and safeguarding processes are in place and adhered toMaintain and develop systems to manage staff capacity and demandAnalyse call volume trends, peak periods, and user behaviour to optimise shift patterns and staffing models on the team and to inform rosters and capacity planning for centresWork collaboratively with leadership to develop contingency plans for surges in demand, including crisis response protocolsProvide regular insight reports on utilisation, headroom, and unmet need to inform service development and funding bidsLine-manage a team and lead recruitment, induction, and continuous professional development in partnership with the Clinical Service Manager, and HRProvide regular supervision, support, and performance managementChampion a culture of wellbeing and resilience within a demanding service environmentOversee quality assurance processes, including call monitoring, audits, and user feedbackEnsure compliance with all safeguarding, data protection, and service policiesLead on incident and complaint investigations and promote a culture of learningProduce timely reports and dashboards on service performance, wait times, and capacity metricsUse data to drive service improvement, identify risks, and support business cases for investmentContribute to service innovation, including technology upgrades and new delivery modelsLiaise with internal teams (e.g. clinical, digital, comms, finance) to ensure integrated service deliveryRepresent the team externally at forums, networks, or other meetings as requiredForecast resources in line with budgets set and hold regular reviews or present a case for a reforecast where necessary in light of increased demand for the serviceTo ensure the service is using technology to improve effectiveness and efficiency of record keepingTo work with each of the enabling support functions to ensure best practice is adopted and maintained within the serviceTo ensure compliance with General Data Protection Regulation (GDPR) and (National Employment Rights Authority) with regular spot checks to ensure staff documentation is up to dateTo deal promptly with issues as they arise within agreed timeframes and provide feedback where appropriateTo ensure that effective Governance, Quality, Client and staff safety procedures are in placeTo provide monthly reports as required within agreed formats and timeframesTo implement the goals and objectives of Pieta HouseTo actively promote effective working in the service by working in collaboration with other stakeholdersQualification, Skills & Experience Required:Qualification, Skills & Experience Required:A third level degree in a relevant area (e.g. Business; Management; Health Management and Administration)A minimum of 2 years supervisory or management experienceDemonstrable experience of capacity planning, shift design, and demand forecasting.Excellent people management and team leadership skills.Confidence using operational data to monitor KPIs and inform decisions.Familiarity with call handling platforms, CRM, or workforce management softwareAbility to remain calm, organised, and solution-focused under pressure.Proficient in using Microsoft Office SuiteDesirable- Experience managing or supporting technology or digital transformation projects- Project Management skills- Experience managing waiting lists and balancing resources across service priorities.- Experience Developing training materials and staff onboarding- Experience managing a frontline service, helpline, or contact centre.- Knowledge of safeguarding and risk management in support services.- Experience managing remote teams- Children's First CertificateApplications for the above should be made through our website attaching a cover letter outlining your particular suitability to the role and an updated C.V.Closing Date: 19th November 2025Please Note: Garda Vetting is required of the successful candidatePieta is an equal opportunities employer which means we do not discriminate based on age, race, colour, religion, ethnicity, national origin, sex, sexual orientation, or physical/mental disability. We are committed to a diverse and inclusive workplace for all. We offer additional support to those with additional requirements. Please let us know if you require support ahead of your interview.