Service Delivery Leader - SIL & Community Programs

ITEC Group Australia; Mackay Regional; On-site; AUD 65,000 - 78,000; Full time

Job summary

ITEC Group Australia is seeking a Service Delivery Manager to lead end‑to‑end coordination for participants across SIL and community access programs in Mackay. You will ensure safe, compliant service delivery aligned with participant goals and NDIS requirements, while overseeing rostering, workforce coordination, and after‑hours escalations.

You will lead Team Leaders and frontline staff, maintain strong stakeholder relationships, and drive continuous improvement to support growth and quality

Qualifications

• Minimum Certificate IV or Diploma in Disability, Community Services, or related field.
• Experience managing a team in residential and/or community settings.
• Strong knowledge of NDIS Practice Standards and SCHADS Award provisions.
• Experience with rostering systems and workforce coordination.
• Ability to apply person-centred active support and manage complex needs.

Responsibilities

• Oversee participant services across SIL and community programs, aligning with care plans and funding.
• Manage rostering, workforce coordination, and after‑hours escalations.
• Provide leadership to Team Leaders and frontline staff.
• Monitor WHS, incidents, complaints, and risks with escalation and corrective action.
• Participate in after‑hours on‑call rotations and support decision making in high risk situations.
• Build relationships with participants, families, advocates, and multidisciplinary teams.

Skills

Team Leadership

Communication

Organisational Skills

Stakeholder Engagement

Problem Solving

Education

Certificate IV in Disability

Diploma in Disability or Community Services

Tools

Rostering software

NDIS compliance tools

Job description

ITEC Group Australia is seeking a Service Delivery Manager to lead end‑to‑end coordination for participants across SIL and community access programs in Mackay. You will ensure safe, compliant service delivery aligned with participant goals and NDIS requirements, while overseeing rostering, workforce coordination, and after‑hours escalations.

You will lead Team Leaders and frontline staff, maintain strong stakeholder relationships, and drive continuous improvement to support growth and quality