Service Delivery Manager

Empowering You Disability Services; Hervey Bay; On-site; AUD 120,000 - 150,000; Full time

Job summary

Empowering You Disability Services (EYDS) in Hervey Bay is seeking a motivated Service Delivery Manager to lead our service delivery functions. You will oversee SIL, community access, day programs and case management, ensuring supports meet individual needs and goals while maintaining high-quality, person-centred care.

You will report to the Director and drive leadership across Case Managers, Team Leaders and Support Workers, upholding NDIS Practice Standards and continuous improvement in a

Qualifications

• Senior management experience in the NDIS or disability services.
• Strong knowledge of NDIS Practice Standards and Code of Conduct.
• Experience leading multiple teams and service delivery functions.

Responsibilities

• Oversee day-to-day service delivery across SIL, community access, day programs and case management.
• Ensure services align with participant support plans, service agreements and goals.
• Monitor service quality, continuity of supports and participant satisfaction.
• Identify operational issues and implement effective solutions.
• Oversee rostering, processes and resource allocation.
• Provide leadership and guidance to frontline staff and managers.

Skills

Leadership

NDIS compliance

Staff management

Operations management

Quality assurance

Education

Disability / Community Services qualification

Business management qualification

Job description

Empowering You Disability Services – Hervey Bay QLD

Make a meaningful difference. Lead quality services. Empower lives.

Empowering You Disability Services (EYDS) is seeking an experienced, motivated and values-driven Service Delivery Manager to join our management team.

This is an exciting opportunity for an experienced NDIS professional who is passionate about delivering high quality, person centred supports and leading teams to achieve positive outcomes for people living with disability.

You will play a key role in overseeing the effective delivery of services, supporting operational teams, maintaining compliance and ensuring our participants receive safe, consistent and high-quality supports.

About the Role

Reporting to the Director, the Service Delivery Manager will provide leadership, direction and operational oversight across EYDS service delivery functions.

You will be responsible for ensuring services operate effectively, participants receive supports in accordance with their individual needs and goals, and employees are supported to meet organisational expectations and NDIS Practice Standards.

Key Responsibilities

Service Delivery & Operations

• Oversee day-to-day service delivery across Supported Independent Living (SIL), community access, day programs and case management.

• Ensure services are delivered in accordance with participant support plans, service agreements and individual goals.

• Monitor service quality, continuity of supports and participant satisfaction.

• Identify operational issues and implement effective solutions.

• Oversee service delivery processes, rostering effectiveness and resource allocation.

Leadership & Staff Management

• Provide leadership, guidance and support to Case Managers, Team Leaders, House Leaders, Support Workers and other operational staff.

• Promote a positive, accountable and professional workplace culture.

• Support recruitment, onboarding, training, performance management and staff development.

• Address operational and employee concerns in a timely and professional manner.

• Ensure clear communication and accountability across teams.

NDIS Compliance & Quality

• Ensure services comply with the NDIS Practice Standards, Code of Conduct and relevant legislative requirements.

• Monitor incident management, complaints, restrictive practices and reportable incidents.

• Support internal audits, external audits and continuous improvement activities.

• Ensure participant documentation, support plans and service records are maintained accurately.

• Identify and manage service delivery risks.

Participant Outcomes & Safeguarding

• Promote participant choice, control, dignity, independence and inclusion.

• Monitor participant wellbeing and ensure concerns are escalated appropriately.

• Maintain positive relationships with participants, families, nominees and external stakeholders.

• Ensure safeguarding responsibilities remain central to all service delivery decisions.

Operational Performance

• Monitor service delivery performance and operational efficiency.

• Work collaboratively with administration, finance and leadership teams.

• Identify opportunities to improve service quality, processes and organisational growth.

• Provide regular operational reporting to the Director and Management Team.

About You

We are looking for someone who demonstrates strong leadership capability, sound operational judgement and a genuine commitment to improving the lives of people with disability.

You will ideally have:

• Previous experience in a senior management or service delivery leadership role within the NDIS or disability sector.

• Strong knowledge of the NDIS Practice Standards, NDIS Code of Conduct and relevant compliance requirements.

• Demonstrated experience managing multiple teams and service delivery functions.

• Experience overseeing SIL operations and community-based disability supports.

• Strong employee management, communication and conflict resolution skills.

• Excellent organisational, problem solving and decision making abilities.

• The ability to manage competing priorities in a fast-paced environment.

• A commitment to person centred practice, safeguarding and continuous improvement.

Essential Requirements

• Relevant qualifications in Disability, Community Services, Human Services, Business Management or a related field, or equivalent industry experience.

• Current NDIS Worker Screening Clearance.

• Current Blue Card (or ability to obtain, where required).

• Current Australian driver's licence.

• Current First Aid and CPR, or willingness to obtain.

• Australian working rights.

Why Join EYDS?

At Empowering You Disability Services, we believe in empowering people to live meaningful, independent and fulfilling lives.

When you join our team, you will have the opportunity to:

• Make a genuine difference in the lives of people with disability.

• Lead and influence a growing disability services organisation.

• Work alongside a committed and supportive management team.

• Contribute to service improvements and organisational development.

• Be part of a workplace that values accountability, respect, collaboration and person centred care.