Service Delivery Manager

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

About ITEC Group

ITEC Group is a purpose-driven organisation supporting people across Youth, Employment, Aged Care, and Disability Services.

Mackay SCHADS Level 5 – Full Time

With a workforce of 400+ across QLD, NT, SA, and NSW, we’re proud to lead with heart, purpose, and action.

Our Commitment to Cultural Safety

Across our diverse services – including disability, health, youth, and community programs – werecogniseandhonourthe importance of cultural identity, community connection,and livedexperience.

We work inpartnershipwith Aboriginal and Torres Strait Islander peoples, families, and communities, and embed cultural understanding and trauma-informed practice into everything we do.

At Our Core Are Our ‘We CARE’ Values

We Care | We Appreciate | We Are Reliable | We Empower

If you live these values and want to make a lasting impact, we’d love to meet you.

Why You’ll Love This Role

The Service Delivery Manager is responsible for leading the end-to-end coordination, oversight, and continuous improvement of service delivery for participants across Supported Independent Living (SIL) and community access programs.

This role ensures that services are delivered safely, compliantly, and in alignment with participant goals, NDIS requirements, SCHADS Award obligations, and ITEC Group policies. Key responsibilities include overseeing rostering and workforce coordination, managing after-hours escalations, fostering strong stakeholder relationships, and ensuring the sustainability and growth of services.

As a critical operational link, the Service Delivery Manager connects frontline teams with participants and their representatives, ensuring high-quality, responsive, and person-centred service delivery.

Primary Responsibilities

Service Delivery and Operations:

• Oversee and coordinate participant services across SIL and community programs, ensuring alignment with care plans, rosters, and funding.


• Maintain service continuity through effective workforce planning and escalation management, while ensuring compliance with NDIS standards and organisational requirements.


• Exercise delegated authority for key operational decisions relating to staffing, service delivery, and participant support.

Workforce & Leadership Support

• Provide operational guidance and oversight to Team Leaders and frontline staff.


• Monitor staff performance and ensure SCHADS compliance in rostering, overtime, availability, and workforce practices

Documentation, Risk & Quality

• Monitor WHS and asset, incidents, complaints, and risks, ensuring appropriate escalation, investigation, and corrective action.


• Support audits, quality reviews, and continuous improvement activities

After‑Hours Service Delivery & On‑Call Support

• Participate in an agreed after‑hours on‑call rotation to manage critical incidents, urgent roster gaps, and service delivery escalations.


• Provide decision‑making support to frontline staff during after‑hours and high‑risk situations

Stakeholder Engagement & Growth

• Build andmaintainstrong relationships with participants, families, advocates, and multidisciplinary teams.


• Support onboarding of new participants through effective service coordination and workforce readiness.


• Identify and progress opportunities to improve service utilisation and expand service delivery.

Qualifications And Experience

• Minimumcertificate IV or Diploma in Disability, Community Services, or related field.


• Demonstrated experience in a similar role and managing team in a residentialand/or communitysetting.


• Strong working knowledge of NDIS Practice Standards and SIL / community access models


• Experience with rostering systems and workforce coordination


• Knowledge of SCHADS Award provisions relating to rostering, overtime, and availability Experience working with participants with complex needs andbehavioursof concern.


• Strong knowledge of person-centredactive support, NDIS Practice Standards, and SCHADS Award requirements.

About You

• Excellent organisational skills and ability to manage competing priorities


• Strong written and verbal communication skills


• Clear, respectful, and audience‑appropriate communication skills for interactions with participants, families, support workers, and colleagues


• Ability to apply established procedures and exercise judgement in managing complex or non‑routine matters, escalating to senior management where required.


• Attention to detail in maintaining accurate records and preparing routine reports


• Ability to work collaboratively as part of a team and contribute to a supportive, proactive workplace culture

What You’ll Need

• Current Australian Driver’sLicence


• Willing to undergo the Nation Police Check


• NDIS Worker Screening Check


• Eligibility to work in Australia


• Working with Children Check


• First Aid and CPR

We strongly encourage Aboriginal and Torres Strait Islander peoples to apply. Applicants with experience working alongside Aboriginal and Torres Strait Islander communities especially those with knowledge of cultural identity, healing, and trauma-informed practice are highly valued.

Submit your application today and help us make a difference.