Service Delivery Manager

Infinity Support Services Australia Pty Ltd.; Melbourne; On-site; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Professional development

Autonomy

Growth opportunities

Job summary

Infinity Support Services Australia Pty Ltd. in Melbourne metro is recruiting a Service Delivery Manager for Berta Healthcare Services to lead disability supports across Melbourne Metro and Morwell.

You will oversee day-to-day operations, mentor frontline teams and ensure services meet NDIS participant goals and compliance. Reporting to the Operations Manager, you will balance participant outcomes with workforce planning, manage budgets, and drive continuous improvement across SIL, ILO and

Qualifications

• Demonstrated experience in a management or leadership role within the NDIS or disability services sector.
• Strong understanding of SIL, NDIS funding arrangements and service delivery requirements.
• Sound knowledge of the NDIS Practice Standards, safeguarding requirements and relevant compliance obligations.
• Experience managing teams, staff performance, workforce planning and operational challenges.
• Strong organisational skills with the ability to manage multiple services and competing priorities.
• Experience monitoring budgets, staffing costs and operational performance.
• Excellent communication, problem-solving and stakeholder engagement skills.

Responsibilities

• Oversee the day-to-day operations of disability support services across multiple locations.
• Lead, mentor and support House Supervisors, Team Leaders and Disability Support Workers.
• Ensure high-quality, person-centred supports are delivered in accordance with participant goals, service agreements and support plans.
• Monitor staffing levels, rosters, workforce performance and service delivery requirements.
• Manage operational budgets, staffing expenditure, overtime and service utilisation to ensure financial sustainability.
• Maintain compliance with NDIS Practice Standards, relevant legislation, organisational policies and procedures.
• Oversee incident management, complaints, risk assessments and safeguarding requirements.
• Conduct regular service reviews, site visits and quality audits to identify areas for improvement.
• Build and maintain positive relationships with participants, families, support coordinators and external stakeholders.
• Work collaboratively with Clinical, HR, Finance and Operations teams to ensure effective service delivery.
• Support the establishment of new services, participant transitions and ongoing organisational growth.
• Provide regular operational reports, performance updates and recommendations to senior management.

Skills

NDIS leadership

SIL knowledge

NDIS funding

Compliance knowledge

Budget management

Stakeholder engagement

Team leadership

Job description

Infinity Support Services Australia Pty Ltd. – Laverton North VIC

Service Delivery Manager – Disability Services

(Please note this role is advertised for our sister company- Berta Healthcare Services)

Location: Melbourne Metro & Morwell, VIC

Employment Type: Full-Time

About Berta Healthcare Services

Berta Healthcare Services is committed to delivering high-quality, person-centred disability support services that empower individuals to live independently and achieve their goals.

We pride ourselves on providing safe, supportive and inclusive environments for both our participants and employees, with a strong focus on quality service delivery, collaboration and continuous improvement.

As our services continue to grow, we are seeking an experienced and motivated Service Delivery Manager to join our leadership team and oversee the delivery of disability support services across Melbourne Metro and Morwell.

About the Role

This is an exciting opportunity for a passionate and experienced leader to take ownership of service delivery across a portfolio of NDIS-funded services, including Supported Independent Living (SIL), Individualised Living Options (ILO) and community-based supports.

Reporting directly to the Operations Manager, you will be responsible for overseeing day-to-day operations, leading frontline teams, maintaining compliance and ensuring services are delivered safely, efficiently and in line with participant needs.

The successful candidate will be a confident and proactive leader who can balance participant outcomes, workforce management and operational performance while contributing to the ongoing growth of the organisation.

Key Responsibilities

• Oversee the day-to-day operations of disability support services across multiple locations.

• Lead, mentor and support House Supervisors, Team Leaders and Disability Support Workers.

• Ensure high-quality, person-centred supports are delivered in accordance with participant goals, service agreements and support plans.

• Monitor staffing levels, rosters, workforce performance and service delivery requirements.

• Manage operational budgets, staffing expenditure, overtime and service utilisation to ensure financial sustainability.

• Maintain compliance with NDIS Practice Standards, relevant legislation, organisational policies and procedures.

• Oversee incident management, complaints, risk assessments and safeguarding requirements.

• Conduct regular service reviews, site visits and quality audits to identify areas for improvement.

• Build and maintain positive relationships with participants, families, support coordinators and external stakeholders.

• Work collaboratively with Clinical, HR, Finance and Operations teams to ensure effective service delivery.

• Support the establishment of new services, participant transitions and ongoing organisational growth.

• Provide regular operational reports, performance updates and recommendations to senior management.

About You

We are looking for someone who is organised, approachable and confident in leading teams within a fast-paced disability services environment.

To be successful in this role, you will ideally have:

• Demonstrated experience in a management or leadership role within the NDIS or disability services sector.

• Strong understanding of Supported Independent Living (SIL), NDIS funding arrangements and service delivery requirements.

• Sound knowledge of the NDIS Practice Standards, safeguarding requirements and relevant compliance obligations.

• Experience managing teams, staff performance, workforce planning and operational challenges.

• Strong organisational skills with the ability to manage multiple services and competing priorities.

• Experience monitoring budgets, staffing costs and operational performance.

• Excellent communication, problem-solving and stakeholder engagement skills.

• The ability to work independently, make informed decisions and take accountability for service outcomes.

• A proactive and solutions-focused approach to leadership and continuous improvement.

Why Join Berta?

• Opportunity to take on a meaningful leadership role within a growing disability services organisation.

• Work alongside a collaborative and supportive management team.

• Play a key role in improving service delivery and participant outcomes.

• Opportunity to contribute to operational improvements and organisational growth.

• A varied and rewarding role with genuine responsibility and autonomy.

• Full-time employment with opportunities for professional development.