Service Delivery Manager

ITEC Group Australia; South Australia; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

SCHADS Award entitlements

Job summary

ITEC Group Australia is seeking a Service Delivery Manager to lead end-to-end coordination of Supported Independent Living and community access services. You will ensure safe, compliant, and person-centred delivery, maintain rostering, manage after-hours support, and foster strong stakeholder relationships.

The role requires a Diploma or Certificate IV in Disability or related field, solid experience in rostering and workforce coordination, and thorough knowledge of NDIS Practice Standards and

Qualifications

• Certificate IV or Diploma in Disability, Community Services, or related field.
• Experience in a similar role and managing a team in residential and/or community settings.
• Strong knowledge of NDIS Practice Standards and SCHADS Award provisions.

Responsibilities

• Oversee end-to-end service delivery for SIL and community programs.
• Coordinate rostering and workforce management with a focus on safety and compliance.
• Manage after-hours escalations and on-call support.
• Foster relationships with participants, families, advocates and multidisciplinary teams.
• Ensure service delivery is person-centred and aligned with participant goals and NDIS requirements.
• Support audits, quality reviews and continuous improvement.

Skills

Rostering

Workforce coordination

Stakeholder engagement

NDIS standards

SCHADS Award knowledge

Person-centred support

Education

Certificate IV or Diploma in Disability/Community Services

Job description

Level 5 SCHADS Award + Super + Leave Loading

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

With a workforce of 400+ across QLD, NT, SA, and NSW,we’reproud 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:

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

Why You’ll Love This Role

The Service DeliveryManager isresponsible forleading 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.
• Provideoperational guidance and oversight to Team Leaders and frontline staff.
• Monitor staffperformance and ensure SCHADS compliance in rostering, overtime, availability, and workforce practices
• Monitor WHS and asset, incidents, complaints, and risks, ensuringappropriate 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.
• Identifyand 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 roleand managing team ina residentialand/orcommunity setting.
• 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 withparticipantswith 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 whererequired.
• Attention to detail inmaintainingaccuraterecords 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