Service Delivery Manager

Help Along; Strathpine; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Kudos Credit program

Peer Recognition program

CareGigs Academy training

Regular social events

Monthly newsletter

Onsite parking

Job summary

HelpAlong in Strathpine, Queensland, seeks a Service Delivery Manager to lead service delivery across SIL, STA and community supports, ensuring safety, consistency and alignment with participant needs.

You will oversee a portfolio of services, lead Service Coordinators and provide operational direction across workforce, quality and risk, reporting to the Operations Manager.

Qualifications

• Experience in a senior leadership role within disability, community services or a similar environment.
• Strong understanding of the NDIS, Quality and Safeguards requirements and person-centred service delivery.
• Proven ability to lead teams, manage performance and drive accountability.
• Strong communication skills and ability to work with a range of stakeholders.
• Ability to manage competing priorities and make sound operational decisions.
• Commercial awareness, including understanding of funding, utilisation and service sustainability.
• A practical and hands-on leadership approach.

Responsibilities

• Oversee day-to-day service delivery across support services.
• Lead and support Service Coordinators to deliver consistent service outcomes.
• Oversee intake, onboarding and participant transitions, ensuring appropriate service matching and risk assessment.
• Monitor service quality, documentation and compliance with NDIS requirements.
• Oversee incident management, including investigations, reporting and corrective actions.
• Provide operational leadership during incidents and escalations, including after-hours on-call support.
• Oversee rostering and workforce coordination, ensuring adequate coverage and response to gaps.
• Manage complex participant cases, including behaviours of concern and restrictive practices.
• Maintain strong relationships with participants, families, support coordinators and stakeholders.
• Monitor service delivery against funding, utilisation and operational requirements.
• Drive improvements across systems, documentation and service delivery.
• Ensure WHS requirements are met across all services.

Skills

Senior leadership

NDIS knowledge

Person-centred service delivery

Team leadership

Stakeholder management

Communication skills

Decision making

Commercial awareness

Job description

At HelpAlong, we support people to live with independence, dignity and choice.

About the Role

As our Service Delivery Manager, you will lead service delivery across all support services including SIL, STA and community supports, ensuring services are safe, consistent and aligned with participant needs.

Based in our Strathpine office, you will oversee a portfolio of services, lead Service Coordinators and provide operational direction across workforce, quality and risk.

Reporting to the Operations Manager, this role is responsible for service quality, operational decision making and ensuring services are delivered in line with NDIS requirements and funding expectations.

Key Responsibilities

• Oversee day-to-day service delivery across support services,
• Lead and support Service Coordinators to deliver consistent service outcomes,
• Oversee intake, onboarding and participant transitions, ensuring appropriate service matching and risk assessment,
• Monitor service quality, documentation and compliance with NDIS requirements,
• Oversee incident management, including investigations, reporting and corrective actions,
• Provide operational leadership during incidents and escalations, including after-hours on-call support,
• Oversee rostering and workforce coordination, ensuring adequate coverage and response to gaps,
• Manage complex participant cases, including behaviours of concern and restrictive practices,
• Maintain strong relationships with participants, families, support coordinators and stakeholders,
• Monitor service delivery against funding, utilisation and operational requirements,
• Drive improvements across systems, documentation and service delivery,
• Ensure WHS requirements are met across all services.

About You

• Experience in a senior leadership role within disability, community services or a similar environment,
• Strong understanding of the NDIS, Quality and Safeguards requirements and person-centred service delivery,
• Proven ability to lead teams, manage performance and drive accountability,
• Strong communication skills and ability to work with a range of stakeholders,
• Ability to manage competing priorities and make sound operational decisions,
• Commercial awareness, including understanding of funding, utilisation and service sustainability,
• A practical and hands-on leadership approach.

Why Join Us?

• Purpose & Impact – Be part of an organisation that supports people to live the life they choose, making a direct impact every day.
• Supportive Team Culture – Work alongside experienced leaders and teams who are present, responsive and focused on your success.
• Rewards & Recognition – We recognise our people through our Kudos Credit and Peer Recognition program.
• Training & Capability Building – Access ongoing training through CareGigs Academy and internal competency programs aligned to your role.
• Team Culture & Connection – Regular social events, staff BBQs, raffles, friendly competitions and our monthly newsletter help keep everyone connected and recognised.
• Everyday Perks – Located north of Brisbane with onsite parking, away from city traffic, plus a regular coffee van visit.

About Us

HelpAlong is a registered NDIS provider supporting participants across South East Queensland. We deliver services across Supported Independent Living, community access and in-home supports.

Our focus is on safe, consistent and high-quality service delivery. We invest in our people, systems and leadership capability to ensure strong outcomes for participants and teams.

At HelpAlong, our people are central to what we do. We work as one team to support participants and each other. We are committed to a diverse and inclusive workplace and encourage all applications.

Thank you for taking the time to submit your application. Shortlisted applicants will be contacted in due course.