Service Delivery Manager - Lifestyle Options

Connect2Group; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Salary packaging

Professional development

Employee Assistance Program

Job summary

Connect2Group is seeking a Service Delivery Manager – Lifestyle Options to lead disability support across multiple sites, ensuring person-centred care and NDIs compliance. You will oversee rosters, coordinate with participants and families, and guide frontline staff in a values-driven environment.

You will drive quality, documentation, incident response and continuous improvement while supporting development and safeguarding participant outcomes.

Qualifications

• Experience coordinating disability support services with a sound understanding of NDIS standards.
• Proven ability to build positive relationships with participants, families, guardians and coordinators.
• Strong leadership, problem-solving, and decision-making skills in a dynamic environment.
• Proficient in client documentation, reporting, and data management.

Responsibilities

• Develop person-centred day support programs aligned to participants’ goals and plans.
• Support rostering to ensure staffing coverage and cost-effective service delivery.
• Liaise with participants, families, guardians and professionals for coordinated care.
• Lead disability support workers and foster a high-performing team culture.
• Maintain accurate participant records and ensure privacy and compliance.
• Assist with incident reporting, risk management and continuous improvement.
• Contribute to audits, policy implementation and quality assurance.
• Engage in team meetings and professional development; provide performance feedback.

Skills

NDIS knowledge

Leadership

Stakeholder management

Case management

Documentation

MS Office

Education

Certificate IV in Disability

Diploma in Community Services

Tools

MS Office Suite

Client management systems

Job description

Service Delivery Manager - Lifestyle Options

Connect2Group is a not-for-profit organisation providing services for people with disability through the delivery of personalised activities with a client focused collaborative approach. With over 30 years involvement in the community, Connect2Group has fostered positive change and ongoing success in innovative disability services. Our services include Disability Employment Services, NDIS Finding and Keeping a Job, Community Access, 24/7 Residential Care, Behavioural Support, flexible in-home Support, Life Skills Development, and centre-based activities.

About the Role

We are seeking an experienced Full-Time Service Delivery Manager – Lifestyle Operations.

The Service Delivery Manager - Lifestyle Options, is responsible for overseeing the delivery of high-quality, person-centred disability support services across our multiple sites including Centre based, in home support and community access programs. This role provides leadership, operational oversight, and strategic support to frontline support workers to ensure compliance with NDIS requirements, legislative obligations and Connect2Group’s mission, values, and policies.

Key Responsibilities

Develop, implement, and continuously review person-centred day support programs that align with participants' NDIS goals, individual support plans, and desired outcomes

Support the Rostering Coordinator to maintain effective staffing rosters, ensuring appropriate workforce coverage and the efficient, timely, and cost-effective delivery of services.

Liaise with participants, families, guardians, support coordinators, allied health professionals, and other internal and external stakeholders to ensure effective communication and coordinated service delivery.

Provide leadership, guidance, and day-to-day support to disability support workers, fostering a positive, collaborative, and high-performing team culture.

Maintain accurate participant records, case notes, and documentation in accordance with organisational policies, privacy requirements, and quality and compliance standards.

Assist with incident reporting, risk management, and the implementation of corrective actions to support continuous improvement and participant safety.

Contribute to quality assurance activities, audits, policy implementation, and continuous improvement initiatives to maintain compliance with NDIS Practice Standards and organisational requirements.

Participate actively in team meetings, case reviews, and professional development, sharing knowledge and contributing to service improvements across the organisation.

Provide informal feedback to employees on a regular basis, conduct probationary reviews, performance appraisals and reviews and performance management.

About You

To be successful in this role, you will have:

Demonstrated knowledge and experience within the disability services sector, including a sound understanding of the National Disability Insurance Scheme (NDIS), person-centred practice, and the NDIS Practice Standards.

Proven experience in coordinating or managing disability support services, with the ability to deliver high-quality, participant-focused outcomes.

Demonstrated ability to build and maintain positive, professional relationships with participants, families, guardians, support coordinators, allied health professionals, staff, and other key stakeholders.

Well-developed problem-solving, critical thinking, and decision-making skills, with the ability to respond effectively to operational challenges and changing participant needs.

High level of computer literacy, including proficiency in Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint), client management systems, and electronic record-keeping.

Experience with client documentation, case management and operational reporting.

Current National Police Check, NDIS Worker Screening Clearance, Working with Children Check (where applicable), current First Aide & CPR certification, and a current unrestricted driver's licence.

Certificate IV, Diploma, or higher qualification in Disability, Community Services, Mental Health, Human Services, Management (or equivalent industry experience).

We strongly encourage applications from people Aboriginal and Torres Strait Islander people, Culturally and Linguistically Diverse individuals, and LGBTQIA+ community members. Your lived experience is invaluable!

Why Join Connect2Group?

Salary packaging to maximise your take-home pay.

Join a respected not-for-profit with over 30 years of community impact.

Supportive and values-driven leadership team.

Ongoing professional development and career growth.

Employee Assistance Program and wellbeing initiatives.

Monday to Friday role with participation in an on-call roster.

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