Service Delivery Manager NDIS & Child Safety

AbilitiesNQ; Cairns Regional; On-site; AUD 110,000 - 140,000; Full time

Job summary

AbilitiesNQ, a private North Queensland provider, seeks an experienced Service Delivery Manager to oversee the Cairns market's NDIS and Child Safety services. Based in Cairns, you will lead a multidisciplinary frontline workforce, align with the Operations Manager and central support, and ensure high standards of service delivery.

You will drive budgeting, performance, quality, and risk management while building strong stakeholder relationships with clients, families, and government agencies.

Qualifications

• Experience leading in regulated community services.
• Strong governance, safeguarding and risk management knowledge.
• Ability to manage budgets and operational metrics.
• Proven people leadership and workforce development.

Responsibilities

• Lead and coach Cairns team across NDIS and Child Safety.
• Deliver operational plans and meet budget objectives.
• Drive safe, high-quality client-centred service delivery.
• Oversee workforce capacity, rostering and overtime.
• Foster accountability and staff development.
• Ensure compliance with legislative and quality requirements.
• Manage incidents and risks, with proper escalation.
• Collaborate with HR, Compliance, Finance and Asset Management.
• Oversee local assets and facilities in conjunction with Asset Management.
• Develop relationships with clients, families, government agencies.
• Identify opportunities to grow AbilitiesNQ presence.
• Represent AbilitiesNQ at care team meetings and inter-agency forums.

Skills

Leadership

Operations management

Budgeting

Stakeholder management

NDIS knowledge

Education

Management qualification

Community services degree

Job description

Service Delivery Manager NDIS & Child Safety

AbilitiesNQ is a privately owned North Queensland provider delivering support, care and engagement to young people and people with disability across a range of residential, community and in-home settings. Our approach centres on three critical success factors: Support, CARE and Engagement. We believe that everyone in our organisation who isn't personally providing frontline support exists to enable those who do.

AbilitiesNQ is seeking an experienced and commercially minded Service Delivery Manager to take ownership of our operations across the greater Cairns market. This is a broad operational leadership role with responsibility for our NDIS and Child Safety services, our people, operational and financial performance, service quality, assets, stakeholder relationships and continued growth across Far North Queensland. Based in our Cairns office, you will lead a multidisciplinary frontline workforce and work closely with AbilitiesNQ's Operations Manager and central support functions.

The Role

As Service Delivery Manager, you will be responsible for the overall performance and day-to-day operation of the Cairns market.

Your key responsibilities will include:

• Lead, coach and support the Cairns team across NDIS and Child Safety service delivery.
• Deliver operational plans and agreed financial and budget objectives.
• Drive safe, high-quality and client-centred service delivery across residential, community and in-home environments.
• Maintain strong oversight of workforce capacity, rostering and overtime.
• Build a positive culture of accountability, engagement, continuous improvement and staff development.
• Ensure Child Safety and NDIS services operate in accordance with relevant legislative, contractual and quality requirements.
• Oversee the appropriate management, documentation, escalation and follow-up of incidents and identified risks.
• Work collaboratively with central HR, Compliance and Risk, Training and Development, Finance and Asset Management functions.
• Oversee local assets and facilities, including vehicles, IT and phone equipment, office and residential locations and furnishings, in conjunction with the Asset Management team.
• Develop strong relationships with clients, young people, families, government agencies and other key stakeholders.
• Identify and pursue opportunities to grow AbilitiesNQ's presence across Cairns and the broader FNQ market.
• Represent AbilitiesNQ professionally across the region, including at care team meetings, case conferences and inter-agency forums.

About You

We are looking for an experienced operational leader who is comfortable taking ownership of a busy, highly regulated service environment.

You will bring:

• Demonstrated leadership and operational management experience within NDIS, Child Safety, community services or a similarly regulated environment.
• Strong people leadership skills, including coaching, performance management and workforce development.
• Sound commercial judgement and experience working with budgets and operational performance measures.
• Strong knowledge of quality, safeguarding, risk and compliance obligations within human services.
• The ability to manage competing operational priorities and make sound decisions in a fast-moving environment.
• Strong stakeholder management and communication skills.
• A practical, visible leadership style and willingness to remain connected to frontline service delivery.
• Strong organisational, problem-solving and analytical capability.
• Relevant tertiary or vocational qualifications in community services, human services, management or a related discipline will be highly regarded.

AbilitiesNQ is committed to building a diverse, inclusive and culturally safe workforce that reflects the communities we support. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people with disability, and people of all identities and lived experiences.