Service Delivery Manager: SIL & Community Programs

ITEC Group Australia; Mackay Regional; On-site; AUD 90,000 - 110,000; Full time

Job summary

ITEC Group Australia is seeking a Service Delivery Manager to lead end-to-end coordination for SIL and community programs in Mackay. Provide safe, compliant, person‑centred services and manage rostering and after‑hours escalations, while building strong stakeholder relationships.

You will connect frontline teams with participants and their representatives, support growth, and ensure sustainable service delivery under NDIS standards and SCHADS obligations.

Qualifications

• Minimum certificate IV or Diploma in Disability, Community Services, or related field.
• Demonstrated experience in a similar role and managing team in a residential and/or community setting.
• Strong working knowledge of NDIS Practice Standards and SCHADS Award requirements.

Responsibilities

• 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.

Skills

Team leadership

Rostering

NDIS standards

Stakeholder engagement

Communication

Education

Certificate IV or Diploma in Disability / Community Services

Tools

Rostering software

Job description

ITEC Group Australia is seeking a Service Delivery Manager to lead end-to-end coordination for SIL and community programs in Mackay. Provide safe, compliant, person‑centred services and manage rostering and after‑hours escalations, while building strong stakeholder relationships.

You will connect frontline teams with participants and their representatives, support growth, and ensure sustainable service delivery under NDIS standards and SCHADS obligations.