Service Manager

Ablepoint Australia; Sydney; Hybrid; AUD 110,000 - 140,000; Full time

Job summary

Ablepoint Australia is seeking a Service Manager to oversee NDIS services across SIL, STA, SDA, community access and youth/mental health programs in the Greater Sydney Area. The role combines on-site oversight with work-from-home flexibility to ensure high-quality, person-centred supports and compliant operations.

You will lead and mentor support teams, manage participant intake and service planning, monitor adherence to NDIS standards, and oversee incident reporting, risk management, budgeting,

Qualifications

• Experience in disability, community, or mental health services with service coordination and case management.
• Strong team leadership, staff supervision and performance management within human services/NDIS.
• Solid knowledge of NDIS frameworks, quality and safeguarding standards, risk management and compliance.
• Excellent communication and stakeholder engagement with participants, families and partners.
• Commitment to culturally safe practice for Aboriginal and Torres Strait Islander communities.

Responsibilities

• Oversee delivery of NDIS services across SIL, STA, SDA, community access, youth and mental health programs.
• Lead and mentor support teams and ensure high-quality, person-centred practice.
• Manage participant intake, service planning and documentation.
• Monitor compliance with NDIS and organisational standards; oversee incident reporting and risk.
• Manage budgets, reporting, and contribute to continuous improvement and service development.
• Collaborate with participants, families, support coordinators, and external stakeholders to maintain trauma-informed practice.

Skills

Service coordination

Case management

Person-centred practice

Team leadership

Staff supervision

Performance management

Stakeholder engagement

NDIS compliance

Education

Tertiary qualification in social work/psychology/related field

Tools

Case management software

Job description

Company Description

Ablepoint Australia is a registered NDIS provider delivering culturally sensitive, person-centred care tailored to the diverse needs of participants, including Aboriginal and Torres Strait Islander communities and individuals with complex or justice-involved backgrounds. The organisation uses a trauma-informed and holistic approach to support people living with disability and mental health challenges, promoting dignity, trust, and empowerment. Core services include Supported Independent Living, Short-Term and Specialist Disability Accommodation, Community Access, Support Coordination, Transportation Support, Youth and Mental Health Services, and Core Daily Supports. Ablepoint operates across multiple locations including Carlingford, The Rocks, Concord, the Central Coast, Dubbo, Orange, Tasmania, and Darwin, with a mission to help participants achieve their goals, gain independence, and thrive in safe, inclusive environments.

Role Description

The Service Manager is a full-time, hybrid role based in the Greater Sydney Area, with a mix of on-site service oversight and work from home flexibility. This role is responsible for managing the delivery of NDIS services, ensuring high-quality, person-centred support across programs such as SIL, STA, SDA, community access, and youth and mental health services. Day-to-day tasks include leading and mentoring support teams, overseeing participant intake and service planning, monitoring compliance with NDIS and organisational standards, and managing incident reporting and risk. The Service Manager will collaborate closely with participants, families, support coordinators, and external stakeholders to maintain culturally safe, trauma-informed practice and support positive outcomes. The role also involves managing budgets, maintaining accurate documentation and reporting, and contributing to continuous improvement initiatives and service development.

Qualifications

• Experience in disability, community, or mental health services, with strong skills in service coordination, case management, and person-centred practice.
• Proven capability in team leadership, staff supervision, and performance management within human services or NDIS environments.
• Sound knowledge of NDIS frameworks, quality and safeguarding standards, risk management, and compliance requirements.
• Strong communication, interpersonal, and stakeholder engagement skills, including the ability to build trust with participants, families, and community partners.
• Demonstrated commitment to culturally safe practice, particularly in working with Aboriginal and Torres Strait Islander communities and people with complex or justice-involved backgrounds.
• Solid organisational and time management skills, with the ability to manage competing priorities, maintain accurate records, and use digital tools and case management systems effectively.
• Relevant tertiary qualification in social work, psychology, community services, disability, or a related field, or equivalent experience in a similar role.
• Ability to work effectively in a hybrid model across the Greater Sydney Area, including occasional travel to service locations as required.