Service Manager – Client Services

Incepta; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Fuel and meal allowances

Work phone and laptop

Bonus programs

Job summary

Incepta, based in Sydney, delivers NDIS services including accommodation, respite, day programs and community support. We are seeking a Service Manager – Client Services to lead disability services across Sydney and surrounding areas, ensuring high-quality participant outcomes and NDIS compliance.

The role reports to Regional/Operations leadership and focuses on safe, inclusive, person-centred environments where participants maximise independence and goal achievement.

Qualifications

• 2–3 years’ experience in a leadership role within disability/community services or NDIS sector (e.g. Service Manager, Operations Manager).
• Strong knowledge of NDIS legislation, Practice Standards and person-centred delivery.
• Experience managing teams, compliance, reporting and continuous improvement.

Responsibilities

• Provide strong leadership and operational oversight of day-to-day service delivery across accommodation and/or day program services.
• Ensure supports align with participant NDIS plans, goals, and aspirations.
• Lead, coach and develop Wellbeing Assistants and senior support staff.
• Manage workforce planning, staff performance, supervision, training and development.
• Oversee rostering, staffing levels, service budgets and operational requirements.
• Ensure compliance with NDIS Practice Standards, quality frameworks and safeguarding policies.
• Maintain participant documentation (plans, progress notes, risk assessments, incident reports).
• Monitor service quality, outcomes and continuous improvement opportunities.
• Build relationships with participants, families, carers, allied health professionals and stakeholders.
• Coordinate reviews and implement NDIS goals and supports.
• Manage complex participant needs including behaviour support strategies and restrictive practices.

Skills

Leadership

NDIS knowledge

Staff development

Communication

Job description

At Incepta, we’re passionate about supporting individuals with disability to live empowered, fulfilling lives — full of choice, integrity, respect and care.

Based in Sydney, we provide a range of NDIS services including accommodation, respite, day programs and community support for adults and children. We focus on what is important to each participant and support them to achieve their goals, build independence, develop skills and live great lives.

Our team is at the heart of everything we do. We are committed to creating a workplace where our people feel valued, supported and empowered to deliver exceptional outcomes for the individuals and families we support.

At Incepta, we strive for real smiles.

About Us

At Incepta, we’re passionate about supporting individuals with disability to live empowered, fulfilling lives — full of choice, integrity, respect and care.

Based in Sydney, we provide a range of NDIS services including accommodation, respite, day programs and community support for adults and children. We focus on what is important to each participant and support them to achieve their goals, build independence, develop skills and live great lives.

Our team is at the heart of everything we do. We are committed to creating a workplace where our people feel valued, supported and empowered to deliver exceptional outcomes for the individuals and families we support.

At Incepta, we strive for real smiles.

About the Role

We are seeking an experienced Service Manager – Client Services to lead the effective delivery and ongoing development of our disability support services across Sydney, including the Inner West and surrounding areas.

Reporting to the Regional Manager and Manager – Operations, you will be responsible for overseeing service operations, leading a team of support staff, ensuring quality participant outcomes, and maintaining compliance with NDIS requirements and Incepta policies.

This is a key leadership role responsible for creating a safe, inclusive and person-centred environment where participants can maximise their independence, achieve their goals and access meaningful opportunities.

Key Responsibilities

• Provide strong leadership and operational oversight of day-to-day service delivery across accommodation and/or day program services.
• Ensure all supports are delivered in alignment with participant NDIS plans, goals, preferences and aspirations.
• Lead, coach and develop Wellbeing Assistants and senior support staff to deliver high-quality, person-centred services.
• Manage workforce planning, staff performance, supervision, training and development requirements.
• Oversee rostering, staffing levels, service budgets and operational requirements.
• Ensure compliance with NDIS Practice Standards, quality frameworks, safeguarding requirements and organisational policies.
• Maintain accurate participant documentation, including support plans, progress notes, risk assessments, incident reports and service records.
• Monitor service quality, outcomes and continuous improvement opportunities.
• Build strong relationships with participants, families, carers, allied health professionals and community stakeholders.
• Coordinate participant reviews and ensure effective implementation of NDIS goals and supports.
• Manage complex participant support requirements, including behaviour support strategies and restrictive practice compliance.
• Ensure effective incident management, risk management and workplace health and safety practices.
• Complete reporting, audits and performance monitoring requirements within required timeframes.
• Support recruitment, onboarding and induction of new team members.

About You

You are an experienced disability services leader with a strong understanding of the NDIS environment and a passion for creating meaningful outcomes for people with disability.

You will bring:

• Minimum 2–3 years’ experience in a leadership role within the disability, community services or NDIS sector, such as Service Manager, Operations Manager, Program Manager, Team Leader or similar.
• Strong knowledge of NDIS legislation, Practice Standards, quality requirements and person-centred service delivery.
• Demonstrated experience managing teams and developing staff capability.
• Experience overseeing service operations, compliance, reporting and continuous improvement activities.
• Strong understanding of participant safeguarding, risk management and duty of care responsibilities.
• Excellent communication, leadership and stakeholder engagement skills.
• Strong organisational skills with the ability to manage competing priorities.
• A proactive approach with the ability to inspire teams and achieve positive outcomes.

Why Join Us?

At Incepta, you will be part of an organisation that values its people and the difference they make every day.

• A supportive and inclusive leadership environment.
• Flexible working arrangements to support work-life balance.
• Fuel and meal allowances, plus a work phone and laptop.
• Bonus programs recognising performance and contribution.
• Access to our Employee Assistance Program (EAP).
• Opportunities for professional development and career growth.
• A passionate team committed to improving the lives of people with disability.