NDIS Service Delivery & Operations Lead

D2B; Metro Manila; Remote; PHP 893,000 - 1,116,000; Full time

Job summary

D2B in the Philippines is seeking a Service Delivery and Operations Manager to lead rostering, care quality, compliance, and profitability across three organisations delivering Australia-wide services. Reporting to the Managing Director, you will drive staff performance, participant satisfaction, and NDIS alignment.

You will optimise rosters, manage incidents and audits, collaborate with sales for onboarding, and deliver weekly performance reporting while maintaining strict labour cost control

Qualifications

• Minimum of 2 years of direct operational management experience in Australian NDIS/Disability sector.
• Thorough working knowledge of NDIS Quality and Safeguards Commission rules and Practice Standards.
• Experience managing high-volume rosters and frontline care staff across distributed locations.
• In-depth understanding of Australian worker screening databases (NDIS Worker Screening Check, Working with Children Check, First Aid/CPR).

Responsibilities

• Rostering: ensure 100% coverage and manage cancellations, late arrivals, and absences with budget awareness.
• Participant care: safeguard person-centred, respectful, safe service delivery; handle complaints within one business day.
• Team leadership: supervise Team Leaders and onboarding for new support workers; address underperformance.
• Governance: maintain audit-ready documentation and 100% staff credentialing; manage incident workflows.
• Operations reporting: deliver weekly performance reports and chair routine operations meetings; analyze utilization and margins.

Skills

Operational management

NDIS knowledge

Workforce management

Compliance & screening

Education

Bachelor-level qualification in relevant field

Tools

ShiftCare

CareLink+

Deputy

Employment Hero

Job description

D2B in the Philippines is seeking a Service Delivery and Operations Manager to lead rostering, care quality, compliance, and profitability across three organisations delivering Australia-wide services. Reporting to the Managing Director, you will drive staff performance, participant satisfaction, and NDIS alignment.

You will optimise rosters, manage incidents and audits, collaborate with sales for onboarding, and deliver weekly performance reporting while maintaining strict labour cost control