At Focus ACT, we’re passionate about empowering people with disabilities to live fulfilling, independent lives in their communities. We’re now looking for an experienced and values-driven Service Manager to lead our dedicated Client Support Team and help turn strategic goals into exceptional service outcomes.

About the Role

As the Service Manager, you’ll be based in our Canberra office and work closely with the Operations Director to turn strategic objectives into effective, high-quality service delivery. This is an office-based leadership role, requiring strong collaboration with internal teams and ongoing engagement with clients’ guardians and support networks.

You’ll coordinate supports across client residences, oversee daily team operations, and ensure compliance with NDIS and Work Health and Safety standards. Central to your role is developing and maintaining strong, respectful relationships with guardians, advocates, and stakeholders to ensure client goals are not only supported—but achieved.

Key Responsibilities

Strategic & Operational Planning: Support the development and execution of yearly work plans aligned with Focus ACT’s strategic goals.

Team Leadership: Lead, coach, and support the Client Support Team to deliver safe, high-quality services.

Compliance & Quality: Embed NDIS Quality & Safeguards Commission Standards, WHS requirements, and best practices in all services.

Financial Oversight: Contribute to budgeting processes, funding risk assessments, and NDIS plan monitoring.

Risk Management: Identify and respond to operational and client-based risks in alignment with our Risk Management Framework.

Stakeholder Engagement: Act as a key liaison with clients' guardians and advocates, maintaining strong, collaborative relationships.

Continuous Improvement: Promote a culture of reflection, feedback, and ongoing learning for the team and organisation.

About You

You're an experienced people leader with strong operational acumen and a deep commitment to delivering high-quality, client-focused disability services. You thrive in a structured, office-based environment where you can collaborate closely with colleagues, guardians, and external partners.

Selection Criteria

Proven experience managing service delivery in the disability, health, or community services sector (2–5 years minimum).

Demonstrated ability to lead, coach, and manage high-performing teams.

Experience with risk management, incident response, and complex problem-solving.

Strong stakeholder engagement and interpersonal communication skills, including experience working closely with family members and guardians.

Proven ability to contribute to budget planning and service viability monitoring.

Sound knowledge of the NDIS, including legislation, Code of Conduct, and Quality and Safeguards Standards.

A commitment to inclusive, culturally safe practices that support First Nations, LGBTQ+, CALD communities, and people with disabilities.

Resilient, adaptable, and confident making decisions independently.

Willingness to provide after-hours on-call support on a rotating basis.

Qualifications & Requirements

Minimum Certificate III in Disability Support (or related field)

WWVP Registration (including NDIS Activities)

National Police Check (issued within the last 3 months)

Current Driver’s Licence

Ready to Apply?

If you're ready to step into a leadership role that brings strategy to life and empowers your team to deliver outstanding care, we’d love to hear from you. Apply today with your resume and a cover letter addressing the selection criteria (no more than 2 pages).

For more information, contact [email protected]

Focus ACT acknowledges a diverse workplace allows us to provide the best service possible. We encourage applications from all members of the community inclusive of Aboriginal and Torres Strait Islander people, culturally and linguist diverse backgrounds and persons with a disability. Our hiring process is based only on the applicant’s experience, qualifications and the inherent requirements of the role.