About the Role

We are seeking a dynamic and experienced NDIA Service Delivery Manager to lead and manage the day-to-day operations of our organisation. This critical leadership position ensures client services and internal operations are compliant, efficient, and aligned with organisational goals.

You will work collaboratively across teams to balance service delivery with financial oversight, compliance requirements, Supported Independent Living (SIL), and broader community support. A strong focus on quality outcomes, staff engagement, and client satisfaction is essential.

This role requires a hands-on leader with excellent communication skills, strong financial management abilities relating to client budgets, and a commitment to person-centered care.

Key Responsibilities

Finance

Collaborate with the Finance Manager to develop and maintain Participant support rosters.

Manage budgets for buddy shifts and staff training, ensuring appropriate resource allocation and cost-effective planning.

Work closely with the scheduling team to reduce overtime expenses and optimise workforce utilisation.

Compliance

Ensure all client documentation meets current Disability Service Standards and legislative requirements.

Verify Service Agreements are up to date, aligned with client needs, and reflective of agreed service provision.

Monitor clients’ budget utilisation to ensure services remain within allocated funding and make necessary adjustments to maintain compliance.

Community and Accommodation Support

Ensure all support locations meet Workplace Health and Safety (WHS) requirements.

Oversee the quality of client support, maintaining high service standards.

Ensure staff training remains current and is updated as per legislative and organisational requirements.

Manage daily operations of client homes and accommodation services, ensuring smooth, safe, and supportive environments.

Maximise the use of National Disability Insurance Agency (NDIA) plans for optimal client outcomes.

Lead the intake process and evaluate new opportunities for service delivery.

Conduct regular check-ins with clients and staff to ensure satisfaction and gather feedback.

Oversee client satisfaction processes and implement improvements where needed.

Develop SCHADS-compliant rosters in line with operational and budgetary requirements.

Selection Criteria

Leadership and Management

Proven experience managing day-to-day operations within a service-driven environment.

Strong leadership skills with the ability to inspire and develop staff while maintaining a client-focused culture.

Experience leading multiple teams and collaborating across departments to meet organisational goals.

Financial Management

Demonstrated understanding of financial processes, including the development and monitoring of client budgets.

Experience working with finance teams to create cost-effective staffing and service plans.

Ability to identify opportunities for cost savings while maintaining service quality.

Compliance

Sound knowledge of Disability Service Standards, NDIS requirements, and related regulatory frameworks.

Proven track record of ensuring operational and service compliance with client funding, documentation, and WHS requirements.

Client-Centered Practice

Strong commitment to delivering high-quality, person-centered services.

Experience in client intake and service planning, with a focus on delivering individualised supports.

Effective communication and relationship-building with clients and stakeholders.

Experience using NDIA plans to deliver tailored, effective client outcomes.

Community and Accommodation Services

Experience managing accommodation services, ensuring safety, compliance, and quality support.

Skilled in coordinating training and overseeing the smooth daily operation of support sites.

Communication and Interpersonal Skills

Excellent communication skills, both written and verbal.

Ability to guide and support staff teams while resolving issues efficiently and professionally.

Problem-Solving and Decision-Making

Strong problem-solving capabilities with a proactive, solution-focused mindset.

Demonstrated ability to make informed decisions under pressure while maintaining operational performance and service quality.