Service Delivery Manager – Support Delivery and Support Coordination

Lead services that make a meaningful difference

Hope and Change is seeking an experienced Service Delivery Manager to oversee the daily operations of our Support Delivery Services and Support Coordination Services.

This permanent, full-time, hybrid role is responsible for supporting team leaders, maintaining service standards and ensuring both service areas operate safely, consistently and sustainably.

We are looking for a capable operational manager who can bring structure and foresight to service delivery, identify issues early and support a shift from reactive responses to proactive management.

About Hope and Change

Hope and Change is a registered NDIS provider delivering in-home disability support and Support Coordination to participants across South East Queensland.

Our mission is to deliver compassionate, person-led support that empowers individuals to live with dignity, independence and choice.

Our values of Compassion, Respect, Integrity, Excellence and Collaboration guide how we work together, support participants and maintain professional standards.

We are building a workplace where expectations are clear, people take responsibility for their work and services are underpinned by strong communication, sound judgement and genuine care.

About the role

Reporting to senior management, the Service Delivery Manager oversees the team leaders responsible for Support Delivery Services and Support Coordination Services.

You will ensure both teams operate effectively, meet participant needs and follow established clinical, governance and organisational requirements.

The role combines workforce oversight, participant service management, operational planning and performance monitoring. You will work closely with clinical, quality and corporate teams to ensure services remain compliant, responsive and financially sustainable. You will manage the Coordination team’s KPIs and case managment levels.

Key responsibilities

• Lead and support team leaders across Support Delivery Services and Support Coordination Services.
• Ensure participant services are appropriately planned, coordinated and delivered in accordance with support plans and service agreements.
• Monitor staffing coverage, rostering, workforce capability and service continuity across Support Delivery Services.
• Oversee caseload allocation, participant engagement, documentation and billable KPI’s are met across Support Coordination Services.
• Ensure clinical instructions, governance requirements and organisational procedures are consistently implemented.
• Monitor participant outcomes, service quality, incidents, complaints and safeguarding concerns.
• Address operational issues promptly, identify recurring problems and implement practical improvements.
• Support team leaders with employee supervision, training, performance and professional development.
• Work with People and Culture to identify recruitment, onboarding and workforce requirements.
• Monitor funded hours, workforce utilisation and resource use, escalating sustainability or financial concerns where necessary.
• Maintain effective communication with participants, families, employees, clinical staff and external stakeholders.
• Ensure records, reports and service documentation are accurate and completed on time.
• Provide senior management with clear updates on operational performance, emerging risks and outstanding actions.
• Promote a proactive approach to planning, coordination and continuous improvement.

About you

You are an experienced operational manager with a strong understanding of disability services and the practical requirements of leading teams through team leaders.

You can balance participant needs, workforce demands and organisational requirements while maintaining clear expectations and following issues through to resolution.

You will bring:

• demonstrated experience as a Service Delivery Manager, Operations Manager, Area Manager or in a comparable disability or community services management role
• experience overseeing team leaders, support workers and participant-facing services
• knowledge of both disability Support Delivery Services and Support Coordination
• a sound understanding of the NDIS, participant safeguarding and service compliance requirements
• practical experience with rostering, staffing, service coordination and operational performance
• an understanding of funded supports, billable activity and sustainable workforce utilisation
• the ability to identify emerging issues, make sound decisions and escalate matters appropriately
• strong communication skills and a collaborative, accountable leadership style
• experience working alongside clinical, governance and corporate support teams.

Qualifications and experience

The successful candidate will ideally have:

• A diploma-level qualification (AQF Level 5) in Disability, Community Services or a relevant qualification in health, nursing, human services, business or management
• at least five years’ experience in disability, home care, community services or a related field
• demonstrated experience managing service delivery operations and supervising team leaders
• working knowledge of the NDIS Practice Standards, NDIS Code of Conduct and participant safeguarding requirements.

Compliance requirements

Appointment will be subject to:

• a current NDIS Worker Screening clearance
• a current Working with Children Check, where required
• current First Aid and CPR certification
• a current driver’s licence
• evidence of relevant qualifications and the right to work in Australia.

If you are an experienced Service Delivery Manager who can bring consistency, accountability and a proactive approach to operational leadership, we welcome your application.

Please submit your resume and a short cover letter outlining your relevant experience and availability.