Service Delivery Manager

2 weeks ago

Newcastle, New South Wales, Australia Butter Fish Services Full time

Who we are
Butter Fish Services provides accessible, authentic therapy and support services by partnering with people through our outcome-focused approach.

  • Every day, we empower our clients to achieve a positive outcome and meet their individual goals. We are committed to partnering with people on their journey to becoming A Greater You.
    About the role

We are seeking passionate and driven Service Delivery Manager to join our growing collaborative team and become an integral part of our exciting growth journey.


  • This is a unique and exciting time to join a growing organisation and influence positive change within our industry.
    Position Summary

Reporting to the Managing Director, the Service Delivery Manager is responsible for coordinating the delivery of services on a National Basis to our NDIS customers.


  • The Service Delivery Manager will drive business growth and identify new NDIS customer leads and opportunities. The position will require developing new networks and relationship within the sector that support new leads and business opportunities. Additionally, the position will implement policies and procedures as directed by the Managing Director and Manager, People & Culture and maintain NDIS standards to ensure compliance across all BFS locations.
  • The role will oversee the Service Delivery Team to ensure daily KPI's are being met and ensure that team are engaging with customers adequately and appropriately, while having a strong desire to improve the quality of life for people who have disabilities.
    Key Responsibilities
  • Supervising and managing all administrative requirements of the Service Delivery team
  • Nurturing and developing strong and effective relationships with clients and internal stakeholders
  • Assisting the Service Delivery Team with customer complaints and investigations
  • Participating in recruitment and selection of the Service Delivery Team in conjunction with the Manager, People & Culture
  • Facilitate the intake and assessment of new clients to the service by liaising with families, NDIS representatives and allied health professionals to process and receive new referrals
  • Negotiating funding and service arrangements for transitional support in line with NDIS price guide
  • Promoting and enforcing BFS Policies and Procedures in conjunction with the Manager, People & Culture
  • Providing superior customer service for our clients
  • Scheduling all Calendars for Behaviour Support Practitioners in each state
  • Liaise closely with Behaviour Support Practitioners to ensure KPI's are being met on a daily basis
  • Reconciliation of Accounts in Cliniko

Required Experience

  • Minimum 35 years' experience in a management role and managing a team
  • Possess a strong demonstrated working knowledge of the NDIS Framework
  • To go above and beyond with quality services
  • Proficiency in Microsoft Office products
  • Previous supervisory, team management or leadership experience
  • Experience in a fast paced, servicedelivery focused environment, where your ability to communicate and negotiate is critical
  • Strong communication skills, both written and verbal, including the ability to speak to a diverse range of people both internally and externally
  • Strong time management skills


Butter Fish Services, provides accessible, authentic therapy and has a strong interest in working with people who are committed to improving the quality of care within our communities across Australia.


  • We're COVID Safe we have developed a COVID19 Safety Plan to help create and maintain a safe environment for our staff and our community. For more information, please view the COVID19 Management Plan available on our website._

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