Senior Service Delivery Manager

5 days ago

Mosman Park, Australia Rocky Bay Full time

Rocky Bay is a leading provider of disability services in Western Australia. We are seeking an experienced Senior Service Delivery Manager to lead our South of the River portfolio.

Key Responsibilities:

  • Work closely with customers, their families/guardians, and Rocky Bay support services to deliver seamless service experiences.
  • Undertake suitability checks to ensure services are costed, planned, and delivered in line with customer plans.
  • Manage waitlists across team leader areas to ensure services are responsive.
  • Monitor and act on data across the customer journey, including customer plan utilisation, entry and exits.
  • Lead continuous improvement of service offerings from trends, customer feedback, and data insights.
  • Lead, manage, and support direct reports through coaching, mentoring, and performance management.
  • Support team leaders to sustain a culture of service excellence and ensure adequate support and resources.
  • Uphold and manage Rocky Bay's brand reputation, identifying and reporting reputation risks.

Requirements:

  • Able to have meaningful conversations with stakeholders and customers to understand their needs and service requirements.
  • Highly developed organisational skills with effective workload management and meeting deadlines.
  • Experience in a management role for more than 3 years.
  • Ability to communicate effectively verbally and in writing, confident in presentation skills.
  • Demonstrated commitment to a person-focused culture and delivery of quality outcomes.
  • Experience in managing a budget and maintaining relevant finance records.
  • Strong computer skills, MS Office applications, and Client Data Management systems experience.

Benefits:

  • Range of employee benefits and health and wellness programs, including discounts on health insurance, gas, and banking services.
  • Flexible work arrangements with a great work-life balance.
  • Purchased Leave Program to increase annual leave up to 6 weeks per year.
  • Salary Packaging (up to $18,550) and Leave Loading (17.5% payable on annual leave).

About Us:

At Rocky Bay, we value diversity and inclusivity. We welcome applicants from all backgrounds and offer a supportive work environment. Our team is passionate about delivering high-quality services that make a real difference in people's lives.

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