Service Delivery Manager NSW

Service Delivery Manager – NSW

Are you an experienced leader in occupational rehabilitation who is passionate about service excellence, innovation, and developing high-performing teams? We are seeking a Service Delivery Manager - NSW to oversee our state operations and drive outcomes that make a real difference to people's lives.

About Prudence:

At Prudence Rehab, we're redefining what workplace rehabilitation can be. Ranked among the top three providers in NSW, we've built a strong reputation for innovation, client centred care, and delivering results that consistently exceed industry standards. Our values Health at Work, Defining Excellence, Unquenchable Thirst, Thriving Team, and We Own It aren't just words on a wall. They're lived every day by our 80+ passionate team members nationwide. With an engagement score of 88% (well above the industry benchmark of 65%), we're proud of a culture marked by collaboration, professional reasoning, and low staff turnover (over 98% retention).

About the Role

This newly created role reflects Prudence Rehab's continued growth and expansion in NSW. Reporting directly to the General Manager as the Service Delivery Manager, you will lead a talented group of Area Managers and Team Leaders, ensuring our services in NSW continue to consistently achieve industry-leading outcomes. You'll partner with industry leading Client Relations colleagues to collaborate and strengthen relationships with insurers, employers, and stakeholders. This role is perfect for a strategic thinker who also enjoys being hands-on with leadership, service quality and compliance.

Key Accountabilities

The role can be based in the Greater Sydney region, Wollongong or Newcastle with flexible hybrid working arrangements. Occasional travel across NSW is required to provide F2F support to the team and manage stakeholder relationships.

The role has a significant influence across four dimensions of the organisation:

Service Quality & Outcomes 

Ensures our services consistently achieve industry-leading return-to-work outcomes and meet or exceed scheme-specific benchmarks. The role safeguards quality through oversight, escalation processes, and embedding evidence-based practice.

People Leadership & Development 

Shapes the culture of operations by mentoring and developing Area Managers, Team Leaders and Consultants. The role empowers our team to exercise professional reasoning, fosters accountability, and builds succession pathways for future leaders.

Client & Stakeholder Relationships 

Strengthens our partnerships with insurers, employers, and industry stakeholders, directly contributing to the growth of our referral base and long-term sustainability. The role enhances our reputation for excellence and responsiveness.

Strategic & Financial Contribution 

Aligns NSW service delivery with national strategies and interstate teams, ensuring growth is intentional, services are sustainable, and evidence is embedded. The role drives efficiency, budget adherence, and introduces service initiatives that support both business growth and client outcomes.

Why Join Us?

At Prudence Rehab, we live by our values - Health at Work, Defining Excellence, Unquenchable Thirst, Thriving Team, and We Own It. These aren't just phrases; they guide how we support our people, our clients, and our partners every single day.

Here's what you'll gain when you join us:

• Belong to a Thriving Team – Work alongside 50+ passionate consultants, with an engagement score of 88% (well above the industry benchmark of 65%, according to Great Place to Work).

• Your Health at Work Comes First – Enjoy benefits designed for balance and health, including 9-day fortnights, Summer Fridays, and volunteer leave.

• Be Values-Driven – Join a workplace that redefines excellence in workplace rehabilitation by living its values, not just stating them. Supported by a strong team culture, marked by collaboration, low turnover (over 98% retention), and peer support across all our states.

• Leadership That Invests in You – Be backed by leaders who prioritise your growth, professional reasoning, and career progression with ongoing training and monthly CPD.

• Rewards That Reflect Your Value – Competitive remuneration paired with real opportunities to advance your career with a provider that is genuinely respected across the industry.

• Balanced Expectations & Flexibility – teams with realistic caseloads, allowing us to focus on quality rather than volume. True flexibility for hybrid and remote work options, manageable hours, and no mandatory office days.

What We're Looking For

• Tertiary qualified allied health professional (Physiotherapist, Occupational Therapist, Exercise Sports Scientist, Exercise Physiologist, Registered Psychologist, Rehabilitation Counsellor) with current AHPRA registration or relevant professional board membership

• A proven leader in occupational rehabilitation (minimum of 8 years' experience) with working knowledge of SIRA provider frameworks and industry service standards

• Strong client relationship and stakeholder management skills

• Ability to coach, mentor, and build a culture of excellence and accountability

• Data-driven, outcome-focused, and adaptable in a fast-moving environment

• Driver's licence and access to vehicle

• Full Australian working rights

Next Steps

If this sounds like the right role for you:

• Apply now, or
• Email Sarah at with your CV and cover letter.

We'd love to know a little more about you—tell us your favourite album and the cause you'd choose for our Community Support Days.