Service Delivery Leader

Location: Australia Wide

Brand: Disability & Ageing

Date Posted: 23 Sept 2025

• Job number: 2147
• Location: Warrnambool, Victoria
• Employment status: Full-time, ongoing
• Classification: From $51.00 per hour, Level 5 - Victorian Disability Services (NGO) Agreement 2019

About genU

At genU, we are a group of passionate, driven individuals dedicated to making lives happier and healthier, especially for people with disability, ageing, and those experiencing disadvantage. As a not-for-profit organisation, we invest directly back into the communities we serve.

We welcome diversity in race, culture, spirituality, gender, age, identity, ability, and sexuality. Our commitment is to foster a welcoming, innovative, safe, empowering, and respectful environment where these values are upheld every day.

Join our team

Are you passionate about making a meaningful impact in the disability and ageing sector? We're looking for a dedicated Service Delivery Leader in and around Warrnambool to oversee the delivery of high-quality, client-centred services. In this pivotal role, you'll lead a team of support workers, manage daily operations, ensure regulatory compliance, and champion a positive team culture. Working closely with the Regional Manager and cross-functional teams, you'll help implement and improve individualised support plans that enhance client wellbeing and independence. If you're a strong leader committed to quality care and continuous improvement, we'd love to hear from you

Key responsibilities

As an empowering and visionary Service Deliver Leader your indicative responsibilities include but are not limited to:

• Coordinate High-Quality Service Delivery: Oversee the daily operations and delivery of home and daily living and supports, ensuring client-centred care that enhances quality of life for people with disabilities and older adults.
• Lead and Supervise Staff: Provide effective leadership, supervision, and training to support workers, fostering a safe and respectful environment focused on continuous development and high-quality service.
• Manage Individual Client Support Plans: Ensure all client plans are current, compliant, and implemented appropriately, with accurate documentation to support care delivery and funding requirements
• Ensure Compliance and Quality Standards: Maintain adherence to all relevant policies, procedures, and industry standards, supporting audit readiness and accurate record-keeping.
• Drive Continuous Improvement: Actively contribute to service improvements by identifying opportunities to enhance client outcomes and operational efficiency.
• Stakeholder Engagement: Build and maintain strong and effective relationships with internal and external stakeholders to support and improve delivery of client centred services.
• Finance Management: Manage financial performance in adhering to client rosters of care, overtime and staff utilisation.

Requirements

To be eligible, you must have or willing to complete:

• Tertiary qualification in disability or related field or a minimum Certificate IV in Disability with substantial experience;
• Current Australian Driver's License;
• NDIS Worker Screening Number;
• NDIS Worker Orientation Certificate - "Quality, Safety & You";
• Working with Children Check VIC.

Desirable

• Current First Aid and CPR certificate;
• Strong understanding of relevant NDIS and Ageing regulations and standards;
• Demonstrated ability to lead and support teams;
• Strong stakeholder engagement and relationship management skills;
• Ability to drive continuous improvement and innovation.

Employee benefits

genU offers a range of benefits, including:

• Health and wellbeing support: 24/7 access to a holistic employee assistance program.
• Salary packaging: Non-for-profit salary packaging up to $15,900 per annum, plus additional meals and entertainment benefits.
• Discount shopping programs: Save at over 450 retailers, including Coles, Woolworths, JB HI-FI and Officeworks.
• University Study Discount: 25% discount for undergraduate and postgraduate courses at Torrens University for genU staff.
• Employee referral program: Earn a bonus for referring successful candidates at completion of their probationary period.
• Professional development: In addition to a comprehensive induction program and ongoing professional development, genU is committed to providing opportunities for career progression. You will have access to a range of accredited training modules, staff mentoring programs and our internal jobs board.

Ready to make a difference?

We are committed to supporting individuals throughout the recruitment and selection process, ensuring accessibility for all applicants. If you require adjustments or an alternative application format, please contact Ryan at (quoting the job title and number).

For further details about the role, please reach out to Toni on or and you can view the full position description HERE

If you're ready to make an impact and grow with us, apply now

Note: Current genU staff should apply via the staff intranet.