Service Delivery Manager

**Seeking a Service Delivery Manager to lead our dynamic team.**

Equality Disability and Healthcare Service is a leading provider of disability services, committed to delivering exceptional care and support that empowers individuals with disabilities to live independently and reach their goals. We are looking for an experienced **Service Delivery Manager** to lead our dynamic team, ensuring our services align with the National Disability Insurance Scheme (NDIS) standards while delivering high-quality, client-centered care.

**The Role**

As the **Service Delivery Manager**, you will oversee the delivery of services across our disability programs, ensuring operational excellence, compliance with NDIS standards, and a seamless experience for our clients. Your leadership will support continuous improvement, build stakeholder relationships, and drive team performance to meet the evolving needs of our clients.

**Key Responsibilities**:
**Service Delivery Oversight**:
Manage the end-to-end delivery of disability support services, ensuring all activities align with NDIS quality standards. This includes conducting regular service audits to maintain compliance and continuously improving service processes to enhance both efficiency and client outcomes.

**Client-Centred Service Management**:
Oversee the creation and implementation of personalised support plans that reflect the goals, needs, and preferences of each client. This involves coordinating with families, carers, and NDIS support coordinators to ensure services are appropriately tailored to maximise independence and quality of life.

**Continuous Improvement Initiatives**:
Lead and facilitate regular service reviews to identify areas for improvement. Implement strategic initiatives aimed at optimising resource utilisation, reducing costs, and increasing client satisfaction. Proactively seek client feedback to drive service enhancements and better address client needs.

**Incident and Risk Management**:
Develop and maintain a comprehensive risk management framework to identify, assess, and mitigate risks within service delivery. Manage escalated complaints and incidents with empathy, adhering to NDIS protocols, and ensuring that all issues are resolved promptly and professionally.

**Operational Process Optimisation**:
Implement and refine operational processes to streamline service delivery. This includes managing client intake systems, ensuring accurate and timely processing of referrals, and leveraging technology (such as mobile workforce platforms) to improve service delivery efficiency.

**Stakeholder Engagement**:
Build and maintain strong relationships with key stakeholders, including clients, families, and NDIS support coordinators. Represent the organisation at external forums and industry events, fostering partnerships and networking opportunities to enhance service delivery and create new referral pathways.

**Leadership and Team Development**:
Provide mentorship and coaching to the service delivery team, fostering a culture of collaboration, respect, and accountability. Ensure staff are equipped with the necessary skills and training to meet client needs and regulatory requirements, promoting continuous professional development.

**Financial and Budget Management**:
Oversee the financial performance of service delivery, including budgeting, forecasting, and managing operational costs. Ensure services are delivered within the scope of NDIS funding plans while maintaining financial sustainability and quality of care.

**Compliance and Quality Assurance**:
Ensure all services comply with relevant accreditation standards, including those set by the NDIS Quality and Safeguards Commission. Prepare for external audits and accreditation processes by maintaining thorough records and implementing ongoing quality assurance programs.

**Strategic Growth and Expansion**:
Identify opportunities for service expansion or diversification, responding to emerging trends and changes in the NDIS landscape. Contribute to long-term strategic planning and help shape the organisation's future service offerings to address evolving client needs.

**Skills & Experience**:

- Proven experience in NDIS, Aged Care, Nursing, Disability Services, or a related field.
- Demonstrated experience in a service delivery management role within the disability or healthcare sector.
- Certificate IV or higher in community/disability services or leadership
- Excellent leadership and people management skills, with the ability to inspire and support high-performing teams.
- Strong communication and relationship-building skills with a wide range of stakeholders.
- Knowledge of NDIS standards, compliance, and quality assurance processes.
- A proactive and client-centered approach to service delivery and problem-solving.

**Why Join Us?**
- Competitive salary
- Opportunities for professional development and career growth
- A collaborative and inclusive work environment
- Access to industry spe