Service Delivery Manager – Complex SIL

SNL Support Services | Sunshine Coast, QLD SNL Support Services is continuing to grow, and we are seeking an experienced Service Delivery Manager to lead a portfolio of complex Supported Independent Living services across the Sunshine Coast.

You will hold end-to-end accountability for participant safety, service quality, workforce performance and operational delivery. We are looking for an experienced leader who combines sound clinical judgement with the ability to make decisions, manage risk and maintain consistently high standards.

A background in nursing, allied health or another relevant clinical discipline will be highly regarded.

The Role

As Service Delivery Manager, you will oversee a portfolio of participants and the teams supporting them. You will be responsible for ensuring:

- Participants receive safe, consistent and person-centred supports
- Services align with participant goals, support plans and behaviour support strategies
- Clinical and operational risks are identified and addressed early
- Support teams are appropriately trained, supervised and held accountable
- Rosters maintain continuity of care and are operationally sustainable
- Documentation, incidents and participant records remain accurate and audit-ready
- Services comply with the NDIS Practice Standards and organisational requirements

Key Responsibilities

Participant and Service Delivery

- Lead the delivery of complex Supported Independent Living services
- Ensure supports reflect participant goals, assessed needs and individual support plans
- Monitor participant wellbeing, service quality and progress toward outcomes
- Coordinate effectively with families, nominees, guardians, clinicians, behaviour support practitioners and other stakeholders
- Maintain continuity of care through effective workforce planning and service oversight
- Lead participant transitions, service commencements and changes in support arrangements

Clinical Risk and Safeguarding

- Apply sound judgement when responding to clinical concerns, behaviours of concern and emerging risks
- Ensure health, behaviour support, medication and risk-management requirements are understood and implemented by frontline teams
- Lead responses to incidents, behavioural escalations and safeguarding concerns
- Ensure incidents are documented,



investigated and followed through to completion
- Manage reportable incidents and regulatory notifications through the NDIS Commission Portal, accessed via PRODA
- Work collaboratively with clinical and behaviour support professionals to strengthen participant safeguards

Leadership and Workforce Performance

- Provide clear direction and leadership to support workers and frontline leaders
- Establish expectations and hold team members accountable for performance and conduct
- Support employee onboarding, supervision, capability development and performance management
- Ensure workers are appropriately matched, trained and competent to meet participant needs
- Address performance concerns early and confidently manage difficult conversations
- Build stable, capable teams around each participant

Compliance and Quality

- Maintain high standards across progress notes, incident reports, support plans and participant records
- Ensure services comply with the NDIS Practice Standards, reportable incident requirements and organisational policies
- Monitor corrective actions and ensure identified issues are resolved
- Contribute to audits, service reviews and continuous improvement
- Maintain a strong state of operational and compliance readiness

Rostering and Operational Management

- Oversee roster coverage and continuity of support across the portfolio
- Identify workforce gaps and service risks before they affect participants
- Work closely with scheduling, recruitment, HR and clinical teams
- Monitor service delivery against participant funding and approved support arrangements
- Balance participant outcomes, workforce sustainability and responsible funding utilisation

About You

You are a decisive and accountable leader who remains calm under pressure. You do not wait for problems to escalate before acting, and you are comfortable holding both operational and professional standards.

You will bring





- Demonstrated experience leading Supported Independent Living or complex disability services
- Strong working knowledge of the NDIS Practice Standards, incident management and safeguarding obligations
- Experience supporting participants with complex health needs, behaviours of concern or high-intensity support requirements
- Proven experience leading and developing frontline disability teams
- Strong clinical reasoning, risk-management and decision-making capability
- Experience managing reportable incidents through the NDIS Commission Portal
- Robust written communication and a high standard of documentation
- The ability to manage competing priorities and take ownership without close supervision
- Confidence working with families, guardians, clinicians and external stakeholders

Qualifications

A tertiary qualification in one of the following areas will be highly regarded:
- Nursing
- Occupational therapy
- Social work
- Psychology
- Behavioural science
- Allied health
- Disability, community services or another relevant discipline

Current registration with AHPRA or the relevant professional body will also be highly regarded where applicable.

Mandatory Requirements

- Current Australian Driver Licence
- NDIS Worker Screening Clearance
- Working with Children Check
- Current First Aid and CPR certification
- Full Australian working rights
- Ability to meet all NDIS worker and organisational compliance requirements

Why Join SNL Support Services?

- Join a growing and established Sunshine Coast NDIS provider
- Lead services where your decisions directly influence participant outcomes
- Work alongside experienced operational, nursing and behaviour support professionals
- Operate within a clear accountability structure with defined expectations
- Contribute to the continued development of high-quality complex SIL services
- Access genuine professional development and career progression opportunities

Apply

Please submit your résumé and a cover letter outlining:
- Your experience managing complex SIL or disability services
- Your clinical or professional background
- Your experience leading frontline teams
- An example of how you have managed a significant participant risk, incident or service-delivery challenge

Applications that do not demonstrate relevant leadership and complex service-delivery experience may not progress.

📌 Service Delivery Manager – Disability & SIL Services (Birtinya)
🏢 SNL Supports
📍 Birtinya