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 reliable, 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
Strong 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 (Queensland)
🏢 SNL Supports
📍 Queensland