Job Type: Permanent position | Full time position

Operations & Service Delivery Manager Stabilise Performance. Strengthen Compliance.

Drive Sustainable Growth. Your Story Community Supports is a growing NDIS provider delivering Supported Independent Living (SIL) and community participation services across Western Sydney. We are seeking an experienced Operations & Service Delivery Manager to take full operational accountability across our service streams.

This senior leadership role is responsible for operational performance, workforce management, compliance, financial sustainability and structured growth. We need a strong operator—someone who builds effective systems, drives accountability and ensures services operate safely, efficiently and sustainably.

Key Responsibilities

- Oversee day-to-day service delivery across SIL and community supports.
- Lead Team Leaders, Coordinators and frontline teams.
- Manage workforce planning, rostering, staffing ratios and utilisation.
- Establish structured supervision and performance-management frameworks.
- Oversee incident management, safeguarding and risk mitigation.
- Ensure compliance with the NDIS Practice Standards and NDIS Quality and Safeguards Commission requirements.
- Lead audit preparation and maintain ongoing regulatory readiness.
- Own operational KPIs and service‑utilisation targets.
- Monitor staffing costs, budgets and financial sustainability.
- Maintain SIL occupancy and implement vacancy‑management strategies.
- Establish clear operational reporting frameworks.
- Deliver monthly performance reports to the Director.




- Strengthen internal processes and reduce operational risk.
- Establish clear responsibilities and accountability across teams.
- Improve documentation standards and compliance workflows.
- Ensure workforce practices align with the SCHADS Award.
- Coordinate recruitment planning according to operational demand.
- Strengthen referral pathways and participant intake processes.
- Develop professional relationships with Support Coordinators, allied health professionals and sector partners.
- Monitor referral activity, conversion rates and service commencement.
- Identify responsible expansion opportunities aligned with workforce and operational capacity.

About You

- Must have at least five years’ experience in disability services, including SIL.
- Must have demonstrated experience leading multi‑site or multi‑team operations.
- Must have strong knowledge of the NDIS Practice Standards and compliance frameworks.
- Must have proven experience managing workforce utilisation, staffing ratios and budgets.
- Must have confidence undertaking performance management and making operational decisions.
- Must have experience supporting complex participants and managing high‑risk environments.
- Must have robust analytical,



reporting and problem‑solving skills.
- Must have the ability to implement sustainable systems that reduce reliance on individual employees.

Mandatory Requirements

- Current NDIS Worker Screening Check.
- Current Working With Children Check.
- National Police Check.
- Current First Aid certificate.
- Full driver’s licence and access to a reliable vehicle.
- Full Australian working rights.

Desirable

- Relevant tertiary qualification in disability, social work, nursing, business or management.
- Experience overseeing multiple SIL homes.
- Strong knowledge of SCHADS Award obligations.
- Experience leading or preparing for NDIS audits.
- Experience implementing CRM, rostering or referral‑tracking systems.

We Offer

- Competitive salary reflecting the seniority and accountability of the position.
- Genuine decision‑making authority within a senior leadership role.
- Direct access to executive leadership.
- The opportunity to strengthen systems and shape sustainable organisational growth.
- A clear pathway for progression as the organisation expands.
- A values‑driven and participant‑focused working setting.

Job type: Full time

Salary: $100,000–$120,000 per year, plus superannuation

Location: Western Sydney, NSW

Work arrangement: In person

Your Story Community Supports is committed to safeguarding participants and maintaining a diverse, inclusive and respectful workplace. Appointment is subject to satisfactory pre‑employment screening and reference checks.

#J-18808-Ljbffr

📌 Service Delivery Manager (Camden Council)
🏢 YOUR STORY COMMUNITY SUPPORTS
📍 Camden Council