Capability Support Services – Brisbane QLD

Capability Support Services is seeking an experienced and highly organised Service Delivery Manager to lead our Intake, Referrals, Scheduling, Administration and Client Experience functions.

This is a key operational leadership role responsible for ensuring participants experience a seamless journey from initial referral through to onboarding, clinician allocation and ongoing service delivery.

About the Role

Reporting to the General Manager, you will lead the team responsible for coordinating and supporting service delivery across our multidisciplinary NDIS and Allied Health services.

Your key responsibilities will include:

- Leading and managing the Intake, Referrals and Administration teams
- Overseeing participant enquiries, referrals and onboarding
- Managing clinician allocations, scheduling, capacity and waitlists
- Ensuring referrals progress efficiently from enquiry to service commencement
- Monitoring referral pipelines, service demand and clinician availability
- Supporting a high-quality participant, family and referrer experience
- Managing team performance, workloads and operational priorities
- Monitoring service delivery KPIs and identifying areas requiring action
- Resolving operational issues and service delivery escalations
- Improving systems, processes, workflows and automation
- Maintaining accurate participant and operational records
- Working closely with clinical leaders to support effective service delivery
- Supporting quality, compliance and continuous improvement requirements
- Providing regular operational reporting to the General Manager

About You

You are a confident and solutions-focused leader who enjoys bringing people, systems and processes together.

You are highly organised, comfortable managing competing priorities and able to identify problems early and take ownership of finding practical solutions.

You will have:

- Demonstrated experience in service delivery, operations, practice management, intake or administration management
- Previous experience leading and managing a team




- Strong experience managing referrals, workflows, scheduling or service coordination
- Demonstrated ability to manage KPIs, workloads and competing operational priorities
- Strong stakeholder management and communication skills
- Excellent organisational and problem‑solving abilities
- High attention to detail and accountability
- Strong technology and systems capability
- Experience implementing or improving operational processes and workflows

Qualifications & Experience

Essential:

- Minimum 3 years' experience in a relevant service delivery, operations, practice management or leadership position
- Demonstrated experience supervising or managing employees
- Solid administrative, operational and systems experience
- Excellent written and verbal communication skills
- Demonstrated ability to work effectively in a fast‑paced service environment

Highly Desirable:

- Experience within the NDIS, Allied Health, disability, healthcare or community services sector
- Experience working within a multidisciplinary Allied Health environment
- Understanding of NDIS service delivery and participant funding
- Experience with CRM, practice management, scheduling or workflow systems
- Tertiary qualification in Business, Management, Health Administration, Allied Health, Community Services or a related discipline

Why Join CSS?

Capability Support Services is a growing multidisciplinary provider delivering Positive Behaviour Support, Psychology, Occupational Therapy, Speech Pathology and Physiotherapy.

You will join a supportive and innovative organisation where you will have the opportunity to:

- Lead and develop an established operational team
- Work closely with senior management and clinical leaders
- Influence how services are delivered across the organisation
- Improve systems and introduce new ideas
- Play an important role in the continued growth of CSS
- Make a genuine difference to the experience of participants, families, referrers and clinicians

We are looking for someone who takes ownership, follows things through and genuinely cares about delivering an exceptional service.

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📌 Service Delivery Manager (Queensland)
🏢 Capability Support Services
📍 Queensland