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
Robust 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
Strong administrative, operational and systems experience
Excellent written and verbal communication skills
Demonstrated ability to work effectively in a rapid‐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 chance 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