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




- Strong 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 current 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 (Brisbane City)
🏢 Capability Support Services
📍 Brisbane City