Service Delivery Manager

Make a meaningful difference in the lives of others

Community Access Care (CAC) is looking for an experienced and passionate Service Delivery Manager to join our team and lead the delivery of safe, high-quality, participant-centred services.

About the role

Reporting to the General Manager, the Service Delivery Manager plays a key leadership role within our Service Delivery team.

You will lead and support our Participant Engagement Officers and Service Delivery Officers , ensuring our services are safe, compliant, responsive and aligned with participant goals, Service Agreements and NDIS requirements.

This is a hands-on leadership role where you will build strong relationships with participants, families, advocates, support coordinators and other stakeholders, while supporting your team to deliver consistent, high-quality outcomes.

Key responsibilities

In this role, you will:

- Lead safe, participant-centred and compliant service delivery across the region.

- Promote participant rights, dignity, privacy, cultural safety, choice and control.

- Oversee the participant journey from intake and service commencement through to review, transition and exit.

- Ensure participant records, support plans, risk assessments, Service Agreements and other documentation are accurate, current and audit ready.

- Oversee incidents, reportable incidents, complaints and safeguarding concerns, ensuring they are appropriately managed, documented and escalated.

- Monitor service quality, participant outcomes, staffing suitability, continuity of supports and participant budgets.

- Lead, mentor and support the Service Delivery team, including workload management, training, performance and development.

- Work collaboratively with Rostering, Compliance, Finance, HR and other operational teams.





- Participate in internal and external audits and drive corrective actions and continuous improvement.

- Conduct regular audits and contribute to monthly reporting, quality assurance and data collection.

- Support participant plan reviews, service booking reviews and appropriate documentation.

- Build positive relationships with stakeholders and represent CAC professionally at meetings, expos, forums and community events.

- Support strategic goals and responsible service growth within CAC’s registration scope and service capacity.

About you

We are looking for a confident and compassionate leader who combines strong operational capability with a genuine commitment to person-centred support.

You will bring:

- A strong understanding of person-centred support and NDIS principles.

- Proven experience leading or supervising teams.

- Experience with incident management, risk management, behaviour support and safeguarding.

- Solid knowledge of NDIS processes, documentation and person-centred planning.

- Excellent communication and interpersonal skills, with the ability to quickly build professional rapport.

- Strong organisational skills and attention to detail.

- The ability to manage competing priorities and make informed decisions under pressure.

- A team-oriented leadership style and a commitment to coaching and developing others.

- Strong documentation, record-keeping and quality-control skills.

- An ability to support positive behaviour approaches and guide teams through challenging situations.

- A commitment to confidentiality, ethical conduct and continuous improvement.

Qualifications & requirements

To be successful, you will have:

- Certificate IV in Community Services or equivalent.

- Additional qualifications in Community Services, Mental Health or Aged Care are highly regarded.

📌 Service Delivery Manager (Windermere)
🏢 Community Access Care
📍 Windermere