Job Description

We are seeking an experienced Service Delivery Manager to provide operational leadership across our NDIS and Child Safety services in Mackay.

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This is a key leadership role responsible for ensuring services are safe, compliant, person-centred, and financially sustainable, while building strong teams and driving continuous improvement.

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Key responsibilities

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Provide operational leadership across disability and child safety service streams.

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Ensure service delivery meets all NDIS Practice Standards, Child Safety requirements, and legislative obligations.

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Lead, coach, and performance-manage service leaders and teams.

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Oversee intake, onboarding, and participant journey processes.

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Monitor service performance, funded ratios, and implementing improvement strategies where required.

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Manage escalated incidents, complaints, audits, and risk matters.

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Build solid relationships with participants, families, stakeholders, and referral partners.

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Contribute to service development, partnerships, and growth initiatives.

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Drive a culture of accountability, collaboration, and continuous improvement.

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About you

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You are a confident,



experienced operational leader with a strong background in disability and youth. You balance compliance with compassion, and you are comfortable making decisions, managing risk, and leading teams through complexity and change.

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You bring:

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Proven experience in a senior service delivery or operations role

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Strong working knowledge of the NDIS and safeguarding frameworks

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Demonstrated leadership and people management capability

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Sound judgement, emotional intelligence, and resilience

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Strong communication, reporting, and stakeholder engagement skills

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Relevant tertiary qualification or equivalent experience

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Current NDIS Worker Screening and Working With Children Check

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Unrestricted QLD driver's licence

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Ability to meet all compliance and probity requirements

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Senior leadership role with genuine influence

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Opportunity to shape service quality, systems, and culture

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Supportive executive leadership and professional environment

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Mackay, Mackay & Coalfields QLD

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📌 Service Delivery Manager (Mackay)
🏢 @
📍 Mackay