Service Delivery & Operations Manager - NDIS

Spirit Care | South-West Sydney | Full-Time

About Spirit Care

Spirit Care is a registered NDIS provider based in South-West Sydney, delivering person-centred disability supports across community access, centre-based programs, in-home support and supported accommodation.

Since commencing operations in late 2024, we have grown quickly. As we enter our next stage of growth, we're strengthening our management structure and looking for an experienced Service Delivery & Operations Manager to take ownership of frontline service delivery and lead our support teams.

We're not looking for someone to manage operations from behind a desk.

We want a visible, hands-on leader who understands what quality disability support looks like and is prepared to be actively involved in making sure it happens every day.

About the Role

Reporting directly to the General Manager, you will oversee the day-to-day delivery of participant supports and provide leadership to our Team Leaders and Support Workers.

You'll spend time on the floor, observe service delivery, coach staff, identify problems early and ensure our participants are receiving safe, engaging and meaningful support.

Your focus will be simple:

Great staff. Safe services. Engaged participants. Strong accountability.

Your responsibilities will include:

- Leading and supervising Team Leaders and frontline Support Workers
- Overseeing the quality and consistency of daily participant service delivery
- Maintaining a strong presence across our services and conducting regular floor observations and spot checks
- Monitoring staff punctuality, attendance, professionalism and performance
- Ensuring participants are actively engaged and supports are aligned with their individual goals, needs and preferences
- Coaching staff and addressing poor practice or performance early
- Supporting staff to make appropriate decisions and escalating matters when required
- Ensuring participant risks, support plans and safeguarding requirements are understood and followed
- Coordinating responses to incidents, health concerns and emerging participant risks
- Ensuring appropriate communication occurs with families, guardians,



Support Coordinators and other stakeholders
- Working closely with our Quality & Compliance team to ensure incidents, documentation and corrective actions are appropriately managed
- Reviewing shift documentation and identifying concerns requiring follow-up
- Supporting rostering and ensuring participants are matched with appropriately skilled staff
- Managing operational issues before they become larger problems
- Supporting staff training, development and performance management
- Contributing to continuous improvement across Spirit Care's services
- Building positive relationships with Support Coordinators, allied health professionals and other sector stakeholders
- Representing Spirit Care professionally within the local disability community

About You

We're looking for someone who understands the NDIS from the ground up.

You may currently be working as a:

- NDIS Service Delivery Manager
- Operations Manager
- SIL / Accommodation Manager
- House Manager
- Senior Team Leader
- Support Coordinator
- Specialist Support Coordinator
- Disability Case Manager or Care Coordinator

More key than your current title is your ability to lead people, understand participants and take ownership when something isn't right.

Ideally, you will have:

- Strong experience within the NDIS/disability sector
- Experience leading or supervising frontline disability support teams
- A sound understanding of NDS service delivery and participant-centred practice
- Experience supporting participants with complex needs
- Strong incident, risk and safeguarding awareness
- Confidence communicating with participants, families, guardians, Support Coordinators and allied health professionals
- The ability to have difficult conversations and address staff performance appropriately
- Excellent judgement and problem-solving skills




- Strong written documentation and communication skills
- The ability to remain calm and make appropriate decisions when incidents occur
- A proactive leadership style - you notice problems before someone has to point them out
- A genuine belief that disability support should be meaningful, engaging and focused on participant outcomes

Experience across Support Coordination, SIL, complex care, community participation, health or hospital environments will be highly regarded.

The Person We're Looking For

This role will suit someone who naturally takes ownership.

You don't walk past a problem because "someone else will deal with it."

If a worker needs guidance, you coach them.

If a participant isn't engaged, you ask why.

If something doesn't look safe, you intervene.

If an incident occurs, you make sure the participant is safe and the right people know about it.

And if there's a better way of doing something, we want you to tell us.

We're looking for someone who can build strong relationships with our staff while still maintaining clear expectations and accountability.

Why Join Spirit Care?

This isn't a position where you'll simply inherit a job description and be expected to maintain the status quo.

Spirit Care is growing, and we're actively investing in stronger leadership, systems and service quality.

You’ll have the opportunity to:

- Work directly with senior management
- Have genuine influence over how our services operate
- Help shape our frontline culture
- Develop and mentor our support workforce
- Improve participant outcomes
- Build relationships across the NDIS community
- Contribute to the continued growth of Spirit Care
- Grow professionally as the organisation continues to expand

Requirements

The successful applicant will be required to hold or obtain all relevant screening and compliance requirements applicable to the position, including:

- NDIS Worker Screening Check
- Working With Children Check where applicable
- Current Australian driver's licence
- Relevant NDIS Worker Orientation requirements
- Appropriate qualifications and/or demonstrated industry experience

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📌 Service Delivery & Operations Manager – NDIS (City of Sydney)
🏢 Spirit Care
📍 City of Sydney