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 ****, 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. Solid 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 important than your current title is your ability to lead people, understand participants and take ownership when something isn't right.
Ideally, you will have:
Solid 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 protected 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
#J-*****-Ljbffr

📌 Service Delivery & Operations Manager – Ndis (New South Wales)
🏢 Spirit Care
📍 New South Wales