ITEC Group is a purpose-driven organisation supporting people across Youth, Employment, Aged Care, and Disability Services.

With a workforce of 400+ across QLD, NT, SA, and NSW,we’reproud to lead with heart, purpose, and action.

Our Commitment to Cultural Safety

Across our diverse services – including disability, health, youth, and community programs – werecogniseandhonourthe importance of cultural identity, community connection,and livedexperience.

We work inpartnershipwith Aboriginal and Torres Strait Islander peoples, families, and communities, and embed cultural understanding and trauma-informed practice into everything we do.

At our core are our ‘We CARE’ values:

If you live these values and want to make a lasting impact,we’dlove to meet you.

WhyYou’llLoveThis Role

The Service DeliveryManagerisresponsibleforleading the end-to-end coordination, oversight, and continuous improvement of service delivery for participants across Supported Independent Living (SIL) and community access programs.

This role ensures that services are delivered safely, compliantly, and in alignment with participant goals, NDIS requirements, SCHADS Award obligations, and ITEC Group policies. Key responsibilities include overseeing rostering and workforce coordination, managing after-hours escalations, fostering solid stakeholder relationships, and ensuring the sustainability and growth of services.

As a critical operational link, the Service Delivery Manager connects frontline teams with participants and their representatives, ensuring high-quality, responsive, and person-centred service delivery.

Primary Responsibilities

Service Delivery and Operations:

Oversee and coordinate participant services across SIL and community programs, ensuring alignment with care plans, rosters, and funding.





Maintain service continuity through effective workforce planning and escalation management, while ensuring compliance with NDIS standards and organisational requirements.

Exercise delegated authority for key operational decisions relating to staffing, service delivery, and participant support.

Provideoperational guidance and oversight to Team Leaders and frontline staff.

Monitor staffperformance and ensure SCHADS compliance in rostering, overtime, availability, and workforce practices

Monitor WHS and asset, incidents, complaints, and risks, ensuringappropriate escalation, investigation, and corrective action.

Support audits, quality reviews, and continuous improvement activities

After‑Hours Service Delivery & On‑Call Support:

Participate in an agreed after‑hours on‑call rotation to manage critical incidents, urgent roster gaps, and service delivery escalations.

Provide decision‑making support to frontline staff during after‑hours and high‑risk situations

Stakeholder Engagement & Growth:

Build andmaintainstrong relationships with participants and families, advocates, and multidisciplinary teams.

Support onboarding of new participants through effective service coordination and workforce readiness.

Identifyand progress opportunities to improve service utilisation and expand service delivery.

Qualificationsand experience

Minimumcertificate IV or Diploma in Disability,



Community Services, or related field.

Demonstrated experience in a similar roleand managing team ina residentialand/orcommunitysetting.

Strong working knowledge of NDIS Practice Standards and SIL / community access models

Experience with rostering systems and workforce coordination

Knowledge of SCHADS Award provisions relating to rostering, overtime, and availability Experience working withparticipantswith complex needs andbehavioursof concern.

Strong knowledge of person-centredactive support, NDIS Practice Standards, and SCHADS Award requirements.

About You

Excellent organisational skills and ability to manage competing priorities

Strong written and verbal communication skills

Clear, respectful, and audience‑appropriate communication skills for interactions with participants, families, support workers, and colleagues

Ability to apply established procedures and exercise judgement in managing complex or non‑routine matters, escalating to senior management whererequired.

Attention to detail inmaintainingaccuraterecords and preparing routine reports

Ability to work collaboratively as part of a team and contribute to a supportive, proactive workplace culture

WhatYou’llNeed

Current Australian Driver’sLicence

Willing to undergo the Nation Police Check

NDIS Worker Screening Check

Eligibility to work in Australia

Working with Children Check

First Aid and CPR

We strongly encourage Aboriginal and Torres Strait Islander peoples to apply. Applicants with experience working alongside Aboriginal and Torres Strait Islander communities especially those with knowledge of cultural identity, healing, and trauma-informed practice are highly valued.

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📌 Service Delivery Manager (Mackay Regional)
🏢 Itec Group
📍 Mackay Regional