Job Description
ITEC Group is a purpose-driven organisation supporting people across Youth, Employment, Aged Care, and Disability Services.
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With a workforce of 400+ across QLD, NT, SA, and NSW,we'reproud to lead with heart, purpose, and action.
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Our Commitment to Cultural Safety
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Across our diverse services – including disability, health, youth, and community programs –
werecogniseandhonourthe
importance of cultural identity, community connection,and livedexperience.
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We work inpartnershipwith Aboriginal and Torres Strait Islander peoples, families, and communities, and embed cultural understanding and trauma-informed practice into everything we do.
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At our core are our 'We CARE' values:
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If you live these values and want to make a lasting impact,we'dlove to meet you.
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WhyYou'llLoveThis Role
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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.
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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 strong stakeholder relationships, and ensuring the sustainability and growth of services.
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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.
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Primary Responsibilities
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Service Delivery and Operations:
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Oversee and coordinate participant services across SIL and community programs, ensuring alignment with care plans, rosters, and funding.
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Maintain service continuity through effective workforce planning and escalation management, while ensuring compliance with NDIS standards and organisational requirements.
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Exercise delegated authority for key operational decisions relating to staffing, service delivery, and participant support.
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Provideoperational guidance and oversight to Team Leaders and frontline staff.
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Monitor staffperformance and ensure SCHADS compliance in rostering, overtime, availability, and workforce practices
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Monitor WHS and asset, incidents, complaints, and risks,
ensuringappropriate
escalation, investigation, and corrective action.
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Support audits, quality reviews, and continuous improvement activities
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After‐Hours Service Delivery & On‐Call Support:
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Participate in an agreed after‐hours on‐call rotation to manage critical incidents, urgent roster gaps, and service delivery escalations.
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Provide decision‐making support to frontline staff during after‐hours and high‐risk situations
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Stakeholder Engagement & Growth:
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Build andmaintainstrong relationships with participants and families, advocates, and multidisciplinary teams.
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Support onboarding of new participants through effective service coordination and workforce readiness.
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Identifyand progress opportunities to improve service utilisation and expand service delivery.
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Qualificationsand experience
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Minimumcertificate IV or Diploma in Disability,



Community Services, or related field.
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Demonstrated experience in a similar roleand managing team ina
residentialand/orcommunitysetting.
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Strong working knowledge of NDIS Practice Standards and SIL / community access models
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Experience with rostering systems and workforce coordination
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Knowledge of SCHADS Award provisions relating to rostering, overtime, and availability Experience working
withparticipantswith
complex needs andbehavioursof concern.
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Solid knowledge of person-centredactive support, NDIS Practice Standards, and SCHADS Award requirements.
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About You
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Excellent organisational skills and ability to manage competing priorities
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Strong written and verbal communication skills
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Clear, respectful, and audience‐appropriate communication skills for interactions with participants, families, support workers, and colleagues
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Ability to apply established procedures and exercise judgement in managing complex or non‐routine matters, escalating to senior management whererequired.
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Attention to detail
inmaintainingaccuraterecords
and preparing routine reports
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Ability to work collaboratively as part of a team and contribute to a supportive, proactive workplace culture
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WhatYou'llNeed
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Current Australian Driver'sLicence
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Willing to undergo the Nation Police Check
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NDIS Worker Screening Check
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Eligibility to work in Australia
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Working with Children Check
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First Aid and CPR
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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.

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