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.
Strong accountability.
Your responsibilities will include:
Leading and supervising Team Leaders and frontline Support WorkersOverseeing the quality and consistency of daily participant service deliveryMaintaining a solid presence across our services and conducting regular floor observations and spot checksMonitoring staff punctuality, attendance, professionalism and performanceEnsuring participants are actively engaged and supports are aligned with their individual goals, needs and preferencesCoaching staff and addressing poor practice or performance earlySupporting staff to make appropriate decisions and escalating matters when requiredEnsuring participant risks, support plans and safeguarding requirements are understood and followedCoordinating responses to incidents, health concerns and emerging participant risksEnsuring appropriate communication occurs with families,



guardians, Support Coordinators and other stakeholdersWorking closely with our Quality & Compliance team to ensure incidents, documentation and corrective actions are appropriately managedReviewing shift documentation and identifying concerns requiring follow-upSupporting rostering and ensuring participants are matched with appropriately skilled staffManaging operational issues before they become larger problemsSupporting staff training, development and performance managementContributing to continuous improvement across Spirit Care's servicesBuilding positive relationships with Support Coordinators, allied health professionals and other sector stakeholdersRepresenting 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 ManagerOperations ManagerSIL / Accommodation ManagerHouse ManagerSenior Team LeaderSupport CoordinatorSpecialist Support CoordinatorDisability 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:
Robust experience within the NDIS/disability sectorExperience leading or supervising frontline disability support teamsA sound understanding of NDS service delivery and participant-centred practiceExperience supporting participants with complex needsStrong incident, risk and safeguarding awarenessConfidence communicating with participants, families, guardians,



Support Coordinators and allied health professionalsThe ability to have difficult conversations and address staff performance appropriatelyExcellent judgement and problem-solving skillsStrong written documentation and communication skillsThe ability to remain calm and make appropriate decisions when incidents occurA proactive leadership style - you notice problems before someone has to point them outA 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 managementHave genuine influence over how our services operateHelp shape our frontline cultureDevelop and mentor our support workforceImprove participant outcomesBuild relationships across the NDIS communityContribute to the continued growth of Spirit CareGrow 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 CheckWorking With Children Check where applicableCurrent Australian driver's licenceRelevant NDIS Worker Orientation requirementsAppropriate qualifications and/or demonstrated industry experience
#J-*****-Ljbffr

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