Service Delivery Manager

Whole Care Solutions
Caroline Springs, Melbourne VIC

Full time
Initial 6-month fixed-term contract
Pathway to permanent employment

About the role

Whole Care Solutions is a registered NDIS provider supporting people to live with greater independence, choice and connection.

We are looking for a capable, organised and people-focused Service Delivery Manager to coordinate participant supports, workforce rostering and the day-to-day delivery of services across our supported living operations.

This role will be based from our Caroline Springs office and will work closely with Team Leaders, Support Workers, participants, families and broader care teams.

This is not a traditional case-management or purely administrative position. You will sit at the centre of participant support, workforce coordination, appointments, stakeholder communication and operational follow-through.

A major part of the role is turning information into action.

You will review participant information, service documentation, reports and operational data, identify what matters, and ensure the right follow-up occurs across participants, staff and the wider care team.

What you’ll be responsible for

- Coordinating day-to-day participant service delivery and operational follow-up

- Managing staff rosters, workforce allocation, vacancies and continuity of support

- Coordinating routine participant appointments and ensuring recommendations are followed through

- Reviewing feedback and ground-level information from Team Leaders and Support Workers

- Reviewing support plans, risk assessments,



service documentation, reports and incident information to ensure they are accurate, current and translated into practical actions

- Reviewing participant trends, changes and recurring issues and coordinating the appropriate response

- Monitoring participant wellbeing, goals, risks and support-plan implementation

- Coordinating responses to significant incidents, complaints and material participant changes

- Planning house and team meetings in conjunction with Team Leaders

- Managing communication with families, guardians, support coordinators, allied health professionals and other stakeholders

- Monitoring participant funding utilisation, rostered support and service-delivery alignment with Billing and Operations

- Identifying workforce capability, fatigue, performance or training concerns and escalating them appropriately

- Ensuring participant and operational actions are followed through to completion

What we’re looking for

We are looking for someone who naturally takes ownership, communicates clearly and is comfortable coordinating multiple moving parts.

You may suit this role if you have experience in disability, NDIS, SIL, community services, rostering, coordination or a similar service environment.





We are particularly interested in candidates who can:

- Make sound operational decisions

- Communicate confidently with frontline staff and external stakeholders

- Identify risks early and escalate appropriately

- Manage rosters and competing workforce demands

- Critically review information and identify what requires action

- Coach and support frontline staff

- Remain organised and follow actions through to closure

- Work independently while knowing when to escalate

Experience with NDIS participant supports, SIL, incident management, support planning, rostering or SCHADS environments will be highly regarded.

Employment arrangement

This is a full-time position based from our Caroline Springs office, offered initially on a 6-month fixed-term employment contract.

A structured review will occur at approximately 3 months, with a further review before the end of the 6-month contract.

For the right person, our intention is to offer ongoing permanent employment following successful completion of the initial contract period.

Appointment within this range will depend on relevant experience, demonstrated capability and suitability for the role.

Why join Whole Care Solutions?

We are building a service model where strong systems remove unnecessary administration so our people can focus on judgement, relationships and participant outcomes.

You will be joining a growing organisation and helping shape a newly designed role that sits at the centre of how our services operate.

📌 Service Delivery Manager (Caroline Springs)
🏢 Whole Care Solutions
📍 Caroline Springs