Empowering You Disability Services – Hervey Bay QLD

Make a meaningful difference. Lead quality services. Empower lives.

Empowering You Disability Services (EYDS) is seeking an experienced, motivated and values-driven Service Delivery Manager to join our management team.

This is an exciting opportunity for an experienced NDIS professional who is passionate about delivering high quality, person centred supports and leading teams to achieve positive outcomes for people living with disability.

You will play a key role in overseeing the effective delivery of services, supporting operational teams, maintaining compliance and ensuring our participants receive safe, consistent and high-quality supports.

About the Role

Reporting to the Director, the Service Delivery Manager will provide leadership, direction and operational oversight across EYDS service delivery functions.

You will be responsible for ensuring services operate effectively, participants receive supports in accordance with their individual needs and goals, and employees are supported to meet organisational expectations and NDIS Practice Standards.

Key Responsibilities

Service Delivery & Operations

- Oversee day-to-day service delivery across Supported Independent Living (SIL), community access, day programs and case management.

- Ensure services are delivered in accordance with participant support plans, service agreements and individual goals.

- Monitor service quality, continuity of supports and participant satisfaction.

- Identify operational issues and implement effective solutions.

- Oversee service delivery processes, rostering effectiveness and resource allocation.

Leadership & Staff Management

- Provide leadership, guidance and support to Case Managers, Team Leaders, House Leaders, Support Workers and other operational staff.





- Promote a positive, accountable and professional workplace culture.

- Support recruitment, onboarding, training, performance management and staff development.

- Address operational and employee concerns in a timely and qualified manner.

- Ensure clear communication and accountability across teams.

NDIS Compliance & Quality

- Ensure services comply with the NDIS Practice Standards, Code of Conduct and relevant legislative requirements.

- Monitor incident management, complaints, restrictive practices and reportable incidents.

- Support internal audits, external audits and continuous improvement activities.

- Ensure participant documentation, support plans and service records are maintained accurately.

- Identify and manage service delivery risks.

Participant Outcomes & Safeguarding

- Promote participant choice, control, dignity, independence and inclusion.

- Monitor participant wellbeing and ensure concerns are escalated appropriately.

- Maintain positive relationships with participants, families, nominees and external stakeholders.

- Ensure safeguarding responsibilities remain central to all service delivery decisions.

Operational Performance

- Monitor service delivery performance and operational efficiency.

- Work collaboratively with administration, finance and leadership teams.

- Identify opportunities to improve service quality, processes and organisational growth.

- Provide regular operational reporting to the Director and Management Team.

About You

We are looking for someone who demonstrates strong leadership capability, sound operational judgement and a genuine commitment to improving the lives of people with disability.

You will ideally have:

- Previous experience in a senior management or service delivery leadership role within the NDIS or disa

📌 Service Delivery Manager (Hervey Bay)
🏢 Empowering You Disability Services
📍 Hervey Bay