SNL SUPPORT SERVICES
SERVICE DELIVERY LEAD

Department: Service Delivery
Reports to: Business Operations Manager (interim), transitioning to Service Delivery Operations Manager
Direct reports: Service Delivery Managers
Employment type: Full-time
Location: Birtinya, with travel to participant homes and community settings
Classification: SCHADS, determined by experience

ABOUT THE ROLE
This is a new role for an experienced NDIS leader. You will lead our Service Delivery Managers (SDMs) so that every participant receives safe, consistent, high-quality supports that respect their choice and control.

You will be accountable for the team’s performance, development, compliance and operational effectiveness. You will also manage a small caseload to stay connected to frontline practice, but leading people and systems always comes first.

KEY RESPONSIBILITIES

Leadership and development of SDMs

- Set clear expectations, standards and accountabilities for each SDM.

- Lead the onboarding of new SDMs, including shadowing and a documented readiness sign-off.

- Coach SDMs to make confident, independent decisions, and hold regular one-on-ones and performance reviews.

- Address performance concerns early and lead improvement processes with HR.

Performance, KPIs and EOS

- Own departmental KPIs and the accuracy and timeliness of EOS scorecard data.

- Facilitate the weekly Service Delivery Level 10 meeting, using IDS to resolve issues.

- Investigate off-track measures, put corrective actions in place and report trends to senior leadership.

Participant onboarding

- Assess new referrals for suitability, complexity and risk.

- Allocate participants to SDMs based on skills, capacity and fit.

- Make sure service agreements, risk assessments and support plans are in place before supports begin.

Complaints, incidents and safeguarding

- Triage complaints from participants, families and stakeholders, and oversee fair, timely resolution.

- Make sure incidents, including reportable incidents, are managed within NDIS Commission timeframes.





- Escalate safeguarding concerns immediately and use trends to lead preventive improvements.

Compliance and audit readiness

- Own compliance with the NDIS Practice Standards, Code of Conduct and SNL policies.

- Complete internal file audits, track gaps and make sure corrective actions close on time.

- Build audit readiness into everyday practice rather than leaving it to pre-audit preparation.

Workforce and scheduling

- Be accountable for scheduling outcomes and workforce utilisation across Service Delivery.

- Monitor and reduce overtime, unfilled shifts and cancellations.

- Make sure rosters meet participant needs, worker competencies and SCHADS Award obligations.

Continuous improvement

- Identify inefficiencies and recurring issues, and improve workflows and SOPs.

- Work with Business Operations on SYSTEMology documentation, and make sure procedures are applied consistently.

Participant caseload

- Manage a small caseload that models best-practice engagement, communication and record-keeping.

OUR CORE VALUES – THE SNL WAY
At SNL Support Services, our values aren’t just words on a wall. They guide how we lead, how we support people and how we show up for one another every day.

1. Trustworthy
We do the right thing, even when no one is watching. We lead with honesty, integrity and consistency, have the courage to stand up for what we believe in and create an environment where people feel safe and supported.

2. Listen to Learn
We listen to understand, not simply to respond. We seek different perspectives, find common ground, embrace constructive feedback and remain open to learning and improving.

3. Being of Service
We put people before ourselves. We lead with compassion,



bring calm to complexity and genuinely care about the people we support and the teams we work alongside. We give before we get.

4. Find a Way
We are problem-solvers, not problem-passers. We take ownership, remain resilient, think creatively and find solutions when challenges arise. We don’t give up when things get difficult.

WHO WE’RE LOOKING FOR
We’re looking for a Service Delivery Lead who doesn’t just understand these values but demonstrates them through their actions, decisions and leadership every day.

Someone who takes ownership, leads with integrity, develops others and brings solutions rather than adding to the complexity.

At SNL, how you lead matters just as much as what you achieve.

ABOUT YOU

Essential

- Experience leading managers or team leaders in NDIS or disability services

- Robust knowledge of the NDIS Practice Standards, Code of Conduct, and incident and complaints requirements

- Confidence managing performance and holding difficult conversations

- Ability to use data and KPIs to drive decisions and report to senior leaders

- Working knowledge of rostering and the SCHADS Award

- Excellent written and verbal communication skills

Desirable

- Diploma of Community Services or above, or a related tertiary qualification

- Experience with EOS (Traction) or a similar operating system

- Experience with NDIS certification audits

MANDATORY REQUIREMENTS

- Current NDIS Worker Screening Check

- Current driver licence and a reliable, insured vehicle

- First aid and CPR certificates, or willingness to obtain them

- NDIS Worker Orientation Module completed

THIS IS NOT JUST ANOTHER SERVICE DELIVERY MANAGER ROLE
The Service Delivery Lead is accountable for the performance, development, consistency, compliance, workforce efficiency and operational effectiveness of the SDM team. Your main focus will be leading managers, driving measurable performance, strengthening processes, overseeing participant onboarding, optimising scheduling and keeping the department audit-ready at all times.

If you’re ready to step up and lead a high-performing service delivery team, apply now!

📌 Service Delivery Lead (Birtinya)
🏢 SNL Supports
📍 Birtinya