[Hiring] Service Delivery and Operations Manager @D2B

Role Description

The Service Delivery and Operations Manager is an autonomous operational leadership role responsible for ensuring all three organisations operate efficiently, safely, professionally, and profitably every day. Reporting directly to the Managing Director, you will own staff performance, participant satisfaction, quality service delivery, NDIS compliance, rostering, and operational problem-solving without requiring day-to-day supervision.

In this role, you will lead the operations engine:

• Resolving issues proactively
• Maintaining rigorous audit-ready standards
• Controlling labour costs
• Partnering with sales and business development to smoothly onboard and support new participants

Responsibilities

• Rostering & Staff Coverage
  • Ensure 100% required support coverage for all scheduled participants, resolving cancellations, late arrivals, and absences immediately.
  • Conduct daily morning roster reviews to confirm staff deployment, appropriate worker-to-participant matching, and credential verification.
  • Manage after-hours and on-call escalation frameworks to maintain uninterrupted service continuity.
  • Optimize roster efficiency and control labour costs, overtime, and unapproved staffing expenses within budget.
• Participant Care & Service Excellence
  • Safeguard person-centred, respectful, and safe service delivery in alignment with agreed participant support plans.
  • Acknowledge and resolve participant or family complaints within one business day (or immediately if urgent).
  • Maintain professional stakeholder communication with families, guardians, and Support Coordinators.
  • Coordinate closely with sales and Business Development Managers (BDMs) to assess operational capacity and ensure safe, seamless participant onboarding and commencement.
• Team Leadership & People Management
  • Supervise, mentor, and direct Team Leaders and frontline support workers across all operational entities.
  • Oversee attendance, punctuality, and performance standards, addressing underperformance promptly and constructively.
  • Ensure comprehensive onboarding and induction for new support workers while identifying ongoing training and supervisory needs.
• Quality, Governance & NDIS Compliance
  • Maintain full alignment with NDIS Practice Standards and ensure audit-ready documentation across all client records.
  • Ensure 100% compliance on staff screening, mandatory certifications, and worker credentials prior to shift deployment.
  • Review daily progress notes and medication administration records, ensuring documentation completion rates meet or exceed 98%.
  • Lead incident management workflows: identify, record, investigate, and escalate incidents, safeguarding concerns, and clinical risks immediately.
• Operational Efficiency, Reporting & Financial Control
  • Deliver structured weekly operations performance reports to the Managing Director every Monday by 10:00 AM.
  • Chair weekly operations meetings with Team Leaders to review participant wellbeing, incidents, audits, and pipeline requirements.
  • Conduct monthly analyses of labour utilisation, gross margins, participant retention, and compliance trends.
  • Formulate and present monthly operational improvement plans to eliminate process waste, reduce overhead, and enhance profitability.

Qualifications

• Minimum of 2 years of direct operational management experience within the Australian NDIS / Disability or Community Care sector.
• Thorough working knowledge of the NDIS Quality and Safeguards Commission rules, NDIS Practice Standards, and mandatory reporting frameworks.
• Demonstrated track record managing high-volume rosters, shift-fill rates, and frontline care staff across distributed locations.
• In-depth understanding of Australian worker screening databases (NDIS Worker Screening Check, Working with Children Check, First Aid/CPR).

Preferred

• Experience managing operations across multi-entity or federated organisational structures.
• Familiarity with sector-specific care management and rostering software (e.g., ShiftCare, CareLink+, Deputy, Employment Hero).
• Relevant tertiary qualifications in Business Administration, Healthcare Management, Human Services, or related disciplines.
• Background collaborating with BDM/sales functions to align sales pipelines with operational onboarding capacity.

What You’ll Bring

• Proactive Ownership: A self-starter mindset who identifies operational gaps, implements solutions, and delivers results without waiting for executive instruction.
• Commercial Acumen: The ability to balance person-centred care with strict operational efficiency, budget targets, and labour cost management.
• High Ethical Standards: Absolute refusal to compromise participant safety, dignity, choice, or regulatory compliance to meet financial targets.
• Decisive Problem-Solving: Composure and agility when resolving daily emergencies, coverage shortages, and operational bottlenecks under pressure.
• Clear Communication: Executive-ready verbal and written reporting skills suitable for direct liaison with executive leadership, participants, families, and regulatory bodies.