Job Summary
We are seeking a dynamic and experienced Service Delivery Manager to oversee complex services, ensuring compliance, financial stability, and alignment with our strategic vision. This role involves delivering high-quality, person-centered experiences, monitoring performance, empowering Program and Experience Leads, building strong relationships, and maintaining regulatory and procedural frameworks.
The Role
* Main Responsibilities:
* Lead teams of Program and Experience Leads and frontline employees to build high-performing teams.
* Foster a positive learning and development culture through regular feedback and development planning.
* Identify, support, and coach employees for career progression and talent retention.
* Maintain a structured operational rhythm with team meetings and 1:1s.
* Communicate effectively, cascading and escalating information as needed.
* Manage critical incidents according to policies and procedures.
* Promote and implement change initiatives, modeling positive behavior.
* Support the General Manager in forecasting, reviewing, and aligning budgets.
* Drive service excellence initiatives, including quality checks and stakeholder engagement.
* Build strong networks with external customers and stakeholders.
Requirements
* Key Qualifications:
* 5-10 years of experience in a managerial or leadership position, overseeing teams of 10 or more members.
* Proven track record in managing operational tasks and shaping strategic initiatives across various departments.
* Experience managing relationships with key stakeholders and representing the organization in high-level negotiations.
* A relevant bachelor's degree in business, management, or community services; postgraduate qualifications are highly valued.
* In-depth knowledge of compliance and regulatory requirements in human services.
* High level of technical literacy, especially with Microsoft Office and reporting systems.
* Strong people leadership skills with a proactive, supportive, and inclusive management style.
* Knowledge of person-centered principles and outcomes-focused support.
* Valid NSW C class driver's license, capable of driving large vehicles.
* Excellent communication skills, both written and verbal.
Pre-employment Checks
* National Disability Insurance Scheme Worker Check
* Health declaration form
* Working with Children Check or equivalent
* National Police Background Check