Meals on Wheels SA is committed to helping people remain well-nourished and independent in their communities, with a vision of well-nourished people thriving in their communities. The Service Delivery Manager is a pivotal leadership role in Service Operations, providing oversight of customer support services, the WISE program, and branch customer service functions across the organisation.
About the role
As the Service Delivery Manager, the successful candidate will bring genuine enthusiasm for MoWSA, its people, and the community. This role leads the customer and branch support functions across MoWSA and is responsible for the customer journey from initial contact through to service delivery, ensuring customer needs are identified and responded to with a high quality, safe and empowering service.
The role works closely with staff, branches, volunteers and support teams to make sure dietary and safety requirements, quality standards, customer service, governance and administrative processes are continuously managed and improved. It also contributes to service planning, business development, reporting, continuous improvement, and the effective communication of operational issues across the branch network and central office.
What kind of leader will thrive here
The ideal candidate will have a supportive style and bring others along through encouragement, coaching and practical problem-solving. They will enjoy building strong relationships with customers, branch leadership, volunteers and centralised support teams, and be a trusted go-to leader for customer service and governance direction and support.
This person will balance warmth with professionalism, build rapport quickly, create psychologically safe spaces for teams, and confidently lead constructive, values-based conversations when needed.
They will role model MoWSA's agreed behaviours and values, work collaboratively across the organisation, and help create a culture where customers, volunteers and staff feel respected, safe and valued.
Key responsibilities
* Lead customer and branch support functions across MoWSA, including customer service teams, the WISE program and branch support services.
* Oversee the full customer journey and ensure enquiries are followed through and resolved effectively.
* Ensure programs meet contractual obligations, quality standards, reporting requirements, and legal, safety and WHS obligations.
* Build high-performing teams through clear leadership, supervision, capability development and performance management.
* Maintain close working relationships with volunteers and branches, and support regional networking events, workshops and training.
* Improve workflows, customer communication systems, branch processes, reporting and operational efficiency.
* Contribute to budget development, monitor variations, and support service planning and innovation aligned with strategic priorities.
What we are looking for
* At least 5 years' experience managing community service teams.
* Strong leadership experience with the ability to lead motivated teams and support volunteers.
* Excellent internal and external customer service capability and strong stakeholder relationship skills.
* Experience in induction, training, supervision, programme compliance and continuous improvement.
* Confidence working with budgets, reports, data, systems and Microsoft Office.
* Experience in ageing well, older persons' dietary requirements, or community services will be highly regarded.
Additional information
Please note this is a full-time position. A current National Police Clearance must be maintained, flexible hours and some after-hours work may be required, and a First Aid certificate is desirable.
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