Service Manager - NDIS Provider About Us We are a reputable NDIS-registered provider delivering high-quality, person-centred support services across Australia. Our focus is on providing responsive, compliant, and reliable supports that empower participants to live their best lives. We are seeking an experienced Service Manager to lead our service delivery teams and ensure consistent, high-quality support across the organisation. The Role The Service Manager is a hands-on operational leadership role responsible for overseeing and supporting our: Care Coordinators Rostering Team HR Team Frontline Support Workers This role focuses on day-to-day team leadership, coaching, compliance oversight, incident management, and service quality. The Service Manager plays a critical role in ensuring smooth service delivery, balanced workloads, strong workforce performance, and adherence to NDIS Practice Standards. Key Responsibilities Team Leadership & Coaching Lead, mentor, and support Care Coordinators, Rostering, and HR teams Provide day-to-day operational guidance and problem-solving support Conduct regular supervision, performance reviews, and team meetings Build a positive, accountable, and collaborative team culture Support frontline workers via the care team to ensure quality service delivery Operational Oversight and Workload Allocation Oversee daily service coordination and rostering to ensure participant needs are met Allocate new referrals appropriately across Care Coordinators based on capacity, complexity, and skill set Monitor and manage team workloads to ensure equitable workload distribution Ensure timely intake, service commencement, and documentation completion Monitor staff performance, service delivery standards, and workforce utilisation Work closely with HR on recruitment, onboarding, and workforce matters Ensure appropriate staffing levels and capability across services Incident, Complaints & Safeguarding Manage escalated participant complaints in a timely and professional manner Oversee incident management processes, including reportable incidents Ensure appropriate documentation, investigation, and follow-up actions Oversee the implementation and monitoring of restrictive practices in line with legislation Support teams in implementing corrective actions and continuous improvement Compliance & Quality Ensure compliance with NDIS Practice Standards and organisational policies Maintain audit readiness and documentation standards Ensure behaviour support plans and regulated restrictive practices are implemented correctly External Relationships & Business Development Build and maintain strong relationships with Support Coordinators, Plan Managers, Allied Health providers and community partners Support the team by attending industry networking events and community expos Support participant intake growth through relationship development and ensuring strong customer experience. Represent the organisation professionally within the disability sector About You You are an experienced operational leader within the disability sector who is confident managing teams and handling complex service issues. Essential Requirements Demonstrated experience in a similar Service Manager or Team Leader role within the NDIS or disability sector Proven experience leading and supervising multidisciplinary teams Strong understanding of NDIS Practice Standards, incident management, and reportable incidents Experience managing escalated complaints and complex participant matters Knowledge of restrictive practices and behaviour support frameworks Excellent leadership, communication, and conflict resolution skills Strong organisational and problem-solving abilities Current NDIS Worker Screening Check Valid Driver's Licence Desirable Qualification in Disability, Community Services, Human Services, or related field Experience working with rostering systems and workforce planning Experience supporting teams through audits What We Offer Key operational leadership role within a growing provider Supportive senior management team Opportunity to lead and strengthen service delivery teams Competitive salary package (based on experience) How to Apply If you are an experienced disability services leader who thrives in operational management and team development, we would love to hear from you. Please submit your resume and a cover letter outlining your experience in a similar leadership role within the NDIS sector.
