Service Delivery Manager

AI Job Summary

Experience driving operational performance, workforce capability, sustainable growth and compliance across NDIS and CHSP

Strategic and operational leadership delivering high-quality, person-centred community services

Current NSW Driver's Licence, Working with Children Check (Employee), NDIS Worker Screening Check, and National Police ?

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Role Type

Permanent • Full-time • Mid-level Senior

Description

Lead a Thriving Community Hub

Join Outlook Australia, a purpose driven not-for-profit organisation delivering community, disability, and social enterprise services that create real opportunities and lasting impact. This includes opportunities to learn, be part of a community, participate in meaningful employment and belong.

We are currently seeking an experienced and passionate Service Delivery Manager to lead the operations, growth, and sustainability across NSW Community Services.

About the role

Provide strategic and operational leadership across NSW Community Services, ensuring high-quality, person-centred service delivery while driving operational performance, workforce capability, sustainable growth and compliance across National Disability Insurance Scheme (NDIS) and Commonwealth Home Support Program (CHSP) services.

This is a diverse role that combines administration, customer service, financial management, and people leadership. You will be responsible for creating a welcoming and vibrant environment that delivers positive outcomes, while operating within a sustainable business framework.

Key responsibilities

Operational leadership

Lead the daily operations of our NSW Community Services

Support and mentor staff to deliver high-quality programs and services

Maintaining financial sustainability and supporting positive outcomes for participants, clients and communities.

People leadership

Inspire, mentor and develop a team of Service and Operation team members

Fostering a culture of accountability, collaboration and continuous improvement

Business performance

Drive operational and financial success through effective workforce planning, service utilisation and productivity management

Using data-driven insights, you will identify opportunities for improvement and implement strategies that support both strategic objectives and sustainable growth

Governance, quality & compliance

Provide strong oversight of governance, quality and risk management frameworks to ensure compliance with legislative, contractual and organisational requirements

Champion a culture of continuous improvement, ensuring incidents, audits and quality initiatives are managed effectively and proactively

Growth & stakeholder partnerships

Develop and maintain strong relationships with participants, families, funding bodies, community partners and key stakeholders

Identify opportunities for service growth and innovation, contributing to the expansion and ongoing success of community services across New South Wales

About you

We are looking for a proactive and community-minded leader who enjoys building relationships, solving problems, and creating opportunities for others.

High-performing engaged and accountable leadership teams.

Consistently high-quality and compliant service delivery.

Strong financial and operational performance across NSW services.

Positive stakeholder relationships and customer outcomes.

Sustainable growth and expansion of community services throughout NSW

Additional requirements

Current NSW Driver’s Licence.

Current Working with Children Check (Employee).

NDIS Worker Screening Check

National Police Check.

Why join Outlook?

At Outlook, our people are at the heart of everything we do. We offer:

The opportunity to make a genuine difference in the community.

A supportive and inclusive workplace culture.

Ongoing learning and professional development opportunities.

A purpose-driven organisation committed to social impact.

The chance to lead meaningful programs that empower individuals and strengthen communities.

Ready to apply?

If you are passionate about community development, enjoy leading teams, and want to contribute to a purpose-driven organisation making a real difference, we’d love to hear from you.

Outlook is committed to diversity, inclusion, and equal opportunity employment. We encourage applications from people of all backgrounds, including people with disabilities, Aboriginal and Torres Strait Islander peoples, and individuals from diverse cultural communities.

Company Overview

Outlook (Aust) Ltd works towards achieving its primary vision, which is an inclusive society for all. Outlook promotes the empowerment of people with disabilities and experiencing disadvantage to participate in community life.