Job Description

Are you passionate about making meaningful change? Looking for a new challenge? Look no further! CLS are seeking a full-time Senior Service Delivery Manager to join our team in Bundaberg

About Community Lifestyle Support:

At CLS, we see our role as helping to make life easier and a little more fun. We are a not-for-profit charitable organisation that is committed to making a difference. With over 25 years’ experience delivering holistic, person-centered support, we provide a wide range of dynamic and innovative services to people residing throughout the Bundaberg and Fraser Coast Regions.

Some of our many services include Specialist Allied Health Services, Skills Campus, Supported Independent Living, Community Access Support, and Psychosocial services.

We currently have over 250 frontline employees providing support to our customers across numerous sites in Bundaberg, Hervey Bay and Maryborough.

About the Role:

The Senior Service Delivery Manager ensures the effective delivery of complex, diverse client services by building and leading high performing teams consistent with CLS policies, procedures, and plans within their portfolio. The role contributes to the development and ensures the implementation of strategic plans within designated area of operation and responsibility. As a senior leader, the role also contributes to the development and implementation of CLS strategic goals and objectives.

The Senior Service Delivery Manager will always actively promote the purpose and values of CLS through their leadership and professional conduct.

As a Senior Service Delivery Manager, you will:

• Participate in the “Manager On-call” roster (approx. one week per quarter).
• Willing and able to provide direct support to participants if required in a rostering crisis.
• Provide strategic and operational leadership to deliver high-quality, person-centred supports that promote safety, wellbeing, and positive outcomes for people with disability.
• Lead, develop, and manage a high-performing team, including recruitment, rostering, performance management, coaching, and contribute to workforce planning.
• Oversee service delivery to ensure compliance with legislative, funding, and quality standards (including NDIS requirements), maintaining audit readiness and continuous improvement.
• Build and maintain strong relationships with clients, families, community partners, and key stakeholders, effectively managing complex and sensitive matters.
• Drive operational performance by monitoring service targets, financial sustainability, risk management, and cost-effectiveness.
• Contribute to budget development and ensure sound financial decision-making within the team.
• Lead planning and implementation of supports, ensuring alignment with client needs, funding, and organisational strategy.
• Foster a culture of innovation, accountability, and continuous improvement, encouraging new ideas and service enhancements.
• Promote safe work practices, manage risk, and uphold duty of care principles across all team activities.
• Represent the organisation within the community, strengthening partnerships and promoting inclusive, high-quality disability services.

Your application will be assessed against the following Mandatory Requirements:

• Qualifications in disability support work, social work, or related (or completed Diploma with relevant experience)
• Minimum 5 years’ experience leading a NDIS team with direct supports.
• Deep knowledge of the disability industry, relevant legislation, regulations, standards, funding models and current industry trends and reforms.
• Varied and relevant experience of the needs of people with disability with an emphasis on the design of innovative, flexible and holistic individualised support plans.
• Demonstrated experience in managing staff, including recruitment, supervision, professional development and performance.
• Excellent leadership and people management skills, with the ability to inspire and support high-performing teams.
• Outstanding communication skills, with the ability to build strong relationships of trust, foster collaboration, and manage stakeholder engagement.
• Well-developed interpersonal, conflict resolution, negotiation, problem solving and decision-making skills.
• Good organisational skills and ability to multitask in a busy, challenging and demanding working environment with conflicting priorities.
• Ability to analyses, processes and makes recommendations for procedure development and process improvement.
• Demonstrated competency in administration, documentation, reporting and advanced skills within Office 365 suite.
• Analytical mindset with the ability to interpret data to inform strategies.
• Proficiency in digital tools and interest in leveraging technology, including use of artificial intelligence (AI) for operational efficiencies.
• Broad knowledge of financial processes and guidelines related to individual funding and budgets and high level conceptual and analytical skills to assess and develop same.
• A growth mindset, with a strategic eye for identifying new business opportunities and driving organisational success.

To be considered you will have (or the ability to acquire):

• Current Yellow Card or NDIS Worker Screening Check
• Current Blue Card
• Current Driver’s Licence with own reliable vehicle (minimum third-party property damage insurance)

What’s in it for you:

• Be part of a fun, curious, supportive and hardworking team, where we really do value our people
• A supportive and inclusive work environment
• Flexible working hours
• Opportunities for professional development
• Organisation-funded access to Employee Assistance Program (EAP)
• Salary packaging options up to $15,900 ($30,000 gross) per FBT year. Find out more at https://eziway.net.au/

Note:

Applications are being reviewed as they are received, with shortlisted applicants contacted to attend an interview. This position does not have a closing date. We review applications daily and will close the vacancy when available positions have been filled.

Joining the CLS Team means you will share our goals to provide innovative and best-practice services to individuals living with a disability.

Key selling points

• Be part of a supportive and collaborative team
• Be part of a fun, curious, and hardworking team, where we value our people
• Increase your take home pay with salary packaging