Service Delivery and Operations Manager

About the Role

This organization specializes in connecting companies in Australia, the US, and the UK with qualified offshore talent, primarily from the Philippines. By managing the full recruitment cycle—including sourcing, screening, assessments, and regulatory compliance—the firm helps clients achieve secure onboarding and cost efficiencies across sectors like IT, sales, marketing, finance, creative, administration, and operations. As a Service Delivery and Operations Manager, you will serve in a pivotal leadership capacity, focusing on maintaining high standards of service quality and operational effectiveness. Your primary objective will be to guide frontline personnel and team leads, ensuring that all services are delivered safely, in a client-focused manner, and in accordance with relevant regulations. You will align daily execution with the company’s broader strategic objectives, managing schedules, addressing service gaps, and enhancing profitability through strategic process refinements.

Requirements

• Minimum of two years of operational management experience specifically in the community care, disability, or Australian NDIS sectors.
• Expert understanding of the NDIS Quality and Safeguards Commission frameworks, mandatory reporting requirements, and practice standards.
• Proven history of overseeing frontline staff across multiple sites and managing large-scale rosters.
• Comprehensive knowledge of mandatory certifications and Australian worker screening systems.
• Familiarity with platforms such as Deputy, CareLink+, ShiftCare, or Employment Hero is highly valued.
• Experience managing operations within multi-entity organizational models.
• Excellent ethical judgment, analytical problem-solving skills, and the ability to operate independently within a dynamic workplace.

Responsibilities

• Maintain comprehensive service coverage by overseeing daily scheduling and addressing any staffing concerns or service disruptions.
• Enhance scheduling efficiency while carefully managing labor expenses.
• Ensure all operations remain strictly compliant with NDIS Practice Standards.
• Provide mentorship and supervision to frontline employees while tracking performance metrics.
• Manage incident response procedures, encompassing both investigations and formal escalations.
• Collaborate with business development and sales departments to ensure secure participant onboarding.
• Generate weekly performance summaries for the Managing Director.
• Perform monthly evaluations of labor retention, utilization, and financial performance to foster operational growth.

Benefits & Perks

• You will operate according to Australian business hours and adhere to the Australian holiday calendar.