Service Delivery Lead

About the Company:

Essential Nursing and Disability Services is a diversity-led NDIS care and community services provider committed to excellence in everything we do. Our unique team partners with stakeholders to deliver person-focused caring services across the disability sector, ensuring each participant receives the support they need to thrive. We recognise that every participant has individual needs, aspirations, and preferences. That’s why we take the time to listen, understand, and tailor our services to ensure each person can achieve their full potential and enjoy a fulfilled life at home and within their community.

About the role:

The Service Delivery Lead plays a key leadership role in overseeing the day-to-day clinical and non-clinical operations of Essential Nursing and Disability Services. This position is responsible for ensuring smooth service delivery, strong team performance, quality care, operational compliance and continuous improvement across NDIS residential SIL and community-based supports.

Working closely with the General Manager, Clinical Teams, House Team Leaders, Service Coordinators and Support Workers, the Service Delivery Lead ensures participants receive safe, person-centred and consistent supports aligned with their NDIS plans, goals and care needs.

Key Responsibilities:

Service Delivery and Operational Leadership

• Oversee day-to-day service delivery across SIL and community supports.
• Ensure services are delivered safely, efficiently and in line with participant goals.
• Support effective rostering, shift coverage and resource allocation.
• Monitor service quality, operational workflows and participant outcomes.
• Ensure houses and services remain well-organised, compliant and responsive.

Clinical Leadership and Governance

• Provide clinical leadership and oversight to support high-quality care.
• Support the development and review of participant care plans.
• Monitor clinical risks, incidents and quality assurance activities.
• Guide clinical staff through supervision, mentoring and training.
• Ensure clinical practices align with NDIS Quality and Safeguards requirements.

Team Leadership & Supervision

• Provide day-to-day supervision, coaching and mentoring of operational staff
• Support onboarding and on-the-job competency development
• Address performance issues early and escalate appropriately
• Promote a respectful, accountable and values-driven team culture

Team Leadership and Performance

• Lead and support Clinical Team Leaders, House Team Leaders, administrative staff and operational teams.
• Provide coaching, feedback and direction to team members.
• Conduct performance reviews and support improvement plans where required.
• Promote a respectful, accountable and values-driven team culture.
• Ensure staff are trained and supported to meet role and compliance expectations.

Compliance, Quality and Risk Management

• Ensure operations comply with NDIS Practice Standards, WHS requirements and ENDS policies.
• Lead quality assurance activities, audits and service improvement initiatives.
• Monitor KPIs and take timely action to address risks or gaps.
• Support incident escalation, investigations and corrective actions.
• Maintain accurate participant records, service agreements and operational documentation.

Continuous Improvement and Stakeholder Engagement

• Lead initiatives that improve service quality, participant outcomes and operational effectiveness.
• Foster strong relationships with participants, families, staff and external stakeholders.
• Support efficient resource utilisation and contribute to organisational planning and continuous improvement.
• Represent ENDS professionally and ensure timely resolution of participant and stakeholder concerns.

About You

You are an experienced and proactive leader with strong clinical and operational skills, excellent communication abilities, and a commitment to delivering high-quality, person-centred services. You thrive in a fast-paced environment, lead teams effectively, and are passionate about continuous improvement and positive participant outcomes.

Essential Requirements

• Current AHPRA Registration (Registered Nurse)
• Experience in a clinical and/or operational leadership role
• Strong understanding of NDIS and SIL service delivery
• Current NDIS Worker Screening Check
• Current Driver’s Licence
• Current First Aid & CPR
• Ability to provide professional references

Highly Regarded

• Leadership or management qualifications
• Experience leading teams within disability, community or healthcare services
• Experience using systems such as ShiftCare, QUASR, Employment Hero and Microsoft Office
• Knowledge of NDIS compliance, quality assurance and risk management

What’s on offer?

• Competitive salary package from $135k – $145k plus super
• Flexible work arrangements
• Learning and development opportunities
• Supportive, diverse and inclusive workplace culture
• Opportunity to make a genuine impact in the lives of people living with disability