Service Delivery and Operations Manager

Pear Tree.

. Ensure 100% required support coverage for scheduled participants and immediately resolve cancellations, late arrivals, and absences .

Posted 11/4/2026full-timeRemote • PhilippinesJuniorMid-Level💰 ₱80,000 - ₱100,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational management within the NDIS and Disability sector, ensuring compliance with NDIS Practice Standards and effective roster management. Capable of leading teams, optimizing operational efficiency, and maintaining high standards of participant care and safety.

Highest-signal resume keywords

Operational Management ExperienceNDIS Quality And Safeguards KnowledgeRoster Management And Shift-Fill RatesCompliance With NDIS Practice StandardsTeam Leadership And Mentoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Roster OptimizationIncident Management WorkflowsDocumentation CompletionLabour Cost ManagementPerformance ReportingOperational AnalysisParticipant Support PlansCredential VerificationComplaint ResolutionTraining Needs Identification

Soft Skills

Decisive Problem-SolvingProactive Self-StarterClear CommunicationCollaboration With StakeholdersHigh Ethical Standards

Tools & Technologies

ShiftCareCareLink+DeputyEmployment HeroAustralian Worker Screening Databases

Certifications & Qualifications

First Aid/CPRNDIS Worker Screening CheckWorking With Children Check

Industry Keywords

NDISDisability SectorCommunity CareParticipant SafetyRegulatory Compliance

About the role

Key responsibilities & impact

Ensure 100% required support coverage for scheduled participants and immediately resolve cancellations, late arrivals, and absences
Conduct daily morning roster reviews to confirm staff deployment, worker-to-participant matching, and credential verification
Manage after-hours and on-call escalation frameworks
Optimize roster efficiency and control labour costs, overtime, and unapproved staffing expenses within budget
Safeguard person-centred, respectful, and safe service delivery in line with participant support plans
Resolve participant or family complaints within one business day, or immediately if urgent
Maintain communication with families, guardians, and Support Coordinators
Coordinate with sales and Business Development Managers to assess capacity and onboard new participants safely
Supervise, mentor, and direct Team Leaders and frontline support workers across all operational entities
Oversee attendance, punctuality, and performance standards, addressing underperformance
Ensure onboarding and induction for new support workers and identify training and supervision needs
Maintain alignment with NDIS Practice Standards and audit-ready client documentation
Ensure staff screening, mandatory certifications, and worker credentials are compliant before shift deployment
Review daily progress notes and medication administration records, maintaining at least 98% documentation completion
Lead incident management workflows, including identification, recording, investigation, and immediate escalation
Deliver weekly operations performance reports to the Managing Director every Monday by 10:00 AM
Chair weekly operations meetings with Team Leaders
Conduct monthly analyses of labour utilisation, gross margins, participant retention, and compliance trends
Present monthly operational improvement plans to reduce process waste and overhead and improve profitability

Requirements

What you’ll need

Minimum of 2 years of direct operational management experience within the Australian NDIS / Disability or Community Care sector
Thorough working knowledge of the NDIS Quality and Safeguards Commission rules, NDIS Practice Standards, and mandatory reporting frameworks
Demonstrated track record managing high-volume rosters, shift-fill rates, and frontline care staff across distributed locations
In-depth understanding of Australian worker screening databases, including NDIS Worker Screening Check, Working with Children Check, and First Aid/CPR
Experience managing operations across multi-entity or federated organisational structures preferred
Familiarity with ShiftCare, CareLink+, Deputy, or Employment Hero preferred
Relevant tertiary qualifications in Business Administration, Healthcare Management, Human Services, or related disciplines preferred
Background collaborating with BDM/sales functions to align sales pipelines with operational onboarding capacity preferred
Proactive self-starter who identifies operational gaps, implements solutions, and delivers results without waiting for executive instruction
Ability to balance person-centred care with operational efficiency, budget targets, and labour cost management
High ethical standards regarding participant safety, dignity, choice, and regulatory compliance
Decisive problem-solving under pressure during emergencies, coverage shortages, and operational bottlenecks
Clear verbal and written reporting skills for executive leadership, participants, families, and regulatory bodies

Benefits

Comp & perks

AU working hours and holidays