Service Delivery Manager - Liverpool

Service Delivery Manager (Full-Time, Term Defined Contract)

Location: Liverpool

The Opportunity:

We are looking for a dynamic and seasoned Service Delivery Manager to lead our complex Supported Independent Living (SIL) operations, ensuring legislative compliance, financial robustness, and alignment with our company values and strategic goals. At New Horizons, we are passionate about creating a unified organisation where our teams work seamlessly together to deliver exceptional outcomes for our clients. This exciting new position, reporting to the General Manager, was recently created following a company restructure, giving you the unique opportunity to showcase your management skills and passion for person‑centred care.

Key Responsibilities

Supervise the Program and Experience Leads and Customer Experience Coordinators within your team.

Monitor performance and empower frontline staff to foster / build high‑performing teams.

Foster a positive Learning and Development culture through regular feedback and development planning.

Identify, support, and coach employees for career progression and talent retention.

Maintain a structured operational rhythm with team meetings and 1:1s.

Communicate effectively, cascading and escalating information as needed.

Manage critical incidents according to policies and procedures.

Promote and implement change initiatives, modelling positive behaviour.

Ensure regulatory, procedural, and financial frameworks are met.

Support the General Manager in forecasting, reviewing, and aligning budgets.

Drive service excellence initiatives, including quality checks and stakeholder engagement.

Build and maintain strong relationships with the community, families, stakeholders, and funding bodies.

Required Skills and Experience

5 to 10 years of experience in a managerial or leadership position, overseeing teams of 10 or more members.

Proven track record in managing operational tasks and shaping strategic initiatives across various departments.

Experience in managing relationships with at least 5 key internal and external stakeholders (e.g., government bodies, community groups) and representing the organisation in high‑level negotiations or discussions.

A relevant bachelor’s degree in Business, Management, or Community Services. Postgraduate qualifications are highly valued (Equivalent experience or a combination of qualifications will also be considered).

In‑depth knowledge of compliance and regulatory requirements in Human Services, with a proven track record of successfully navigating audits or regulatory reviews.

High level of technical and computer literacy, particularly with Microsoft Office and reporting systems.

Strong people leadership skills with a proactive, supportive, and inclusive management style.

Comprehensive knowledge of person‑centred principles and outcomes‑focused support.

Valid NSW C class driver’s licence, capable of driving large cars and vans.

Excellent communication skills, both written and verbal.

What’s in It for You

Professional Development: Opportunities for continuous learning and career growth.

Supportive Team Environment: Work with a collaborative and motivated team.

Innovative Culture: Be part of a forward‑thinking organisation that values creativity and innovation.

Flexible Work Arrangements: Enjoy a balance between work and personal life.

Community Engagement: Make a positive impact in the local community.

Diverse and Inclusive Workplace: Work in an environment that values diversity and inclusion.

Not for Profit Salary Packaging – Increase your take home pay!

Fitness Passport.

Employee Assistance Program providing counselling services.

Required Pre‑Employment Checks

National Disability Insurance Scheme Worker Check or willingness to obtain.

NSW Working with Children Check or willingness to obtain.

Current National Police Check or willingness to obtain.

How to Apply To register your interest, please click “Apply Now” and provide a resume and cover letter outlining your suitability for the role.

New Horizons values diversity and encourages applications from people from all walks of life. Our vision is to see happy inclusive communities work together in collaborative and inclusive ways to create opportunity and improve quality of life. If you have questions about this role, or would like to discuss any reasonable adjustment you may require throughout the recruitment process, or require an alternate method of submitting your application, please email recruit@newhorizons.net.au. Due to high volume of applications, only shortlisted candidates will be contacted.

IMPORTANT: New Horizons is an equal Opportunity Employer, and our people represent the community which we service. We invite all the applicants to apply, including First Nations People, and people from diverse social, cultural and gender backgrounds. Due to the specific support needs of the customer base and the inherent program requirements, there is a genuine occupational requirement for female applicants to apply, under the exception clause of the NSW Anti‑Discrimination Act 1977 – Section 31. New Horizons acknowledges all Aboriginal and Torres Strait Islander peoples as the traditional custodians of the land.

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