Service Delivery Manager -Wyong

Hybrid work Environment!
Flexible Work Arrangements
SCHADS level 6

At New Horizons, we are passionate about creating a unified organisation where our teams work seamlessly together to deliver exceptional outcomes.
This exciting new position at New Horizons has been recently created following our recent company restructure.
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 organization 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.
Our Benefits
Salary packaging of up to $15900+ in tax free pay per FBT year
Internal and external learning and development opportunities
Supportive corporate culture and working environment
Leave loading and superannuation
Employee Assistance Program providing counselling services
Eligibility for our recognition program and celebration of service.

The Opportunity
We are seeking a dynamic and experienced Service Delivery Manager to oversee complex services, ensuring compliance, financial stability, and alignment with our strategic vision.
Your role will involve:
Delivering high-quality, person-centered experiences.
Monitoring performance and empowering Program and Experience Leads.
Building and maintaining strong relationships with the community, families, stakeholders, and funding bodies.
Ensuring regulatory, procedural, and financial frameworks are met.
You will supervise Program and Experience Leads and Customer Experience Coordinators, report to a General Manager, and collaborate with internal teams and external agencies.
Key Responsibilities
Lead Program and Experience Leads and frontline employees to 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, modeling positive behavior.
Support the General Manager in forecasting, reviewing, and aligning budgets.
Drive service excellence initiatives, including quality checks and stakeholder engagement.
Build strong networks with external customers and stakeholders.
Skills and Experience
5-10 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 is essential. Postgraduate qualifications are highly valued. Equivalent experience, expertise, 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-centered principles and outcomes-focused support.
Valid NSW C class driver’s license, capable of driving large cars and vans.
Excellent communication skills, both written and verbal to engage and support stakeholders
Pre-employment Checks:
National Disability Insurance Scheme Worker Check;
New Horizon's health declaration form;
Working with Children Check (or any equivalent check available in the State or Territory in which your employment is based); and
National Police Background Check that discloses your suitability to have unsupervised contact with vulnerable groups of people.
If this sounds like you…….Please apply directly