# Service Delivery and Operations Manager - Dayshift Remote at D2B

> Lead daily operations across three organisations, covering rostering, participant care, staff performance and NDIS compliance.

- Company: D2B
- Location: Metro Manila, Philippines (remote)
- Places: Metro Manila, Remote, Philippines
- Posted: 2026-11-04
- Team: Operations
- Reports to: Managing Director
- Work mode: Remote
- Type: Full-time
- Pay: Php 80,000 to Php 100,000 per month
- Apply: https://apply.workable.com/d2b-1/j/A9582B4E12/
- Page: https://ye.saranatour.dev/jobs/service-delivery-and-operations-manager-dayshift-remote-d2b-kn70a9x5pf6beavz9n1vs4taks8hkke1

## The posting

Service Delivery and Operations Manager - Dayshift Remote
D2B · Metro Manila, Philippines

**Position: Service Delivery and Operations Manager**

**Salary: Php 80,000 to Php 100,000/month**

**Working Hours & Conditions: AU Working Hours and Holidays**

**Employment: Full Time - Independent Contractor**

**ABOUT THE COMPANY:**

The company is dedicated to transforming lives through high-quality, person-centred care services across Australia. Spanning operations across our three group organisations, we deliver reliable, safe, and respectful support tailored to our participants' unique needs. We foster an accountable, results-driven culture where participant safety, dignity, choice, and compliance are paramount.

**ROLE OVERVIEW:**

The **Service Delivery and Operations Manager**is an autonomous operational leadership role responsible for ensuring all three organisations operate efficiently, safely, professionally, and profitably every day. Reporting directly to the Managing Director, you will own staff performance, participant satisfaction, quality service delivery, NDIS compliance, rostering, and operational problem-solving without requiring day-to-day supervision.

In this role, you will lead the operations engine: resolving issues proactively, maintaining rigorous audit-ready standards, controlling labour costs, and partnering with sales and business development to smoothly onboard and support new participants.

**RESPONSIBILITIES:**

### 1. Rostering & Staff Coverage

- Ensure 100% required support coverage for all scheduled participants, resolving cancellations, late arrivals, and absences immediately.
- Conduct daily morning roster reviews to confirm staff deployment, appropriate worker-to-participant matching, and credential verification.
- Manage after-hours and on-call escalation frameworks to maintain uninterrupted service continuity.
- Optimize roster efficiency and control labour costs, overtime, and unapproved staffing expenses within budget.

### 2. Participant Care & Service Excellence

- Safeguard person-centred, respectful, and safe service delivery in alignment with agreed participant support plans.
- Acknowledge and resolve participant or family complaints within one business day (or immediately if urgent).
- Maintain professional stakeholder communication with families, guardians, and Support Coordinators.
- Coordinate closely with sales and Business Development Managers (BDMs) to assess operational capacity and ensure safe, seamless participant onboarding and commencement.

### 3. Team Leadership & People Management

- Supervise, mentor, and direct Team Leaders and frontline support workers across all operational entities.
- Oversee attendance, punctuality, and performance standards, addressing underperformance promptly and constructively.
- Ensure comprehensive onboarding and induction for new support workers while identifying ongoing training and supervisory needs.

### 4. Quality, Governance & NDIS Compliance

- Maintain full alignment with NDIS Practice Standards and ensure audit-ready documentation across all client records.
- Ensure 100% compliance on staff screening, mandatory certifications, and worker credentials prior to shift deployment.
- Review daily progress notes and medication administration records, ensuring documentation completion rates meet or exceed 98%.
- Lead incident management workflows: identify, record, investigate, and escalate incidents, safeguarding concerns, and clinical risks immediate