Assistant Director - Service Delivery

About the role

Randstad is recruiting an Assistant Director of Service Delivery to lead key initiatives within the federal disability sector. The role directs operational coordination and workflow management, including intake, prioritisation and resource allocation, to deliver high-quality, participant-centred outcomes while leading APS6 personnel and contractors. It starts in January 2027.

Key responsibilities

• Direct operational coordination and workflow management, including intake, prioritisation and resource allocation.
• Provide expert guidance on complex participant risks and safeguarding concerns, using systems such as SAP CRM and PACE.
• Develop operational frameworks, Agency Guidelines and knowledge materials, and drive business process improvements.
• Manage key stakeholder partnerships and provide strategic reporting to senior leadership, the NDIA Executive, the Board and the Minister.

Required profile

• Able to lead, supervise and engage staff and contractors, and to plan and support their individual development.
• Oversees workflow intake, triage, prioritisation and resource allocation in an environment with constant interruptions.
• Identifies, monitors and resolves issues and emerging risks around complex participant cohorts and sensitive projects.
• Navigates confronting situations, resolves conflict, handles challenging behaviour and shows empathy in difficult conversations.
• Initiates improvements to operational workflows, access and planning processes.
• Comprehensively understands and complies with legislative frameworks, regulations and government decision-making processes.
• Must be an Australian citizen.

Required skills

• Navigate and extract data from core business systems, specifically SAP CRM and PACE.

What we offer

• Day rate of $602.55 plus superannuation.