Service Delivery State Manager

Troocoo Pty; Brisbane; On-site; AUD 140,000 - 190,000; Full time

Job summary

Troocoo Pty is partnering with a well known not for profit community services organisation to appoint a Service Delivery State Manager, based in South Brisbane. You will lead housing and tenancy services across Queensland, guiding statewide service delivery and supporting frontline teams to ensure tenants receive respectful and responsive support.

Reporting to the Executive Officer, this role combines operational leadership with developing consistent processes, policies and service standards

Qualifications

• Leadership experience in community housing, tenancy operations or related services.
• Knowledge of NRSCH and relevant tenancy legislation.
• Experience developing teams and improving service delivery.
• Confidence managing complex tenancy matters, complaints and risks.
• Ability to build relationships with community partners and support services.
• Willing to undergo a Police check and hold a Blue Card.

Responsibilities

• Overseeing tenancy operations, allocations, rent management and customer service.
• Developing consistent processes, policies and service standards across regional teams.
• Coaching leaders and building capability in complex tenancy matters and early intervention.
• Managing escalated complaints and guiding fair, safe tenancy decisions.
• Monitoring performance, identifying risks and implementing service improvements.
• Building relationships with government agencies, community organisations and support providers.

Skills

Leadership experience

NRSCH knowledge

Team development

Stakeholder engagement

Compliance & risk

Police check & Blue Card

Job description

Job description

Our Client

Troocoo is partnering with a well known not for profit community services organisation to appoint a Service Delivery State Manager, based in South Brisbane.

With a growing housing portfolio across Queensland, the organisation is focused on strengthening tenancy services and supporting positive outcomes for tenants. This role offers the opportunity to guide statewide service delivery and develop the teams supporting local communities.

The Role

Reporting to the Executive Officer, you will lead housing and tenancy services across Queensland. The role combines operational leadership with improving service consistency, supporting frontline teams and ensuring tenants receive respectful and responsive support.

• Overseeing tenancy operations, allocations, rent management and customer service
• Developing consistent processes, policies and service standards across regional teams
• Coaching leaders and building capability in complex tenancy matters and early intervention
• Managing escalated complaints and guiding fair, safe tenancy decisions
• Monitoring performance, identifying risks and implementing service improvements
• Building relationships with government agencies, community organisations and support providers

About You

• Leadership experience in community housing, tenancy operations or related services
• Knowledge of NRSCH and relevant tenancy legislation
• Experience developing teams and improving service delivery
• Confidence managing complex tenancy matters, complaints and risks
• Ability to build relationships with community partners and support services
• Willing to undergo a Police check and hold a Blue Card

Please note that we are only accepting applications from candidates who are currently based in Australia.