Service Delivery State Manager

St Vincent de Paul Society Queensland; Brisbane; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive hourly rate

Salary packaging

Employee Assistance Program

Inclusive team environment

Job summary

St Vincent de Paul Society Queensland is seeking a senior operations leader to drive statewide housing service delivery, uplift frontline capability and embed strong tenancy practices. The role reports to the Executive Officer and collaborates with Housing leaders to improve customer experiences and housing stability across multiple sites.

The position is permanent, full-time (38 hours per week) based in South Brisbane, with a values-led approach and the opportunity to lead with fairness and

Qualifications

• Demonstrated leadership in community housing, tenancy operations or related service delivery.
• Strong understanding of professional tenancy practice and early-intervention approaches.
• Experience driving performance improvement and workforce capability.
• Ability to design service delivery improvements with measurable results.

Responsibilities

• Lead the statewide housing service model implementation and uplift frontline capability.
• Collaborate with multidisciplinary teams to enhance service delivery outcomes.
• Ensure services are delivered consistently with risk management and governance in mind.
• Drive service improvement, accountability and measurable tenancy outcomes.
• Report to the Executive Officer and work with Housing leaders and partners.

Skills

Leadership experience

People management

Stakeholder engagement

Analytical skills

Risk management

Communication skills

Problem solving

Education

Housing qualification

Public sector management

Leadership training

Social services background

Job description

At Vinnies, we are what we do. We believe in making a difference. We are one of Queensland’s most-loved charitable organisations and are committed to leading with our values and mission at heart. We work together to build a legacy that we can be proud of, supporting those in need within our communities. Our companions are why our journey started, striving to shape a more just and compassionate society. Our employees, members and volunteers are the reason our journey continues, and why we will succeed.

What we can offer you

Work with a purpose – not your average organisation and not your average role!

Competitive hourly rate and excellent employment benefits under our Employee Agreement

Salary packaging arrangements – helping you save on tax

Access to our Employee Assistance Program – our employees are our most valuable asset

A welcoming and inclusive environment where you’ll always feel part of a team

The Role

We are looking for a confident, values-led senior operations leader with a strong background in housing or human services. You bring clarity to complex environments, lead with fairness and professionalism, and know how to lift performance while supporting people to do their best work.

The Service Delivery State Manager is responsible for collaborating with multidisciplinary teams to enhance service delivery outcomes through innovative and integrated service responses.

You will lead the implementation of a clear statewide housing service model, uplift frontline capability and embed safe, professional tenancy practice. This role ensures services are delivered consistently, risks are managed early, decisions are fair and well-governed, and customer outcomes continue to improve.

Reporting to the Executive Officer, you will work closely with Housing leaders and cross-functional partners to drive service improvement, strengthen accountability and deliver measurable improvements in tenancy outcomes, customer experience and housing stability.

This is a permanent, full-time position (38 hours per week)based in South Brisbane.

To be successful in this role, you will bring:

Demonstrated leadership experience in community housing, tenancy operations or related service-delivery environments.

Strong understanding of professional tenancy practice, safe decision-making, customer engagement and early-intervention approaches.

Experience leading teams, driving performance improvement and building workforce capability.

Ability to design and implement service delivery improvements with clear measures of success.

Strong skills in risk identification, complex tenancy management and managing difficult customer situations.

Excellent communication, conflict-management and problem-solving capability.

Experience working with external partners, support services and community organisations.

High-level analytic and reporting skills, including data interpretation and operational decision-making.

Experience leading multi-site or statewide operations.

Qualifications in housing, social services, leadership or public-sector management.

We are committed to Safeguarding

St Vincent de Paul Society Queensland, Vinnies Housing and Vinnies Retail Stores are committed to promoting and protecting the welfare, wellbeing and human rights of all people who interact with, or are affected by, our work, particularly those who may be at risk of abuse, neglect or exploitation.

We have robust recruitment and screening processes to attract people who share our values and uphold our zero-tolerance approach to abuse,neglectand exploitation.

All employees,membersand volunteers are expected to uphold this commitment. Roles involving direct work with children or adults at risk require a valid Blue Card, which must be verified before commencement. Successful candidates will also undergo relevant background screening which includes a police check and reference checks as part of the recruitment process.Some positions may also require a pre-employment medical check.

We are committed to meaningful equity and diversity in our workforce. Applications from Aboriginal and Torres Strait Islanderpeople arestrongly encouraged. To be eligible for this position you must havean appropriate visato work in Australia/New Zealand.