Service Delivery and Systems Manager
Role Overview
The Service Delivery and Systems Manager leads Team Managers to meet Housing Call Centre (HCC) KPIs and deliver new business initiatives.
The role oversees HCC operations, the Victorian Housing Register team, and CADS and Community Housing maintenance-request functions.
The position contributes to HCC leadership and future development decisions.
Key Skills for This Role
Full Job Posting
Role overview
The Service Delivery and Systems Manager leads Team Managers to meet Housing Call Centre (HCC) KPIs and deliver new business initiatives.
The role oversees HCC operations, the Victorian Housing Register team, and CADS and Community Housing maintenance-request functions.
The position contributes to HCC leadership and future development decisions.
Key accountabilities
- Manage systems for monitoring and reporting HCC KPI outcomes.
- Analyze performance data and provide feedback to managers and customer service officers to improve client outcomes.
- Compile the monthly Call Centre performance report.
- Oversee staff, targets, stakeholders, IT, administration, housing applications, bond loans, and maintenance requests.
- Assist with housing IT system product testing and contribute to departmental strategy.
Screening and application requirements
- An NDIS Worker Screening Clearance must be obtained and recorded before starting.
- Applicants must submit a CV and a cover letter of no more than two pages addressing the Key Selection Criteria.
- Applicants must be an Australian citizen, permanent resident, or hold a valid work permit or visa.
- Preferred candidates complete national police and misconduct screening.
Employment and salary
- The role is ongoing and full-time.
- Listed salary range is $116,413–$140,849; no pay cadence is specified.
Location and flexibility
- The position is located in Gippsland–Latrobe, Victoria.
- The department states that all jobs can be worked flexibly.
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