The Department of Families, Fairness and Housing (DFFH) works hard to create equal opportunities for all Victorians to live a safe, respected and valued life.

Our areas of focus are child protection, housing, disability, the prevention of family violence, multicultural affairs, LGBTIQA+ equality, veterans, women and youth. The work we do perks thousands of Victorians, particularly those who are disadvantaged and vulnerable.

We work in a variety of community-based settings, including people's homes, residential facilities and secure settings across metropolitan, rural and regional Victoria.

We are committed to developing and supporting a workforce that is well equipped and highly motivated. All jobs can be worked flexibly, and we encourage applications from Aboriginal and Torres Strait Islander people and people from diverse backgrounds and abilities.

If you're having any trouble viewing this ad and would like it or any attachments in an accessible format (such as large print), please don't hesitate to get in touch with the contact person listed on the ad.

For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)

Job Details

Department: Department of Families, Fairness and Housing Work Type: Ongoing - full time Job Function: Community Services Classification: VPSG5 Work Location: Morwell - Inner Gippsland area Reference: VG/DFFH/00040093 Closing Date: 12-Oct-2026 Salary Range: $116,413 - $140,849 Job Duration: N/A Attachments: (PDF, 302KB)
Position Description

Contact: Irena Vaynbaum
(phone hidden) [email protected]

Position Details

THE ROLE





The Service Delivery and Systems Manager is responsible for leading a team of Team Managers to implement, manage and monitor strategies to meet the Housing Call Centres (HCC) key performance indicators (KPI) and deliver new business initiatives.

As the Service Delivery and Systems Manager, you will oversee the operations of the HCC, including the management of staff, KPIs, centre targets, stakeholder management, IT and administrative functions. This role also oversees the Victorian Housing Register (VHR) team managing housing applications and bond loans, CADS and Community Housing team which raise maintenance requests. This role also assists in housing IT system product testing.

In addition to these tasks, you will also contribute to the overall management through participation as part of the HCC Leadership Team, contributing to decision making with regards to the HCC future development and departmental strategies.

ACCOUNTABILITIES INCLUDE

- Manage and ensure the development and management of systems to monitor and report the outcome of Key Performance Indicator's (KPIs) for the Housing Call Centre.
- Manage, monitor and ensure the analysis of data to provide accurate feedback to call centre managers and customer services officers, to improve service outcomes for clients of the Housing Call Centre.
- Be responsible for the compilation of the monthly Call Centre performance report.





Please open the position description to read more.

This is an NDIS Risk Assessed Role / This is a Key Personnel Role.
Staff appointed to this role at the Department of Families, Fairness and Housing may not commence in role until they have an and have provided this detail for recording.
For more information on what this means, and all other requirements, please see the Position Description.

HOW TO APPLY

Applicants are encouraged to apply online. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.
Applicants are required to submit a CV and Cover Letter (max 2 pages) outlining their suitability to the role in line with the Key Selection Criteria.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.
Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.

For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)

Please apply to submit your interest in this position.

Job details Department: Department of Families, Fairness and Housing
Job Reference: VG/DFFH/00040093
Location: Morwell - Inner Gippsland area
Work Type: Ongoing - full time
Job Function: Community Services
Classification: VPSG5
Salary Range: $116,413 - $140,849
Job Duration: N/A
Date posted: 28-Sep-2026
Application Close Date: 12-Oct-2026
Attachments: (PDF, 302KB)
Position Description

Contact:

Irena Vaynbaum

(phone hidden) [email protected]

📌 Service Delivery and Systems Manager (Morwell)
🏢 State Government Of Victoria
📍 Morwell