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 benefits 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 (

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 recent 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.

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 NDIS Worker Screening Clearance and have provided this detail for recording. For more information on what this means, and all other requirements, please see the Position Description.

Applications close Monday 12 October 2026 at 11.59pm

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📌 Service Delivery and Systems Manager (East Gippsland Shire)
🏢 State Government Of Victoria, Australia
📍 East Gippsland Shire