Service Delivery State Manager

 Life at Vinnies

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: 

Essential 

• 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. 

Desirable 

• Experience leading multi-site or statewide operations. 
• Qualifications in housing, social services, leadership or public-sector management.

Ready to apply? We can’t wait to hear from you.

You can submit your application via SEEK or directly on our careers page!

Having the right people in our team is important to us. Before joining our team, we’ll undertake pre-employment checks including references, a police check, and proof of qualifications/licences.

We are committed to meaningful equity and diversity in our workforce. Applications from Aboriginal and Torres Strait Islander peoples is strongly encouraged. To be eligible for this position you must have an appropriate visa to work in Australia/New Zealand.