Service Delivery State Manager - Housing & Tenancy

About the role

Troocoo is recruiting, on behalf of a well-known not-for-profit community services organisation, a Service Delivery State Manager based in South Brisbane. The organisation has a growing housing portfolio across Queensland and focuses on strengthening tenancy services and supporting positive outcomes for tenants. Reporting to the Executive Officer, the manager leads housing and tenancy services across Queensland, combining operational leadership with improving service consistency and supporting frontline teams.

Key responsibilities

• Oversee tenancy operations, allocations, rent management and customer service
• Develop consistent processes, policies and service standards across regional teams
• Coach leaders and build capability in complex tenancy matters and early intervention
• Manage escalated complaints and guide fair, safe tenancy decisions
• Monitor performance, identify risks and implement service improvements
• Build relationships with government agencies, community organisations and support providers

Required profile

• Leadership experience in community housing, tenancy operations or related services
• Knowledge of NRSCH and relevant tenancy legislation
• Experience developing teams and improving service delivery
• Confidence managing complex tenancy matters, complaints and risks
• Ability to build relationships with community partners and support services
• Willingness to undergo a police check and hold a Blue Card
• Candidates must be currently based in Australia