As the General Manager, Service Delivery you will be responsible for the strategic leadership and delivery of a range of housing and homelessness services. The role will lead the end to end transformation of the service delivery system in Housing and Homelessness to position housing services to be responsive to community and government expectations. This includes identifying and actioning opportunities for improvement and innovation in person-centred human service planning, design and delivery across the service delivery network while ensuring continuity of business services.

You will have strategic oversight of the frontline delivery of housing assistance and support services, which are currently delivered through four service delivery regions and over 20 geographically dispersed Housing Service Centres across Queensland.

You will oversee operational partnerships and contracts with registered housing and homelessness assistance providers. A key focus of the role will be shaping Housing Service Centre capability to deliver a sustainable and person-centred operating model. You will ensure the implementation of new products and services while driving collaboration across the service system to ensure all investments across the housing and homelessness continuum are reaching the community.

As a strategic member of the Housing and Homelessness Services leadership team, you will work collaboratively to drive an operating approach and culture that supports the transformation of the housing service system. This transformation will deliver responsive, proactive services that integrate all elements of housing strategy, policy, program design, development, and delivery.

Specific responsibilities include:

In this role, you will lead the transformation of frontline housing and homelessness service delivery by developing strategies to ensure continuous improvement and consistency across all service centres. A key focus will be driving the development of strategic initiatives that empower Housing Service Centres and registered housing providers to innovate and deliver tailored local solutions.

You will build strong partnerships with registered housing service providers and the community sector will be essential to achieving the objectives of the Housing Strategy. You will also facilitate and coordinate the transition, merger, or exit of funded housing providers, ensuring continuity of service delivery throughout these processes.

You will promote a culture of high performance, continuous improvement, and innovation within the department will be a critical aspect of the role, ensuring alignment with organisational values and goals.

All strategies, solutions, and decisions will be evidence-based and research-driven to ensure they are appropriate and impactful. You will develop and integrate consistent practices and housing assistance outcomes across four regional zones, ensuring equitable service delivery for all Queenslanders. Additionally, you will provide high quality, strategic advice to the Minister, Director-General, Deputy Director-General, and senior executives on housing and homelessness services delivery matters.

You will play a pivotal role in shaping sector behaviours by shifting the focus of housing and homelessness services from outputs to outcomes, embedding a strong human services delivery ethos across the sector.

About The Department of Housing and Public Works

As a valued employee in the Department of Housing and Public Works, you will play a vital role in delivering a range of services that make a real difference to the lives of Queenslanders. This includes supporting the Queensland Government's vision for a fair and sustainable housing system and supporting Queensland's construction sector in building government infrastructure projects in the lead-up to Brisbane 2032, and empowering young Queenslanders for a bright future.

What we are looking for
The essential requirements for this role are:

• Extensive experience across the public, private, and/or not-for-profit sector, with a strong background in service delivery, strategy and policy across agencies.
• A record of success as a leader in a large and complex organisation, with extensive experience across the public, private, and/or not-for-profit sector.
• A proven track record as an agent of change in challenging environments and in fostering a confident and capable workforce.

Please review role description for further information.

Applications will remain current for a period of 12 months.

Job Ad Reference: QLD/659773/25

Closing Date: Wednesday, 24th September 2025