Service Delivery Reporting Centre Manager

1 month ago

Burwood East, Australia Country Fire Authority Full time
About this role Located at CFA Headquarters, Burwood East Full time, Fixed Term PTA 6 $, pa (plus 11.5% superannuation)

The CFA are proud of the work we do, protecting lives and property, 24 hours a day, 7 days a week. 
With over 51, volunteers CFA strives to be an organisation of choice for volunteers and employees. We, embrace individuals with diverse skills, experience and backgrounds, recognising the unique value they bring to CFA.

Want to read more about the Country Fire Authority (CFA) click here.  

About the Role

A 12-month fixed term contract opportunity currently exists to lead CFA's Service Delivery Reporting Centre. This is an excellent leadership opportunity to connect frontline service delivery with CFA's corporate functions, by supporting incident reporting and providing data-driven insights to enhance service delivery and decision-making. 

The SDRC Manager oversees and supports a team of 8 who deliver fire and incident reporting services and related functions across the organisation. This leadership role will foster a positive team environment, ensuring high-quality customer service and effective support to CFA members and staff.

Key responsibilities of the role will include the following:
•    Lead and manage a high-performing team to enhance organisational capability through quality control, data integrity, analysis, and reporting.
•    Direct the SDRC team in delivering incident reporting services, ensuring capacity meets demand and service requirements.
•    Manage financial budgets, reporting, and call centre analytics to inform decision-making, resource allocation, and process improvements.
•    Oversee CFA operational systems (FIRS, VRH, RMS), ensuring data quality, developing metrics, and initiating technology improvements as needed.
•    Implement quality assurance standards, governance frameworks, and training to enhance efficiencies, service delivery, and incident reporting consistency.
•    Build collaborative relationships across CFA, emergency service sectors, and relevant jurisdictions.
•    Provide evidence-based advice and strategic input by analysing organisational outcomes, performance metrics, and future needs.

About You
Our ideal candidate will be able to demonstrate the following:
•    Relevant tertiary qualifications and/or experience providing leadership, direction, advice, and guidance within a complex operational or service delivery environment.
•    Demonstrated leadership capability and team management skills, with experience overseeing the implementation of defined processes. 
•    Proven experience in developing and implementing data quality assurance measures, undertaking analysis and reporting, with the ability to translate complex information into meaningful insight for end-users.
•    Demonstrated ability to foster collaborative working relationships, with highly developed interpersonal and communication skills, including the ability to effectively deal with difficult situations. 
•    Demonstrated ability to use initiative, work flexibly within tight timeframes and manage variable workload demands.
•    Knowledge of the Victorian Government and/or Victorian Emergency Management Sector business environment is an advantage.

Why choose CFA
•    Meaningful Purpose: Your contribution truly makes a difference
•    Work-Life Balance: Paid parental leave, generous leave provisions 
•    Growth Opportunities: Learning and development
•    Flexibility: Hybrid work options with flexible work arrangements
•    Discounts: Emergency Memberlink discounts on various services
•    Wellbeing Focus: Healthy for Life programs, flu vaccinations
•    Member Assistance Program: Access support across 8 service pathways  

Your Application
Click the 'apply' button to access our online application form. Here you will be asked to provide personal and contact details and respond to employment-related questions.

When applying for a position with CFA, please submit a cover letter and resume that demonstrates your qualifications, experience, key attributes and skills required for the position.

Pre-employment Checks
Offers of employment will only be made to candidates who:
•    Successfully complete a National Police History Check, Working Rights Check and hold a valid Working with Children Check.

CFA is committed to creating and maintaining a diverse, inclusive, and safe volunteer and work environment. Our aim is to have a volunteer and paid workforce that reflects the community it serves.  First Nations people, women, people of all ages, with disabilities and culturally and linguistically diverse people are encouraged to apply.  

Applications close: 11:59pm 1st December
If at any stage of the recruitment and selection process you require an alternative format to the application material or reasonable adjustment to the interview arrangements, please don't hesitate to contact the person listed on the ad or alternatively, email

The Country Fire Authority (CFA) values your privacy. We will use the information you provide when you are applying for employment with us for the purpose of recruitment, selection, evaluation and appointment and to report on anonymised key metrics (e.g. diversity). The information we collect will be handled in accordance with privacy laws, including the Privacy and Data Protection Act .   You can view our Privacy Statement here. For access and correction of the information we have collected, contact  

  • Service Delivery Reporting Centre Manager

    1 month ago

    Burwood East, Australia Country Fire Authority Full time

    The CFA are proud of the work we do, protecting lives and property, 24 hours a day, 7 days a week. With over 51,000 volunteers CFA strives to be an organisation of choice for volunteers and employees. We, embrace individuals with diverse skills, experience and backgrounds, recognising the unique value they bring to CFA. Want to read more about the Country...

  • Service Delivery Reporting Centre Leadership Opportunity

    1 month ago

    Burwood East, Victoria, Australia Country Fire Authority Full time

    About this roleThe Country Fire Authority (CFA) is seeking an experienced leader to fill a 12-month fixed-term contract opportunity as the Service Delivery Reporting Centre Manager. This exciting leadership position offers the chance to connect frontline service delivery with corporate functions, providing data-driven insights to enhance service delivery and...

  • Communications Centre Manager

    6 months ago

    Burwood East, Australia Ambulance Victoria Full time

    At AV we are striving to create a safe, fair and inclusive workplace. One of our key pillars for our vision is a culture where people feel safe to speak up and take action when they see behaviours that are outside our code of conduct, unlawful, or harmful. This is a great opportunity to be part of a team that provides expert advice, receives and investigates...

  • Service Delivery Manager

    3 months ago

    Burwood, Australia Cushman & Wakefield Full time

    **Job Title** Service Delivery Manager **Job Description Summary** Seeking a Service Delivery Manager to drive excellence in customer service, oversee operations, & optimise processes within their designated site portfolio The Cushman & Wakefield service delivery team is responsible for the delivery of a range of property and facilities management...

  • Assistant Centre Manager

    6 months ago

    Burwood East, Australia G8 Education Full time

    513283 - BURWOOD EAST, VIC, 3151 - Assistant Centre Manager - Permanent Full time Add to favourites Favourite View favourites **The Opportunity** Are you looking to join a phenomenal team of exceptional, qualified Early Childhood professionals and be supported and encouraged to excel and further develop your Early Childhood career? Do you want to be...

  • Centre Manager Greenwood Burwood East

    7 months ago

    Burwood East, Australia G8 Education Full time

    513107 - BURWOOD EAST, VIC, 3151 - Centre Manager - Fixed Term Full time Add to favourites Favourite View favourites **Our Opportunity** Are you a skilled and experienced Early Childhood Education professional with a passion for leading and developing a team? We are seeking a dynamic and proactive Centre Manager at Greenwood Burwood East to join our team...

  • Service Delivery Manager

    2 months ago

    Hampton East, Australia Arcare Aged Care Full time

    **About Arcare** As one of Australia’s leading aged care providers, we have 50 residences in QLD, NSW, and VIC, with more on the way! Our core focus is the relationship between residents, colleagues, and family members, with our residents and team at the heart of what we do. Backed by a dedicated team of over 7000 employees, we strive to uphold our core...

  • Centre Manager

    6 months ago

    Malvern East, Australia mecwacare Full time

    7 Months Fixed Term contract (30hrs per week) - Malvern East Location - Generous Salary Packaging Options **Centre Manager - Day Programs** - **7 Months Fixed Term contract (30hrs per week)**: - **Malvern East Location**: - **Generous Salary Packaging Options** The Centre Manager is responsible for the overall day to day management of the Social Support...

  • Group General Manager

    4 months ago

    Burwood East, Australia Country Fire Authority Full time

    Country Fire Authority (CFA) The Country Fire Authority (CFA) is one of the largest volunteer-based fire and emergency services organisations in the world. Operating state-wide across 1,211 brigades our more than 51,000 volunteers and 897 full-time equivalent staff support CFA's vision to work together with communities to keep Victorians safe from fire and...

  • Centre Coordinator

    7 months ago

    Burwood, Australia Uniting AgeWell Full time

    **About Us**: At Uniting AgeWell, our focus is on supporting older people to experience a sense of wellbeing, choice and independence in their lives, to feel valued members of their community and to have easy access to the community or residential services they need to live the life they want. With a range of services in many locations in Victoria and...

  • Head of Practice Development

    3 weeks ago

    Brunswick East, Victoria, Australia La Trobe University Full time

    We are seeking an exceptional professional to join La Trobe University as the Head of Practice Development and Service Delivery.Company OverviewLa Trobe University is a world-class research university located in Melbourne, Australia. Our Bouverie Centre is a leading provider of mental health and wellbeing services, delivering innovative solutions to address...

  • Contact Centre Team Leader

    7 months ago

    Burwood, Australia Penfold Motors Burwood Full time

    **Representing multiple brands including VW, Audi & many more**: - ** A supportive team environment where you'll work with dedicated colleagues and management**: - ** Join a national ASX listed organisation in a time of growth!!** **About us**: **Penfold Motor Group** is part of Peter Warren Automotive Holdings, one of Australia's largest multi-franchise...

  • Procurement Services Delivery Analyst

    1 month ago

    Burwood, Australia Transport For NSW Full time

    **Procurement Services Delivery Analyst**: - Organisation/Entity: Transport For NSW- Job category: Projects- Job location: Burwood, NSW, AU, 2134- Job reference number: 97480- Employment type: Fixed Term Full-Time- Salary range: $128409.0-$143815.0 **If you’re after impact, there’s no other organisation in Australia that delivers work on this...

  • Contact Centre Representative

    3 months ago

    Burwood East, Australia RSPCA Victoria Full time

    Be the first voice for those in need as a Contact Centre Representative at RSPCA Victoria! We need someone with strong communication skills and a passion for animal welfare to receive and triage animal cruelty complaints in either a **casual or part tim**e** capacity. **The Role** As a Contact Centre Representative, you'll play a vital role in protecting...

  • Vegetation Management Coordinator

    4 months ago

    Burwood East, Australia Country Fire Authority Full time

    Are you looking for a values-based, emergency service organisation that puts the community at the centre of everything we do? We are proud of the work we do in protecting lives and property, 24 hours a day, 7 days a week. With over 51,000 volunteers CFA strives to be an organisation of choice for volunteers and employees. We, embrace individuals with diverse...

  • Payroll Manager

    2 months ago

    Burwood East, Australia Country Fire Authority Full time

    Do you want to work for a values-based, emergency service organisation that puts the community at the centre of everything we do? We are proud of the work we do in protecting lives and property, 24 hours a day, 7 days a week. With over 51,000 volunteers CFA strives to be an organisation of choice for volunteers and employees. We, embrace individuals with...

  • Customer Service Manager

    7 months ago

    Burwood, Australia Coles Supermarkets Full time

    From small everyday moments to larger-scale changes unique to a business like ours, as a Retail Leader, you’ll really see the difference your work makes every day. Whether you’re in a distribution centre, a bakery, in-store or on the road, you’re an important part of an Aussie icon at the heart of the nation. ***: **About the role**: Reporting to the...

  • Centre Manager

    2 months ago

    Keilor East, Australia Belgravia Health & Leisure Group Pty Ltd Full time

    **VIC, East Keilor Leisure Centre - Keilor East 3033** - Are you passionate about promoting aquatic and leisure activities to the community? - Do you possess the skills and ability to build, develop and lead an enthusiastic team? - Rare opportunity to be part of managing a new state of the art facility. **About You** You have experience in planning and...

  • Centre Manager

    3 months ago

    East Melbourne, Australia Affinity Education Group Full time

    Join **Milestones Early Learning Lakes Entrance** our Centre Manager and lead the way in early childhood education in Victoria - where every child's journey matters! We are seeking a passionate and experienced Centre Manager to oversee our 65-place centre in regional VIC. This is a unique opportunity to make a significant impact on a small centre with 4...

  • Centre Manager

    2 months ago

    Keilor East, Australia Belgravia Health & Leisure Group Pty Ltd Full time

    VIC, Keilor East Leisure Centre - Keilor East 3033VIC, East Keilor Leisure Centre - Keilor East 3033 Are you passionate about promoting aquatic and leisure activities to the community?Do you possess the skills and ability to build, develop and lead an enthusiastic team?Rare opportunity to be part of managing a new state of the art facility.About YouYou have...