Service Delivery Reporting Centre ManagerJob posted: 19/11/2024
Job type: Full time / 18/12/2025
Organisation: Country Fire Authority
Salary: Salary not specified
Occupation: Transport/Logistics
Reference: VG/1831489
Located at CFA Headquarters, Burwood EastFull time, Fixed TermThe 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, embracing individuals with diverse skills, experience and backgrounds.
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 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 differenceWork-Life Balance: Paid parental leave, generous leave provisionsGrowth Opportunities: Learning and developmentFlexibility: Hybrid work options with flexible work arrangementsDiscounts: Emergency Memberlink discounts on various servicesWellbeing Focus: Healthy for Life programs, flu vaccinationsMember Assistance Program: Access support across 8 service pathwaysYour 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 2024 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 2014. You can view our Privacy Statement here. For access and correction of the information we have collected, contact ******
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