Head of Delivery

Service Victoria is the one place to go for government services. It's our job to make things easy. Our customers give our services an overall 96% satisfaction score, and our app was the most downloaded in Australia for 2021.

The Service Victoria culture is dynamic and fast-paced, we're not what you'd expect from a government department. We work flexibly and remotely, using our workspaces in Footscray and Ballarat for onsite collaboration. We have a mature digital services platform of contemporary cloud-based infrastructure, technical architecture and scalable and reusable common capabilities, with real-time integration into agency legacy systems. We use a range of market-leading technology, such as AWS, Salesforce, , React, MuleSoft, Sitecore (.NET), HTML/CSS/JavaScript, and Java. From a Salesforce point of view, we use areas such as Service Cloud, Experience Cloud, Omni Studio and Public Sector Solution.

Service Victoria is an Administrative Office attached to the Department of Government Services (DGS). DGS was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government.

Service Victoria and DGS are bringing important day-to-day services together in one department to make things easy and seamless for Victorians and businesses.

We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

You can find out more about our Ministers, leadership and entities here.

Service Victoria upholds and demonstrates the values of the VPS and is the embodiment of VPS leadership. Service Victoria's values are adopted from the Public Administration Act 2004.

The Head of Delivery holds a key leadership position within Service Victoria and is accountable for the delivery of Service Victoria's portfolio of projects including oversight of the portfolio pipeline and effective governance controls and practices for effective management of programs and projects.

The Head of Delivery works under broad direction and is expected to influence, lead, and manage change; and take an active role in the implementation of Service Victoria's strategic direction and make balanced decisions using professional judgment.

This is a strategic leadership role tasked with overseeing the planning, development, and implementation of key IT programs aligned with the organisation's objectives.

This pivotal role involves leading the delivery team, driving innovation, and ensuring compliance with relevant standards and policies to enhance service delivery to the Victorian community.

Responsibilities include providing strategic direction, fostering high performance and diversity within teams, promoting a culture of continuous improvement and innovation, managing procurement and contract activities, and cultivating effective collaborative relationships with stakeholders.

The Head of Delivery is also responsible for developing and executing delivery strategies for complex projects, ensuring optimal resource management, scheduling, and quality assurance.

With a focus on providing expert advice and strong communication skills, this role is critical to driving successful program outcomes and delivering tangible benefits to Service Victoria's clients and customers.

1. Apply advanced specialist skills to lead the development and delivery of Service Victoria's program of works to meet the organisation's strategic business and technical drivers and to ensure compliance with relevant strategies, standards, policies and procedures.
2. Manage, lead and provide strategic directions to the delivery team comprising of Service Victoria staff and contracted resources, ensuring the team has the capacity and capability to achieve agreed program and project deliverables.
3. Provide professional leadership to foster and maintain high levels of staff engagement and accountability; encourage a diverse workforce and build a culture of high performance.
4. Lead, develop and implement innovative solutions to improve operational efficiencies, ensure organisational learning, develop organisational capability and deliver improved benefit to the Victorian Community.
5. Apply expert judgment and resource management expertise to lead the procurement, selection and management of contracted partners required to implement programs ensuring appropriate skills mix, knowledge transfer and value for money outcomes across the full program resource profile.
6. Apply highly developed communication, negotiation and influencing skills to establish and maintain effective relationships with key internal and external stakeholders including service providers, to ensure an effective team approach is adopted for business change initiatives.
7. Demonstrate expert knowledge and extensive industry experience in preparing delivery strategies for programs encompassing complex projects, ensuring effective management of resourcing, scheduling and quality as measured by Service Victoria clients and customers.
8. Provide specialist and highly influential advice to Service Victoria's Director Portfolio Delivery and other Service Victoria senior leaders, managers and staff in managing complex issues regarding the development and delivery of Service Victoria IT programs.

1. Demonstrated Experience in Strategic Program Development and Delivery: Proven track record of applying advanced specialist skills to lead the development and delivery of complex programs aligned with organisational strategic objectives.
2. Leadership and Team Management Skills: Extensive experience managing delivery teams comprising both internal and contracted resources.
3. Commitment to Service Victoria Leadership Expectations: Proven ability to encourage and maintain a diverse workforce while fostering an environment conducive to continuous improvement and innovation.
4. Innovation and Operational Efficiency: Track record of initiating, developing, and implementing innovative solutions to improve operational efficiencies and deliver enhanced benefits to stakeholders.
5. Expertise in Procurement and Contract Management: Demonstrated ability to ensure appropriate skills mix, knowledge transfer, and value for money outcomes across program resource profiles.
6. Stakeholder Engagement and Collaboration: Highly developed communication, negotiation, and influencing skills with a proven ability to establish and maintain effective collaborative relationships with key internal and external stakeholders.
7. Delivery Strategy and Quality Management: Extensive industry experience in preparing and executing delivery strategies for programs encompassing complex projects.
8. Expert Advisory Skills: Demonstrated ability to provide specialist advice to senior leadership, managers, and staff on complex issues related to IT program development and delivery and offer influential insights and recommendations based on deep expertise and understanding of organisational goals and challenges.

Mandatory requirements

• Bachelor's or Master's degree in a relevant field such as Business Administration, Information Technology, Project Management, or a related discipline.
• Minimum of 8-10 years of experience in a leadership role overseeing the development and delivery of complex programs, preferably within the public sector or a large organisation.
• Proven experience in strategic program development and delivery, including a track record of successfully aligning programs with organisational objectives and ensuring compliance with relevant standards and policies.
• Demonstrated leadership and team management skills, including experience leading delivery teams comprising both internal and contracted resources, with a focus on fostering high performance, diversity, and accountability.
• Excellent communication, negotiation, and influencing skills, with the ability to establish and maintain effective collaborative relationships with key stakeholders both internally and externally.
• Strong analytical and problem-solving skills, with the ability to provide expert advice and recommendations to senior leadership and stakeholders on complex IT program issues.

This position is only open to applicants with relevant rights to work in Australia.

How to apply:

Apply before the advertised closing date, all applications should include:

• a resume
• a cover letter which addresses the key selection criteria (within three pages)

Other relevant information:

Service Victoria actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including Aboriginal and Torres Strait Islander peoples and people with disabilities. All roles at Service Victoria can be worked flexibly, however it may differ from role to role.