▷ [28/9/2025] Service Delivery Lead

Location: Melbourne - CBD and Inner Metro suburbs

Reference: VG/RS1718DR

Join CSV Digital providing a range of IT services across the Courts Group

Use your specialist knowledge to develop, lead and manage a multi-functional team to effectively and efficiently deliver a range of operational, production and customer service deliverables related to transcript and recording for the Victorian Courts. Melbourne CBD/hybrid, VPS5, 12-months fixed term, full-time

About Us

Court Services Victoria provides corporate services and facilities to support the performance of the judicial, quasi-judicial and administrative functions of Victoria/'s courts and tribunal, Judicial College and Judicial Commission.

Collectively, Victoria/'s Supreme, County, Magistrates/', Children/'s, and Coroners courts, the Victorian Civil and Administrative Tribunal (VCAT), the Judicial College of Victoria, the Judicial Commission of Victoria, and Court Services Victoria (CSV) are referred to as the ‘Courts Group/'.

Our people enable the Courts Group to deliver on each jurisdiction/'s own strategic priorities while also pursuing strategic opportunities that are interconnected and deliver benefits more broadly.

CSV Digital provides a comprehensive range of IT services including mobility, network services, software support, court services support, in-court technologies, IT vendor management, business analysis, procurement, transcription services, telephony and communications support. In its ‘day to day/' operations the function will aim to ensure courts are properly supported in their day-to-day work and service to the community.

About the Role

The Service Delivery Manager is responsible for managing the production and delivery of the full range of transcript products and services including transcript, contractor management, and customer service delivery. In this role the Service Delivery Manager provides leadership and direction and oversees the activities of the team to ensure that the production of transcripts meets the jurisdictional service level obligations.

The Service Delivery Manager works closely with the external contractors and manages regular review meetings with them and the Jurisdictions to provide updates on services and to ensure compliance with CSV Service Level Agreements (SLAs). The Service Delivery Manager directs the team leaders in the scheduling and output of work and assesses the performance of the team against the agreed Division goals and plans. The Service Delivery Manager manages and guides the Team Leaders in Human Resource activities, such as performance evaluations, leave allocations and entitlements.

Key responsibilities include:

- Using specialist knowledge to develop, lead and manage a multi-functional team to effectively and efficiently deliver a range of operational, production and customer services deliverables.
- Overseeing the ongoing review and implementation of policies and processes across the transcript and recording production environment that supports effective performance management, staff development, and efficient resource management.
- Proactively building and maintaining productive relationships with key internal and external stakeholders to foster a partnership approach on recording and transcription service delivery.
- Establishing consistent use and training of business tools/systems and other efficiencies to eliminate any possible duplication in the production and distribution of transcript, databases, and associated records management.
- Managing the relationship and communications with the external service providers contractors to ensure recordings and transcripts are delivered and comply with the contractual requirements.
- Leading the Team Leaders in regular coaching sessions, team meetings, continuous improvement activities, best practice, and HR performance discussions with their teams to ensure SLAs are being met.
- Managing the daily allocations of the overflow recording and transcription work to the external contractors.

About You

- A relevant qualification or equivalent experience is desirable.
- Demonstrable knowledge and experience of transcript production, court proceedings and audio recordings.
- Demonstrated experience in managing a large team in a complex service delivery environment.
- Budget & financial experience.
- Strong interpersonal and communication skills.

How to apply

Click the ‘Apply Now/' button, ensuring you include the following in your application:

- resume
- a short cover letter

Other information

CSV is the employer of staff at Courts Group. CSV has a firm commitment through its Koori Employment Plan to increase participation of Aboriginal and Torres Strait Islander people across our workforce.

We value the unique backgrounds, experiences, and contributions that each person brings to our community and encourage and celebrate diversity. Those from the LGBTQIA+ community, women, people of all ages, with disabilities, culturally and linguistically diverse people, and those who are neurodiverse, are encouraged to apply.

We aim to create a workforce that reflects the community in which we live.

If you require adjustments to the recruitment and selection process or require an alternative format to any of the application material, please don/'t hesitate to email the contact person listed in the advertisement.

CSV conduct pre-employment checks, including reference checks, police checks and misconduct screening. These checks are handled confidentially, with care and are a standard part of our hiring process to ensure the right fit for both candidates and Court Services Victoria.

Applications close Thursday 2 October 2025 at 11.59pm

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