Service Delivery Manager

2 months ago

Hobart, Tasmania, Australia Australian Government Department of Defence Full time

About the Role

A Service Delivery Manager plays a key role in managing people, performance, and service quality delivered by customer service teams in a service delivery environment. The manager monitors performance output to identify and drive continuous improvement in customer service for individuals and their team.

Key Responsibilities

  • Contribute to and drive an integrated service delivery culture that supports innovation;
  • Maintain close working relationships with other service delivery and support areas to proactively manage operational challenges;
  • Apply fair and consistent people and performance management;
  • Develop and cross-skill people in support of resource planning and learning;
  • Keep up to date with business developments and new products;
  • Support the executive team by highlighting operational risks and areas for improvement;
  • Deliver measurable results that directly improve our people's performance.

About Our Team

The Directorate of Customer Access Management (DCAM) is part of the Defence Customer Service Network (CSN), comprising corporate services and support to Defence personnel, civilian and contracted employees. We enable Defence personnel to achieve their mission through delivery of key corporate services and support, with a focus on high-quality customer service standards.

Our Ideal Candidate

The successful candidate will have a proven record of managing teams to deliver organisational goals, while building a high-performance service delivery culture. To be successful in this role, you will have:

  • Demonstrated experience in team management in a customer service or service delivery environment;
  • Demonstrated experience in positively influencing the delivery of organisational change;
  • Demonstrated ability to think critically, identify issues, and deliver continuous improvement activities aligned to strategic intent;
  • Highly developed communication, organisational, and negotiation skills;
  • Exceptional stakeholder engagement and liaison skills;
  • Experience in working collaboratively across large and dispersed teams.

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