Service Delivery Manager

1 week 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 successful candidate will have a proven record of managing teams to deliver organisational goals, whilst building a high-performance service delivery culture.

Key Responsibilities

  • Contribute to 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 call centre, email, and face-to-face customer services, records management, travel, publishing, and library functions. We enable Defence personnel to achieve their mission through delivery of a broad range of key corporate services and support to current and ex-serving Defence members, civilian, and contracted employees with a focus on high-quality customer service standards.

What You'll Need

  • 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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