Principal Service Coordinator, Technology Services

Location: Melbourne | CBD

Job type: Full time

Organisation: Department of Health

**Salary**: $127,467 - $170,579

Occupation: Administration/Secretarial

Reference: VG/1691873

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As part of a wider “shared service” operation between the two departments, the Principal Service Coordinator, will be required to manage and coordinate:

- customer issues impacting the departments' clients and investigate and lead projects that enhance service delivery
- the daily, weekly, monthly and annual reporting and analysis of service delivery performance
- oversight of workspace support activities, by supporting and collaborating with the Manager, Workspace Support

You will be required to work at an operational level, to improve the quality of our processing, customer service, and governance in order to ensure accurate and timely delivery of services.

The work is fast paced and would suit an individual who is able to lead by example in achieving results whilst responding to a rapidly changing environment.

**Key Accountabilities**:

- Monitor the performance of service areas and make recommendations on the prioritisation of service requests and resourcing. Including forecasting future workload demands and working with other areas of the CCSB to meet to service demands.
- Support the Service Delivery Manager and the CCSB Executive Team by maintaining an understanding of customer issues impacting the departments' clients and investigate, undertake problem management, service reviews and lead critical projects that develop and review policies, professional standards and operating practices that enhance service delivery.
- Manage and coordinate weekly, monthly, and annual reporting with key stakeholders and service delivery managers, including Business as Usual (BAU) metrics, Service Level Agreements (SLA), Key Performance indicators (KPIs), service volume information, 13-month trends and assessment against targets.
- Manage the triage and balanced allocation of workload to team resources to achieve service delivery goals and expectations. Model behaviours and patterns in ticket management integral to continual improvement in service delivery.
- Act as a key point of escalation for service issues, including capability to shape, promote and maintain productive relationships across CCSB service areas and with different customer groups by considering wider business contexts and consider all options on how to resolve issues. Identify recurring problems and prevent future recurrence by integrating solutions into work process.
- Collaborate with Service Delivery Managers and other service coordination roles, by working closely with the Service Management Unit on the development of best practice service management processes, including metrics, reporting and service improvement strategies for your service area.
- Shape, promote and maintain productive relationships and partnerships across and beyond the organisation, including representing the department on key committees and bodies concerned with achieving government and departmental objectives.
- Provide timely expert advice and develop open and effective communication strategies including collection of highly complex, contentious, or sensitive information on matters of staff or business.
- Keep accurate and complete records of your work activities in accordance with legislative requirements and the department's records, information security and privacy policies and requirements.
- Take reasonable care for your own health and safety and for that of others in the workplace by working in accordance with legislative requirements and the department's occupational health and safety (OHS) policies and procedures.
- Demonstrate how the actions and outcomes of this role and work unit impact clients and the department's ability to deliver, or facilitate the delivery of, effective support and services.

**Mandatory Vaccination Policy**

**HOW TO APPLY**:
For this position, you are not required to address each of the key selection criteria in a separate written document.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.