Service Delivery Manager

1 day ago

Melbourne City Centre, Australia Department of Government Services Full time

**About us**

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring 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.

**About the role**

The Service Delivery Manager ensures that services are delivered efficiently and meet customer expectations. Their role is both technical and administrative, focusing on maintaining strong client relationships and optimising service operations. Will be responsible for leading the delivery of support services, ensuring efficient resolution of technical issues, proactive management of major incidents, and comprehensive service delivery reporting. This role oversees the administration of systems, processes, and coordination with stakeholders and ensuring compliance with standards.

The current technology landscape includes SAP SuccessFactors, ServiceNow, and Oracle, with scope for expansion as additional platforms are onboarded. The Service Delivery Manager will play a key role in optimising service operations, driving continuous improvement, and ensuring seamless support for evolving technology environments.

**About you**

To be considered for the role, you must be able to demonstrate:

- Experience resolving L2 and L3 support cases, managing recovery efforts, customer communication, and case documentation. Provide regular service delivery insights and analytics to support performance reviews and continuous improvement.
- Maintaining high-quality operational documentation, including procedures, FAQs, training materials, and workbooks, ensuring accessibility and usability for teams and stakeholders.
- Proactively identifying and resolving service delivery challenges, leveraging problem management processes to enhance platform reliability, prevent recurring issues, and inform leadership on strategic improvements.

For specific responsibilities please review the attached position description. This position is only open to applicants with relevant rights to work in Australia.

**How to apply**
- a resume; and
- a cover letter which addresses the key selection criteria (within three pages)

**Other relevant information**

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which **strongly recommends** all DGS employees be fully vaccinated.

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

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