Service Delivery Specialist

**What’s the role?**

As a Service Delivery Specialist, you are responsible for change management, delivery of Change, Campaigns and initiatives across the News contact centre. You will ensure Team Leaders and Customer Service Representatives feel informed, ready and capable for change releases.

Staying close to change sentiment, resistance and adoption, creating mitigation plans when needed to support successful outcomes. You will be the change driver of initiatives that deliver efficiencies, experience improvements or business value to stakeholders across cross functional teams.

+ Develop and implement change management plans to drive adoption of new initiatives, including change impact and gap analysis assessments.

+ Support stakeholder management and engagement plans.

+ Build awareness, engagement, knowledge and capability for change.

+ Plan training, communication, quality and workforce scheduling with leads for seamless execution.

+ Facilitate workshops, coaching and training sessions.

+ Assess capability, performance and adoption post training.

+ Be the SME on pilots, finding continuous improvement opportunities and identifying risks in order to make recommendations.

+ Balance customer, business and cross functional prioritisation goals and adapt to changing requirements.

**Who are you?**

+ Experienced in managing change across large teams

+ Excellent stakeholder management and communication skills

+ Change or project management qualification and experience e.g. PROSCI or ADKAR

+ Comfortable with working alongside technical teams

+ Experienced in creating communication and learning material

+ Familiarity with contact centre technology, omnichannel support and customer service experience highly desirable

**News Benefits**

News Benefits is our way of saying thank you to our people for their valued contribution to News, our audiences, clients and communities. Thanking them for the great things they do daily, for the greater good of Australia. Our benefits include:
+ **Exclusively ours** - Access to publications and products from across the News Corp family

+ **Health & wellbeing** - Advice, support and facilities for healthy minds and bodies (including an onsite gym at our Adelaide, Brisbane & Sydney offices)

+ **Time off** - News offers a range of leave options to support your personal needs and moments that matter in life: Parental leave, Birthday leave, Volunteer leave, Career break and Compassionate leave.

+ **Helping you grow** - Development opportunities (including diversity and inclusion - focused education series) and recognition

+ **Financial wellbeing** - Support on making the most of your money

+ **Perks & discounts** - Exclusive offers across a range of products and services

+ **Giving back** - Make a difference to our communities.

+ **Workplace Inclusion and facilities** - Engage with your passions through various employee-resource groups and accessibility to multi-faith quiet rooms & parents’ rooms

**Who are we?**

We are proud to be Australia’s most impactful media group, we’re even prouder of what we stand for: Together, we inform, advocate and inspire all Australians, for a better Australia.

With over 150 brands across news, sport and lifestyle, backed by a team of more than 5,000 dedicated people across the country, News Corp Australia is trusted by over 17 million Australians a month to provide the information and inspiration they seek across multiple digital, video, audio and print platforms.

Renowned for world-class journalism and marketing services nationally and internationally, we are passionate, creative and dynamic. We offer a fast-paced environment that encourages individuals to take control of their future and challenge themselves in ever-changing fields.

**What’s next?**

**Our Commitment to Diversity, Equity and Inclusion** _We know that diversity strengthens our teams and newsrooms as we seek to tell stories that represent the diverse communities of Australia that we serve. Our people make us unique and we all have a story. We encourage people of all ages, backgrounds, races, cultures, religions, sexual orientations, abilities and gender identities to apply. Inclusion is important to us and we want everyone at News to bring their whole-selves to work. If you require any accommodations or adjustments throughout the recruitment process, or would like to outline which pronouns you prefer, please feel free to let us know._

**Category**:
State & Community Mastheads

We are proud to be Australia’s most impactful media group, we’re even prouder of what we stand for: Together, we inform, advocate and inspire all Australians, for a better Australia.

With over 150 brands across news, sport and lifestyle, backed by a team of more than 5,000 dedicated people across the country, News Corp Australia is trusted by over 17 million Australians a month to provide the information and inspiration they seek across multiple digital, video, audio and print platform