Service Delivery Manager

3 days ago

Melbourne, Australia Metro Trains Melbourne Full time

**Location**: Melbourne, VIC, AU

**Company**:metrotrain

**About Metro Trains Australia (MTA)**
Metro Trains Australia is a consortium of rail and construction businesses. We go beyond just operating a rail network; we are a committed community partner in enhancing the liveable and connected Australia. We shape and invest in communities through innovative solutions for an improved customer experience, a digital future, and new opportunities in education, training, and job creation. We remain committed to advancing the scope and performance of transport in Australia.
The Rail Industry Worker (RIW) Program provides a single online competency management system for Australian rail workers, designed to establish a cohesive, national approach to competency management, allowing access and portability for rail workers across each state network. In addition, it is designed to meet regulatory requirements and complies with national rail safety law.

**Why work for Metro Trains Australia?**
- Lead an outsourced Service Desk function
- Partner with a variety of Australian rail operators and businesses in managing the competencies of the transient rail workers within the RIW participating network
- MTA supports work/life balance with opportunities to work from home as agreed with your line manager, aligned with achieving required business outcomes and MTA's flexible work policy

**The Position**
The Service Delivery Manager oversees vital business support functions within the Rail Industry Worker (RIW) Program to ensure high-quality customer service to participants. The primary focus of this role is to ensure that the Service Desk provides support, including business services, scripts, escalations and performing all activities within established KPI's and are optimal in exceeding the customer's expectations. There is a high reliance within this role on providing support to the team with someone who knows ASQA requirements and their competency attributes.

**Responsibilities**
A snapshot of duties and responsibilities include:

- Manage the outsourced dedicated Competency Verification and Medicals Team to ensure documents are verified/assessed to meet established business rules
- Manage the outsourced dedicated Customer Service Team to ensure ticket, service request, and call responses are of a high standard
- Provide support to the outsourced service desk to ensure that all escalations are closed out and dealt with in a timely manner
- Work closely with internal leads to ensure consistency across the RIW team regarding the quality of service, priorities and expectation management
- Provide service management support to additional key service providers of the RIW program

**Requirements**:
Furthermore, they will have expertise with:

- Business process development and management
- Project management
- Quality assurance activities
- Service delivery to predefined KPI’s and SLA’s

This is a fantastic opportunity to build on the career you've developed to date and take it to the next level by making a tangible impact that matters.

If what you’ve read resonates with your values, experience and career aspiration then we want to hear from you

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