Real Time Service Delivery Lead

Help shape the future as a Real Time Service Delivery Lead.Join the largest general insurance group in Australia and Aotearoa New Zealand. We're a top-tier ASX-listed company helping to make the world a safer place through creating a stronger and more resilient business and enabling our portfolio of iconic insurance brands.Your Role  We're seeking a resilient and strategic leader to oversee real-time service delivery across our contact centre operations. This is a high-impact, fast-paced role where your decisions directly influence customer outcomes, operational efficiency, and workforce effectiveness.As the Lead for Real-Time Service Delivery & Workforce Planning, your role is pivotal in ensuring the efficient and effective delivery of real-time services across our contact centre operations. You'll play a key part in supporting IAG's customer-centric culture and strategic initiatives by forecasting demand, optimising staffing, and maintaining service excellence through bespoke workforce management tooling.You'll oversee service delivery performance, ensuring consistent adherence to SLAs and quality standards. This includes managing and resolving incidents in real time, using data insights to inform decisions and drive continuous improvement. Your ability to respond quickly and effectively in a high-pressure environment will be critical to minimising customer impact and maintaining operational stability.Collaboration is central to this role - you'll work cross-functionally to align service delivery with broader business goals, while building strong relationships with internal and external stakeholders. You'll also lead training and development initiatives to build team capability, resilience, and accountability, ensuring your team is equipped to thrive in a fast-paced, evolving environment.  This is a permanent role, and we welcome applicants from anywhere in Australia.About You  Relevant qualifications in service delivery management, workforce planning, or a related field.Expertise in real-time service delivery, incident management, performance monitoring, and workforce planning. Experience with Verint WFM or similar tools is highly desirable.Proven experience leading and developing high-performing teams of 10-20 people in a contact centre environment.Strong analytical skills and ability to leverage data for decision-making and forecasting.Demonstrated experience managing complex service delivery projects and leading process improvements.Ability to thrive in a high-pressure, fast-paced environment and make quick, informed decisions.Applications close Wednesday 15 October 2025, 23:59pm AEDT.     Joining IAG, you'll have access to a raft of benefits from across the Group:  Boosted superannuation with 13% as standard   Up to 50% off personal insurance, including home and motor insurance   5 myLeave days per year on top of annual leave  Work from home and many more flexibility options with myFlex    Industry-leading 20 weeks paid parental leave, available from the day you start, for both primary and secondary carers  Dedicated career growth programs, including the award-winning IAG Academy   Award-winning recognition and reward program  *employment type eligibility criteria apply   ABOUT US​  As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That's not just words. It's our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.  We're ready for you. Apply today. Learn more about oopener\>who IAG is here.