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Service Delivery Manager
2 weeks ago
Exciting Opportunity
Client Services- Service Delivery Manager
The Service Delivery Manager will use the exceptional leadership skills to enable and drive their team to deliver the highest standard of service and care to clients and providers, while maintaining sustainable levels of productivity The Service Delivery Manager will support their teams to work in partnership with internal stakeholders (e.g. Quality Assurance, Human Resources, ICT) while building and monitoring the performance of systems, processes and internal expertise.
What skills and experience will you bring to us
• Deep knowledge and proven application of operational management disciplines
• Leader of leaders and experienced in leading large scale operational teams
• Ability to demonstrate achievement of results e.g., Business improvements, cost savings, revenue generation
• Proven ability to translate business strategy into day-to-day delivery
• Proven ability to analyse data sets to understand trends and devise appropriate actions
• Outstanding planning and organisational skills with a proven ability to adjust quickly to shifting priorities,
multiple demands, and rapid change
• Acute business acumen and understanding of organizational issues and challenges
• Strong communication, leadership, and organizational skills
• Proven stakeholder management skills and ability to clearly articulate messages to a variety of audiences
• Agile and able to adapt to change priorities in a constantly evolving environment
• Strong collaborative problem-solving skills
• Demonstrates financial awareness and commercial acumen
• Demonstrates the ability to establish effective business relationships with internal and external partners
A successful candidate will-
• Proactive and accurate application of Operational Management Disciplines to make sound operational decisions to
• ensure that resources are scheduled and managed within budget
• Demonstrate effective operational thought leadership by recommending actions to mitigate service level risks and drive cost efficiencies.
• Develop and monitor team performance measures, monitor and design remedial strategies as appropriate
• Ensure shrinkage guidelines are adhered to and provide feedback and coaching to Team Managers when guidelines are not being followed to achieve sustainable and
efficient staffing levels, i.e., staffing budgets are met
• Identify and assist the Business Improvement Manager to implement process improvements.
• Promote service improvements by actively participating in committees to improve workflow processes and develop consistency across all teams.
• Actively participate and support system improvement projects in line with strategic objectives
• Instill a continuous improvement mindset through teams and encourage individuals to raise suggestions on how to improve processes leading to an improved client
experience and efficiency
• Create an environment in which people love to work, evidenced by meeting Engagement survey result target; Engagement action planning occurs on a regular basis and
staff members are given a voice and input into action plans
• Actively coach direct reports on operational disciplines to enable achievement of KPIs
• Role model leadership behaviours and set a positive example for others to follow
• Ensure absenteeism is below industry benchmark
• In partnership with our internal recruitment teams work together to attract the very best external talent and ensure that succession planning is in place to ensure that key
roles are filled, and individual talent is recognised
• Provide regular performance feedback and support team members professional development plans
• Ensure Team Managers are completing monthly, value add one-on-ones with all team members and issues are being captured and acted on
• Define and implement a well-defined Communication and Engagement model to ensure that all teams understand the performance of the business and they needs of their own business unit
What do we offer
• Modern office with high rise CBD views
• Free onsite well-equipped gym- including showers and wellness center
• Corporate discount CBD 4 Star hotel accommodation
• Company events- Awards night, cultural celebrations, MPMG achievements
• Training- 6 weeks core knowledge and ongoing
• Flexibility to work from home 1 day per week- Great work life balance
• Corporate career opportunities
• Great culture and support
My Plan Manager embraces equal opportunity and promotes diversity. We encourage Aboriginal & Torres Strait Islander people, people of all backgrounds, ages, sexual orientation, and people with a disability to apply.
If you would like the opportunity to grow your career, then please click the 'Apply Now' button.
Please note - screening and interviews may commence prior to closing date.
