Senior Service Delivery Analyst

2 weeks ago

Brisbane, Queensland, Australia Department of Transport and Main Roads Full time $60,000 - $90,000 per year

The HR Operations team within the Department of Customer Services, Open Data and Small and Family Business provides end of pay run processing and supports Payroll Teams. As a key member of the team, you will be responsible for process improvement, service delivery management, business process analysis and stakeholder communication, relationship management.

Process Improvement

  • Responsible for the development of service evaluation processes in Payroll Services with a view to increase efficiency, effectiveness, and customer satisfaction.
  • Collaborate across numerous teams to implement best practices and innovative solutions for service optimisation.
  • Identify automation opportunities to streamline routine tasks and improve service delivery speed.

Service Delivery Management

  • Provide technical expertise in the end-to-end service delivery process in Payroll Services to ensure adherence to SLAs and quality standards.
  • Monitor service performance metrics and KPIs, identifying trends, patterns, and areas requiring improvement.
  • Contribute to the development of all Payroll Services planning and scheduled for activities incorporating BAU and non-standard service delivery activities.

Business Process Analysis

  • Responsible for the analysis of service delivery issues in consultation with the payroll managers and team leaders, system support and business improvement teams for the development of quality business process documentation for the purpose of process improvement and technical training.
  • Participate in incident response efforts, coordinating with payroll and technical teams to diagnose, escalate, and resolve critical service issues.
  • Conduct post-incident reviews to identify root causes and implement preventive measures.

Stakeholder Communication And Relationship Management

  • Maintain clear and open communication with clients, stakeholders and internal teams regarding improvements and potential risks and build and maintain strong relationships with clients, ensuring a deep understanding of their needs and expectations.
  • This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the Core Agreement conditions apply to this position.

**Applcations to remain current for 12 months.

Job Ad Reference: QLD/658058/25

Closing Date: Monday, 16 September 2025
Occupational group**
Administration

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