Agency Service Delivery Manager

About us

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

About the role

The Agency Service Delivery Manager will deliver a quality support experience for our Victorian agency partners through the provision of operational support and delivering process improvement. The role will also undertake a key role in the delivery of major projects important to all Victorians and will be able to implement improvement opportunities to streamline business systems and associated IT services across the organisation.

You will have the opportunity to develop a common set of processes across various agency partners to develop a standardized service delivery model. Collaborating with internal and external stakeholders and internal software development and engineering teams, you will ensure end to end resolution of agency issues.

This challenging and exciting role will demand your exceptional communication and stakeholder management skills, whilst your genuine passion for providing the best customer support and improving processes and ways of working continuously will be favourably regarded.

About you

To be considered for the role, you must be able to demonstrate:

• Provides expert advice on service delivery, in line with the defined ITSM practises, for our agency partners.
• Makes agencies and their needs a primary focus for maintaining satisfaction and creates a climate of service excellence by improving existing processes.
• Demonstrated experience in the development and improvement of customer facing managed services processes.
• Responsible for conducting regular operational meetings and providing agency related comms for issues impacting agency's transactions including periodic transaction reports, agency release notes and post incident documentation.
• High levels of emotional intelligence, communication and presentation skills.
• Focuses on understanding our agency partners' issues and influencing their views
• Identifies and responds to stakeholder's underlying needs, and where necessary, modifying own views and style accordingly.
• High level of expertise in IT Service Management practises and developing ITSM procedures and frameworks.
• Proactively recognises actual and potential barriers and finds effective ways to deal with them.
• Sets clearly defined objectives and priorities and operates accordingly, reviewing and adjusting as required balancing competing priorities.

Mandatory requirements

• Extensive experience and understanding of Service Management principles and practices.
• Extensive experience in a client facing service delivery role within a technical, consulting or managed IT services environment.
• Strong stakeholder management experience.

Desirable requirements

• Relevant tertiary qualifications in Information Technology, Business Management, or similar.
• ITIL V4 certification preferred.
• Sound knowledge of SaaS and Cloud technologies, DevSecOps and agile software development processes.

Key accountabilities

• Accountable for ensuring end to end resolution of agencies support issues, providing excellent customer service to agencies and for overall agency satisfaction with operational support.
• Responsible for conducting regular operational meetings and providing agency related comms for issues impacting agency's transactions including periodic transaction reports, agency release notes and post incident documentation.
• Ensure continuous improvements and employ CSI techniques to improve delivery quality and standardization of agency support processes, templates and work instructions across various agencies.
• Ensure all operational documentation - Operating Agreements, governance meeting documentation (agenda, minutes, action logs) and agency reports are well documented, up to date and well maintained.
• Work together with agency stakeholders and Service Vic teams to ensure resolution of agency related problems impacting Service Victoria platform and transactions, linked to volumetrics with transaction ramp ups.

For specific responsibilities please review the attached position description.

This position is only open to applicants with relevant rights to work in Australia.

How to apply

Apply before the advertised closing date 11:59pm on 29th September. All applications should include:

• a resume; and
• a cover letter which addresses the key selection criteria (within three pages)

Other relevant information

The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which strongly recommends all DGS employees be fully vaccinated.

Preferred candidates will be required to complete a Pre-employment Declaration and Consent Form. Employment of successful candidates will be subject to a National Police Check.

DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.