Operations Manager

Work Type: Ongoing - Full-time

Salary: $138,631 - $162,076

Grade: VPS 6

Occupation: Customer service

Location: Grampians - Ballarat

Reference: VG/1876192

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

Reporting to the General Manager IDSC, and supported by the Operations Manager IDSC (VPS6), the Operations Manager WoVG Contact Centre is responsible for delivery of the core operations of the WoVG Contact Centre and contributes to the business plan by ensuring the WoVG Contact Centre operates efficiently and effectively.

The Operations Manager will work closely with other senior managers and team leaders to promote an operational understanding required for the WoVG Contact Centre's current and future success.

It is expected that the Operations Manager will hold detailed knowledge of relevant regulatory frameworks, be experienced in applying sound workforce management principles and possess the capability required to lead and mentor team leaders.

About you

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

• Leadership - Communicates vision, sets clear strategic direction for their team and delivers strong management support and advice.
• Resource Management - Develops and manages complex budgets, implementing effective resource control measures and negotiation at senior level to secure resources needed for program or project.
• Problem Solving - Addresses complex organisational problems through development of far-reaching strategic approaches and responses, assessing multiple variables and consulting widely to broker solutions and encourage joint ownership.
• Service Excellence - Conceptualises and implements strategic, organisational service delivery frameworks and plans, addressing systemic issues effectively and providing and meeting the long-term needs of stakeholders.
• Written Communication - Develop business plans, policy framework, program development documents, and briefs on highly complex issues for senior management demonstrating a high level of knowledge and expertise in the program area and providing expert analysis.
• Planning and Organising - Undertakes strategic, business, major project and complex service delivery planning determining approaches to be taken and delegating effectively to ensure achievement of business objectives
• Change Management – Develop strategic change management initiatives based on organisational needs, trends and developments, assessing opportunities and obstacles, identifying and addressing stakeholder issues in order to build commitment, and ensures the work area is primed to quickly and effectively move on change imperatives
• Stakeholder Management – Creates effective structures to manage stakeholders, and negotiates with and influences diverse stakeholder groups on highly complex issues in order to secure long term gains for the area and/or stakeholders

Technical expertise

• Demonstrated capacity to manage a diverse government service centre.
• Demonstrated capacity to develop a thorough working knowledge of legislation.

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 Thursday, 11 September 2025. 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.

Applications close Thursday 11 September 2025 at 11.59pm

Posted

28 August 2025