Principal Service Delivery Officer

**Your role

Support the Manager Service Delivery Partnerships in establishing and implementing relevant frameworks related to provider partnerships

Deliver a range of provider partnership projects and activities to enable NIISQ agency's strong partnership approach with external service providers

Provide high level advice to internal and external stakeholders on all aspects of service partnerships to encourage innovative practices and support the delivery of NIISQ strategic objectives

Undertake activities to attract, register, on-board and retain service providers across each service group as required by the National Injury Insurance Scheme (Queensland) Act 2016 and Regulation

Manage operational and day to day issues relating to service delivery by working collaboratively with all key stakeholders to ensure high quality service outcomes

Work with the Manager Service Delivery Partnerships to gain insights on business needs, monitor local and national developments in the industry, and maintain high quality service outcomes

Lead and supervise the monitoring and review of providers in accordance with NIISQ legislation, relevant agency policies and procedures to ensure provider appropriateness

Lead the collection of data and information to support Executive Reporting requirements for each service group

Undertake planning and implementation in collaboration with other NIISQ colleagues and in consultation with providers through service group forums, conduct training and development for service providers, and other relevant activities

Develop and maintain knowledge of providers within the service groups to ensure the Participant Care team is provided with quality provider information that results in quality matches between participants and providers

Manage and investigate complaints relating to service provision in accordance with the relevant NIISQ policies and procedures

Contribute to the development of policy, procedures and templates, including the development of provider training materials

Undertake analysis of trends to identify key opportunities to drive continuous improvement and value for spend

Other appropriate duties as directed or negotiated, commensurate with the role

About you

To be successful in this role you will demonstrate a strong commitment to shared values, and a broad skillset that includes:

Applied, expert knowledge and understanding of service provider partnership and monitoring principles and processes relevant to the NIISQ, including the ability to drive continuous improvement

Strong and proven expertise in managing service providers in accordance with the Queensland Government and NIISQ frameworks, policies, procedures and the National Injury Insurance Scheme (Queensland) Act 2016 and Regulation

High level communication and advisory skills and a record of success in negotiating and influencing service provider outcomes with internal and external stakeholders, to provide innovative solutions

High level project management and organisational skills and the ability to lead within a dynamic environment, including a collaborative, autonomous, flexible and agile working style and approach

Well developed, proven skills in investigating and sensitively dealing with confronting and complex issues and facilitating effective solutions, including identifying and responding quickly, flexibly and effectively to issues of client and organisational risk

Well developed, proven skills in strategic monitoring of service providers and sector including NIISQ data and industry trend analysis to inform proactive responses

Strong commitment and alignment with NIISQ Agency purpose, guiding principles and values

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