Service Delivery Manager

5 months ago

Hobart, Australia Australian Government Department of Defence Full time


The Role
A Service Delivery Manager (SDM) plays a proactive role in managing people, performance and service quality delivered by customer service teams in a service delivery environment. The SDM monitors performance output to identify and drive continuous improvement in customer service for individuals and their team. 

The SDM supports contact centre teams to build capability, drive quality of work through coaching and feedback, and effectively contribute to all customer contact channels. To be successful in this role, you will be an enthusiastic and strong communicator with significant experience managing staff within a dynamic contact centre or service delivery environment. 

The SDM works as part of a national team by:

Contributing and driving an integrated service delivery culture that supports innovation; Maintaining close working relationships with other service delivery and support areas to proactively manage operational challenges; Applying fair and consistent people and performance management; Developing and cross-skilling of people in support of resource planning and learning; Keeping up to date with business developments and new products; Supporting the executive team by highlighting operational risks and areas for improvement; Delivering measurable results that directly improve our people’s performance.
With over 16,000 civilians employed across Australia, Defence offers dynamic public service careers across our diverse and unique internal groups and agencies.

About our Team
The Directorate of Customer Access Management (DCAM) is part of the Defence Customer Service Network (CSN), comprising call centre (1800DEFENCE), email and face-to-face customer services, records management, travel, publishing and library functions. 

We enable Defence personnel to achieve their mission through delivery of a broad range of key corporate services and support to current and ex-serving Defence members, civilian and contracted employees with a focus on high quality customer service standards. We are a dynamic Directorate, which is constantly improving the way we work in order to improve the customer experience. We value our people and strive for a positive working culture in which we all demonstrate Leadership Behaviours. We are committed to ongoing learning, and will invest in your training and development to ensure your work with us is rewarding, both personally and professionally.

This position leads the 1800DEFENCE Service Delivery team based in our Hobart Contact Centre. The team comprises of approx. 20 service delivery officers supporting the operational hours of 1800DEFENCE and secondary channels in the network. As a flexible work environment, the SDM is responsible to balance and manage working arrangements within the team whilst working closely with our sister location in Cooma NSW to ensure consistency and transparency of support and management to our teams.

Our Ideal Candidate
 The successful candidate will have a proven record of managing teams to deliver organisational goals, whilst building a high-performance service delivery culture. 

To be successful in this role, you will have:

Demonstrated experience in team management in a customer service or service delivery environment; Demonstrated experience in positively influencing the delivery of organisational change;  Demonstrated ability to think critically, identify issues and deliver continuous improvement activities aligned to strategic intent; Highly developed communication, organisational and negotiation skills; Exceptional stakeholder engagement and liaison skills; Experience in working collaboratively across large and dispersed teams. This role is ideal for energetic and motivated leaders with experience in managing the delivery of quality customer focused outcomes.

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