Service Delivery Manager

Position Title: Service Delivery Manager VPS6.1 Work Location: Ballarat | Footscray |Hybrid work may be available Employment Type: Full time Tenure: 24 months Salary Range: $129,379- $151,259 + 10.5% Superannuation
Job Details
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Department: Service Victoria
Work Type: Fixed term - full time
Job Function: IT and Telecommunications
Classification: VPSG6
Work Location: VIC - various
Reference: VG/1706314SM
Closing Date: 26-Mar-2023
Salary Range: $129,379 - $173,138
Job Duration: N/A
Attachments: PD - Service Delivery Manager(Technology).pdf (PDF, 197KB)


Position Details

About us

Service Victoria is the one place to go for government services. We deliver modern government services designed around people's needs.  So far we've delivered more than a billion transactions, including for QR code check-ins, car registration payments, ambulance subscriptions, vouchers and cashbacks to help reduce the cost of living, and more.


A Service Delivery Manager is responsible for managing the delivery of services to clients or customers, ensuring that service level agreements are met and customer satisfaction is maintained. The role involves managing the entire service delivery process, from the initial agreement through to ongoing service management and improvement.

Key responsibilities of a Service Delivery Manager include:

  1. Managing the delivery of services to clients or customers, ensuring that service level agreements are met and customer satisfaction is maintained.

  2. Developing and maintaining strong relationships with clients or customers, acting as a point of contact for any service-related issues or queries.

  3. Coordinating the delivery of services across multiple teams or departments, ensuring that all parties are working together effectively.

  4. Developing and implementing service delivery processes and procedures to ensure consistency and efficiency.

  5. Conducting regular reviews of service delivery performance, identifying areas for improvement and implementing changes where necessary.

  6. Managing service delivery budgets, ensuring that costs are kept under control and that resources are used effectively.

  7. Working with internal teams to identify and implement new services or service improvements.

  8. Managing service delivery risks and issues, and developing contingency plans where necessary.

  9. Providing regular reports to senior management on service delivery performance, highlighting areas of concern and making recommendations for improvement.

To be successful in this role, a Service Delivery Manager should have excellent communication and interpersonal skills, strong project management and problem-solving skills, and a deep understanding of service delivery processes and procedures. A degree or certification in a related field may also be beneficial.

 Additional information
  •  Preferred applicants may be asked to provide evidence of their qualifications.
  • Applicants must be an Australian Citizen, Permanent Resident or hold a valid work visa.
  • Successful applicants will be required to provide proof of identity and submit a national police records check.
  • Recipients of Victorian Public Service (VPS) voluntary departure packages should note that re-employment restrictions apply.
  • Non-VPS applicants will be subject to a probation period.
  • All staff must comply with the Code of Conduct for Victorian Public Sector Employees.
  • Terms and conditions for department employees are subject to the Victorian Public Service Enterprise Agreement 2020.
  • Applicants must be vaccinated to the Australian Technical Advisory Group on Immunisation (ATAGI) standard – minimum three vaccinations

How to apply

All applications should include a resume, and a cover letter addressing the key selection criteria, unless stated otherwise. Please apply before the advertised closing date via the website.

Applications close midnight, Sunday 26 March 2023.

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