Manager, Service Optimisation

The Department of Health and Human Services develops and delivers policies, programs and services that support and enhance the wellbeing of all Victorians. Our services are in line with the government's vision for making Victoria a stronger, more caring and innovative state.

Our vision is to achieve the best health, wellbeing and safety of all Victorians so that they can live a life they value.

We are building an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of vulnerable Victorians.

The department is committed to the safety of its clients. The department takes a zero tolerance approach to abuse, including child abuse and abuse of people with disability.

Departmental employees are required to comply with all legal requirements including the Child Safe Standards to keep children safe from harm and abuse.

All jobs can be worked flexibly and we encourage job applications from Aboriginal people, people with disabilities, LGBTI and people from culturally diverse backgrounds.

If you want a career within a department striving to make Victoria the best place to be and helping shape communities we all want to be part of, then we encourage you to apply.

If you are an Aboriginal or Torres Strait Islander applicant, or if you have a disability, and require advice and support with the recruitment process, contact our Diversity Unit on

The department has a zero tolerance towards violence within the workplace and recognises the rights of all staff to be free from violence and gender-related discrimination. We are proudly working with White Ribbon to create a safer workplace.

Job Details

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Department: Department of Health and Human Services
Work Type: Fixed term - full time
Job Function: Projects
Classification: VPSG6
Work Location: Melbourne - CBD
Reference: VG/DHHS/CS/540908
Closing Date: 21-Oct-2018
Salary Range: $116,863 - $156,387
Job Duration: Until 30 June 2019
Attachments: 2018-10-05 Manager PD.pdf (PDF, 348KB)
Job Specification

2018-10-05 Manager PD.docx (Word, 161KB)
Job Specification

PD Preview: Preview unavailable for this role
Contact: Mat Williams
03 9096 2715

Position Details

Number of vacancies available: 1

Position Summary:

The Customer Support Branch and Corporate Services Division are embarking on a program to uplift service delivery and capability across key service areas. 
The Manager, Service Optimisation will be accountable for uplifting the services across the Customer Support Branch and developing a business culture of continuous improvement, learning and innovation as well as leading business process redesign, with a focus on human centred design. This includes the frameworks and policies to ensure standards are met. The role will have a multidisciplined team consisting of workforce management, business reporting, operational telephony and technology, and process-re-engineering/improvement. Team will analyse data obtained from customer insights, feedback, audits determine baseline performance stand and expected benefits to be realised from process improvement opportunities.

Are you?

  • An experienced manager who has organisational improvement experience who can lead others in developing and implementing service, process and capability improvements?
  • A strategic thinker with a demonstrated ability to work collaboratively with stakeholders to develop and implement projects/initiatives?
  • Able to engage, inform, influence and negotiate with stakeholders?

How to Apply:

Applicants are encouraged to apply online, submitting a cover letter and a current resume.

Please note:

For this role, you are not required to address each of the key selection criteria in a separate written document. Applicants are strongly encouraged to review our Careers Page. This page provides information on the department's recruitment and safety screening processes.

Click 'Apply Now' below to submit your interest in this role.
For further information please visit the Department of Health and Human Services website:

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.

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