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Aps 5 - Assistant Service Delivery Manager

Australian Government Department of Defence - Campbell, ACT

Any Industry
Source: uWorkin

Source: uWorkin


Full Job Description
$75,109 - $80,450 (plus super)
Campbell Park - ACT, Queanbeyan - NSW

The Role
The APS5 Assistant Service Delivery Manager (ASDM) role actively manages people, performance and the quality of the service delivered by the Customer Service Centre (CSC) team. The ASDM will contribute to the review and monitoring of performance, quality of output and coaching to ensure the team successfully/effectively contributes to face to face, email and phone product service delivery. Candidates are expected to have significant experience in managing staff in a dynamic environment and a track record of working collaboratively across business to achieve customer centric outcomes.

The role will work as part of a leadership team in:
Supporting the management team by highlighting operational risks and areas for improvement
Applying fair and consistent people and performance management measures
Fostering and developing cross-skilling of people in support of resource planning and learning needs
Contributing to an integrated service delivery culture that supports innovation
Keeping up to date with business development and new products
Maintaining close working connections with local business units to drive effective stakeholder relationships

We have roles available across the Campbell Park - ACT location and the Queanbeyan - NSW location. Self-drive travel between different sites and locations may be required; candidates may require a current Driver’s License.

About the Team
The Directorate of Archives and Service Centres (DASC) is part of the Defence Customer Service Network (CSN) that comprises call centre, email and face to face customer services, archives, travel, publishing and library functions. Our dedicated staff ensure the role of the network provides high quality assistance and customer service to serving Australian Defence Force (ADF), ex-serving and Reserve members, Australian Pubic Service (APS) and the general public.

An ASDM supervises both Customer Service Officers (CSOs) and Team Leaders and reports to an APS6 Service Delivery Manager (SDM). An ASDM may also be required to work from/supervise staff across multiple locations.

Our Ideal Candidate
The successful candidate will have a proven track record in managing teams to achieve organisational goals whilst contributing to building a high performance service delivery culture.

To be successful in this role you will have:
Demonstrated experience in team management in a service delivery environment
Demonstrated ability to identify issues and deliver continuous improvement activities
Highly developed communication, organisation and negotiation skills
Experience in stakeholder engagement and liaison
Experience in working collaboratively across large and dispersed teams
Candidates for this role will be able to think critically and have the ability to learn new systems in a fast paced service delivery environment.

We are looking for enthusiastic people to join our team and form a Merit Pool of suitable applicants for future placement.

A minimum of 2 years’ experience supervising/managing staff within a customer service/service delivery environment is highly desirable.