Job Title

At VicRoads the work you do has real impact. Our work connects people and communities. We keep Victorians moving safely and smoothly today and help them be ready for tomorrow.VicRoads empowers our people to learn and grow- focusing on impact and innovation. We reflect the diversity of Victoria and foster clever thinking to keep you and the community moving.VicRoads is progressing too. In August 2022, we started on a new chapter when the Victorian State Government partnered with Aware Super, Australian Retirement Trust, and Macquarie Asset Management to operate registration and licensing services on its behalf.We work collaboratively with the Victorian State Government to ensure we fulfill regulatory requirements, deliver State projects and safeguard customer data. The Victorian State Government retains sole responsibility for road access, infrastructure and safety.Location: Wendoulee with some travel to Melbourne CBDAre you a dynamic leader with a passion for enhancing customer experiences and driving operational excellence? We are seeking a talented Manager of Service Delivery to take charge of our contact centre operations. If you''re ready to make a significant impact and lead a high-performing team, read on!Position Overview: As the Manager, Service Delivery, you''ll be the driving force behind daily operations, leading a dedicated team of leaders and agents. Your mission? To ensure customer satisfaction and deliver exceptional service while fostering a culture of continuous improvement.Key Responsibilities:Operational Excellence: Oversee daily operations to ensure efficient service delivery while meeting KPIs and compliance requirements.Digital Transformation: Support the integration of cutting-edge technology and automation to elevate the customer experience and drive digital adoption.Leadership: Mentor and develop people leaders, creating an engaging and high-performing workplace that attracts and retains top talent.People Engagement: Implement actionable plans to drive employee engagement, track metrics, and promote a diverse and inclusive workplace.Stakeholder Management: Foster collaborative relationships to achieve organizational goals and drive business readiness for transformation projects.Who You Are:You hold a degree in Business or Operations Management or have significant experience in a large operational and customer service environment.You have a proven track record in leadership roles within a contact centre, particularly within the government or public sector.Your skills in transformational change and strategic planning align perfectly with our mission to deliver innovative, customer-focused solutions.What You''ll Gain:A rewarding career in a supportive and engaging environment.Opportunities for mentorship and professional growth.The chance to make a difference in our operations and impact customer satisfaction.Our Culture:Innovation powers progress, but it doesn''t come without support. To attract, retain, and develop talented people, we reward initiative and ingenuity, foster collaboration, and offer dynamic career development. At VicRoads, we embrace diversity and inclusion and we''re proud our workforce reflects the community we work for.What we offer:Competitive salary and benefits, including opportunities to earn a bonusSalary packaging, Fitness Passport & discounts to hundreds of retailersOpportunities for professional and personal developmentFlexible working arrangements and family-friendly practices, including 16 weeks paid parental leave.How to Apply:Please submit your application via the "Apply" button. Applications should include a resume and a brief covering letter.Applications close 11.59pm on Sunday 8 February 2026.For a copy of the Position Description please email [email protected] Unfortunately, applications cannot be accepted via this email.Please note: VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence. Please note that due to legal requirements you must be predominantly located in Australia and for certain roles, predominantly located in Melbourne or Victoria. #J-18808-Ljbffr