Service Delivery Manager

Job Description

Leeuwin Barracks is in scope for divestment under Defence Estate Audit outcomes. Subsequently, please expect your work location to change to another WA site in the next 12-24 months. Any future workforce relocations will be managed in accordance with Defence policies and support arrangements. We have an APS 6 Service Delivery Manager (SDM) vacancy located at Fremantle (Leeuwin Barracks - WA).

\n

This role forms part of Defence's Contact Centre Modernisation program and contributes to the implementation of a nationally aligned customer service network. Defence is implementing service reforms designed to improve service consistency, workforce capability, governance and customer outcomes across a nationally connected service network.

\n

The successful candidate will support the implementation of new service delivery practices, capability development initiatives and continuous improvement activities that contribute to a modern, sustainable and customer-focused service delivery model.

\n

As a Service Delivery Manager, you will lead geographically dispersed customer service teams responsible for delivering consistent, high-quality Level 1 services. You will oversee service performance, workforce capability, customer outcomes, and operational risk within a dynamic and evolving service environment.

\n

You will play a key role in embedding the branch's future operating model by supporting structured onboarding pathways, coaching-led performance management, and customer-centred service delivery practices. You will help shift the focus from measuring activity to achieving meaningful customer outcomes, including resolution, quality, and customer effort.

\n

You will coach team leaders and service delivery staff, build workforce capability, and create a culture where learning, accountability, and continuous improvement are valued. You will use performance information, customer feedback, and operational insights to identify trends, manage risks, and improve service outcomes.

\n

Your leadership will directly influence the experience of Defence customers and contribute to the delivery of an integrated, modern, and sustainable customer service function across Defence. This is an opportunity to help shape the future direction of Defence customer service while contributing to large‐scale service reform and workforce transformation initiatives.

\n

We are looking for leaders who:

\n

\n
• Lead teams to deliver quality customer service across phone, email, digital, and other service channels.
\n
• Support service improvements by sharing knowledge, building capability, and encouraging accountability.
\n
• Use data, customer feedback, and team insights to identify issues and improve service outcomes.
\n
• Coach and support staff to build skills, improve performance, and maintain wellbeing.
\n
• Lead teams through change, supporting adoption of new ways of working, technologies, and service delivery practices.
\n

\n

Key Responsibilities:

\n

\n
• Lead and support Service Delivery Officers to deliver consistent and customer‐focused outcomes across multiple service channels.
\n
• Build workforce capability through coaching, mentoring and performance development
\n
• Use operational data to identify improvement opportunities and address service risks.
\n
• Work collaboratively with stakeholders to resolve customer issues and support service reforms.
\n

\n

Site Responsibilities:

\n

\n
• Service Delivery Managers supervise teams across multiple locations.
\n
• Travel independently between sites as required to support operational and leadership responsibilities (current Driver's Licence required).
\n
• Service Delivery Managers operate within a nationally connected network and may be required to collaborate with leaders, stakeholders and teams across multiple Defence locations to support consistent customer outcomes.
\n

\n

About our Team

\n

We are part of the Customer Services & South East Zone (CS&SEZ) within the Security and Estate Group (SEG). Security and Estate Group is delivering significant service reforms designed to improve customer experience, strengthen workforce capability and support a modern, integrated approach to service delivery across Defence.

\n

We deliver trusted customer services that support Defence personnel, their families, industry partners, and the broader Defence community. Our role is to provide a consistent and reliable front door for customer enquiries, ensuring customers can access the right support through effective service delivery and clear escalation pathways.

\n

Our team supports customers with enquiries relating to pay, travel, entitlements, and a range of other Defence services, with a strong focus on resolving issues at the earliest appropriate point and delivering positive customer outcomes.

\n

We are building a customer‐focused, outcome‐driven service that emphasises resolution, workforce capability, continuous improvement, and service excellence. We support customers across phone, email, digital, and emerging service channels, working closely with specialist teams and enabling functions to deliver seamless and consistent experiences.

\n

Our focus is shifting from measuring activity to understanding customer outcomes, reducing customer effort and improving first‐contact resolution wherever possible.

\n

We are a collaborative and high‐performing team that values accountability, learning, innovation, and customer outcomes. No two days are the same. You'll have the opportunity to lead people, influence positive change, contribute to meaningful reform, and help shape the future of Defence customer service while making a real difference for our customers, colleagues, and the Defence community.

\n

Our Ideal Candidate

\n

We are proud of our positive, collaborative and supportive workplace culture. We value teamwork, respect, and inclusion. We are looking for leaders to contribute to the culture we've built together.

\n

We are looking for leaders who can:

\n

\n
• Support the implementation of the transformation program through workforce development, knowledge sharing, governance discipline, and continuous improvement.
\n
• Champion customer‐centric service delivery principles and continuously seek opportunities to improve the customer experience.
\n
• Lead, coach, and empower teams to deliver exceptional customer outcomes in a complex service delivery environment.
\n
• Create high‐performing teams that balance service outcomes, workforce wellbeing, and operational performance.
\n
• Communicate with influence and build trusted relationships across stakeholders, customers, and service partners.
\n
• Interpret and apply legislation, policy, governance requirements, and service delivery frameworks with confidence and professionalism.
\n
• Take ownership of results and be accountable for customer outcomes, workforce capability, and service performance.
\n

\n

If this sounds like you, previous APS experience is not essential. We welcome applications from experienced leaders who are passionate about customer service, workforce development, continuous improvement, and leading teams through positive change.

\n

The Australian Department of Defence plays an important and strategical role for the Australian Federal Government.

\n

Working in Defence as a public servant is more than a job, it is an opportunity to be part of a diverse, integrated team of Australian Defence Force (ADF) and Australian Public Service (APS) doing some of Australia's most important work.

\n

Defence offers interesting, challenging, and unique work ranging from intelligence and strategic policy right through to human resources, infrastructure, engineering and information technology. Defence is invested in its people, giving them tools and experiences that allow them to achieve their best and build their careers.

\n

The Australian Department of Defence plays an important and strategical role for the Australian Federal Government.

\n

Working in Defence as a public servant is more than a job, it is an opportunity to be part of a diverse, integrated team of Australian Defence Force (ADF) and Australian Public Service (APS) doing some of Australia's most important work.

\n

Defence offers interesting, challenging, and unique work ranging from intelligence and strategic policy right through to human resources, infrastructure, engineering and information technology. Defence is invested in its people, giving them tools and experiences that allow them to achieve their best and build their careers.