Assistant Director Service Delivery

Department of Transport and Major Infrastructure provided pay range This range is provided by Department of Transport and Major Infrastructure. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range A$157,900.00/yr - A$171,005.00/yr About the Company We are seeking a strategic leader to assist the Director of our customer service delivery function within Driver and Vehicle Services (DVS) at the Department of Transport and Major Infrastructure (DTMI). About the Role As an experienced Assistant Director Service Delivery, you will help shape and lead the future of customer service delivery across Driver and Vehicle Services (DVS). You will drive the development, review, and management of customer services training strategies, supporting the Director’s vision for innovative and highly effective service education models. Your remit includes managing, supporting, and improving processes to enable effective operations of DVS’s large, complex, and geographically diverse customer service team, as well as engaging and negotiating with internal and external stakeholders to build capability and contribute to the development of others. You will also review and analyse customer service teams and practices to develop succession strategies and retain talent and represent and support the Director Service Delivery in emergency management situations and on committees and high-level forums to minimise risk. A key part of your role will be to ensure key performance indicators are met by maintaining consistency across customer service processes and implementing monitoring systems to achieve strategic objectives. Strong communication links between customer services and stakeholders will be essential to optimise deliverables and minimise risks. You will contribute to the effective delivery of key performance indicators in accordance with DTMI’s access and equity responsibilities and support the development and implementation of customer service delivery strategies, products, and reform programmes across all areas, while meeting the state’s commitment for providing and promoting Secure Identities, Safe Drivers, and Safe Vehicles. Your leadership will be pivotal in building capacity, summarising large volumes of data, and translating essential information to a diverse target audience. Through your expertise, you will ensure DVS continues to deliver high-quality, accessible services to the Western Australian community. For further information about the role, we encourage you to review the attached Job Description Form JDF- and contact Julie Briggs, Director Service Delivery on and/or Responsibilities Shape and drive strategic and tactical business plans for customer service delivery. Exemplify personal integrity and self-awareness, operating effectively with a diverse range of staff, customers, and stakeholders. Cultivate strong, productive working relationships and partnerships, with highly developed negotiation and influencing skills. Achieve results through the development of performance indicators, monitoring systems, and performance assessment methodologies. Communicate and influence at a senior level with a range of stakeholders, including industry and government bodies. Demonstrate experience in the creation and delivery of development pathways, learning opportunities, and training programmes in line with strategic needs. Lead large teams and cultivate a work environment that motivates, develops, and utilises the diverse talents of its people. Emergency management experience, anticipating risk and identifying improvement opportunities. Knowledge and understanding of legislative requirements relevant to driver and vehicle services. Qualifications There is currently (1) one fixed term opportunity available for 12 months with the possibility of extension(s) or permanency. Required Skills We believe everyone at the Department of Transport and Major Infrastructure (DTMI) is a leader, contributing to our impactful work for the sector and community. We expect all employees to embody the behaviours and mindsets outlined in the Building Leadership Impact and Leadership Expectations. The leadership context of this position is a Agency Leader / Executive Leader / Multiple Area Leader / Leading Leaders / Personal Leadership / Leading Others. How to Apply Apply online by clicking the ‘Apply for Job’ button and provide the following documents in Word or PDF format: A detailed CV that clearly outlines the skills and experiences you have gained in relation to the job description; A (2) two-page summary outlining the key responsibilities and achievements you have had during your career in the context of the JDF and Selection Criteria. Please, nominate two (2) referees who can provide feedback on your capacity to meet the Work-Related Requirements. At least one of the referees should be your most recent, immediate supervisor. Applications for this opportunity close at 3pm on Thursday, 11 December 2025. Please ensure your application is submitted on time, as late applications will not be accepted. Seniority level Director Employment type Full-time Job function Business Development, Management, and Customer Service Industries Government Administration #J-18808-Ljbffr