Assistant Director Service Delivery

Lead the Future of Customer Service Delivery Agency: Transport and Major Infrastructure, Department of – Innaloo WA 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). As an experienced Assistant Director Service Delivery, you will help shape and lead the future of customer service delivery across DVS. You will drive the development, review, and management of customer services training strategies, supporting the Director’s vision for innovative, 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, engaging and negotiating with internal and external stakeholders, and reviewing and analysing customer service teams and practices to develop succession strategies and retain talent. You will also support the Director 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 to providing and promoting Secure Identities, Safe Drivers, and Safe Vehicles. About You 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. One fixed‑term opportunity available for 12 months with the possibility of extension(s) or permanency. Successful candidates may receive further offers of employment (fixed term or permanent) in this or similar roles for a period of twelve (12) months from date of first appointment. Benefits A competitive salary, and 12% employer‑contributed superannuation and salary sacrifice options. Access to flexible working arrangements, including working from home or alternate work locations for enhanced work‑life balance. Opportunity to develop your career across other areas of transport. Work for an innovative government agency with limitless long‑term career prospects. Generous leave entitlements including 4 weeks’ annual leave, 3 public service holidays yearly and long service leave every 7 years. 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 two‑page summary outlining the key responsibilities and achievements you have had during your career in the context of the JDF and Selection Criteria. Nominate two 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 3 pm on Thursday, 11 December 2025. Please ensure your application is submitted on time, as late applications will not be accepted. Attachments Applicant Information Pack.pdf jdf- .pdf Our Commitment to a Diverse and Inclusive Workplace The Department of Transport and Major Infrastructure (DTMI) is committed to building a thriving workforce that reflects the diversity of our customers and our community. We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, members of the LGBTQIA+ community, and people from culturally and linguistically diverse backgrounds. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form), have any question about the process or how to submit your application, please contact our Recruitment Team at ***********@transport.wa.gov.au or (08) 6551 6***. #J-18808-Ljbffr