Service Delivery Manager

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 Annual Salary Range: Commensurate with Experience Employment Type : Ongoing - Full-Time Usual Work Location : QV 180 Lonsdale Street CBD/ Work from home Are you passionate about creating products and experiences that not only meet user needs but also captivate their hearts and minds? Are you excited about the challenge of balancing customer desirability with business viability, technology feasibility and broader business strategy to deliver exceptional experiences? If so, we have an incredible opportunity for you We are seeking a talented and driven individual to join our dynamic Technology Operations team. As a team member, you will play a pivotal role in working with our business and helping to support and provide engineering services to the digital platform. You will work alongside a group of passionate professionals who are dedicated to delivering innovative solutions that exceed customer expectations. Your team is part of the Technology division, a team that are truly collaborative and passionate, and work closely together to deliver outcomes that positively transform the way our customers use our services. About the Opportunity As the Service Delivery Manager - Service Desk, you will lead the delivery of a superior service desk experience for VicRoads employees, enabling them to provide exceptional service to our customers. This pivotal role oversees the end-to-end management of the Service Desk function, ensuring high-quality service delivery within a culture of continuous improvement. You will drive the modernisation of our Service Desk, establish new services, and implement service improvement programs that enhance communication and collaboration across the organisation. Your leadership will ensure employees have seamless access to support and resources, empowering productivity and aligning with our Technology Strategy. Key responsibilities End-to-end delivery of Service Desk services in partnership with Managed Service Providers. Modernisation and enhancement of the Service Desk experience. Implementation of service improvement initiatives, including standardised access to information through multiple channels. Building strong cross-functional relationships to continuously improve the team member experience. Championing a customer-first mindset, ensuring services exceed expectations. Driving continuous improvement through data-driven insights and industry best practices. About you You’re a proactive service delivery leader with deep expertise in IT Service Management and a passion for creating exceptional end‑user experiences. You thrive in dynamic environments that value collaboration, innovation, and continuous improvement, and you bring strong leadership skills to drive service excellence and align technology with organisational goals. You’ll thrive in this role if you: Have proven experience leading ICT Service Desk functions and partnering with Managed Service Providers in complex technical environments. Possess strong knowledge of ITSM frameworks such as ITIL and COBIT, with ITIL V4 certification highly desirable. Are skilled in leveraging enterprise service management platforms (ServiceNow preferred) to optimise service delivery. Bring a solid understanding of end-user technologies and collaboration tools, with experience applying Agile principles and practices. Communicate effectively and build strong relationships across technical teams, vendors, and business stakeholders. Use data-driven insights to solve problems, improve processes, and enhance customer satisfaction. Have experience managing vendor performance and driving continuous improvement initiatives. Experience delivering organisational change and communication programmes to support new ways of working. People management experience, including mentoring and developing high-performing teams. Exposure to knowledge management and service improvement initiatives. Ability to work in fast-paced environments and adapt to changing priorities. Certifications in ITIL frameworks or relevant technology platforms. 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 are proud our workforce reflects the community we work for. What we offer Salary packaging, Fitness Passport & discounts to hundreds of retailers Opportunities for professional and personal development Flexible working arrangements and family-friendly practices, including 16 weeks paid parental leave How to apply We encourage applications from people of all genders, backgrounds and communities. If you need any adjustments to our recruitment process or the role itself, please let us know when applying. Please submit your application via the "Apply" button. For a copy of the Position Description please email Unfortunately, applications cannot be accepted via this email. 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