Defence Service Delivery Lead — Multi‑Site & Outcomes

Department of Defence; Fremantle; On-site; AUD 105,000 - 135,000; Full time

Job summary

The Department of Defence is seeking an APS6 Service Delivery Manager based at Fremantle (Leeuwin Barracks, WA). You will lead geographically dispersed customer service teams across multiple channels, delivering consistent Level 1 services and high-quality outcomes.

You will coach leaders, embed onboarding pathways, monitor performance, and drive continuous improvement to realise customer-focused reforms across Defence's national service network.

Qualifications

• Experience leading multi-site service delivery teams.
• Ability to coach and develop staff through performance-focused programs.
• Strong collaboration with stakeholders to drive service reforms.

Responsibilities

• Lead Service Delivery Officers to ensure consistent, customer-focused outcomes.
• Coach and develop teams, manage performance, and maintain wellbeing.
• Use operational data to identify improvement opportunities and risks.
• Collaborate with stakeholders to support service reforms.

Skills

Team leadership

Coaching

Performance management

Data-informed decisions

Stakeholder engagement

Change management

Job description

The Department of Defence is seeking an APS6 Service Delivery Manager based at Fremantle (Leeuwin Barracks, WA). You will lead geographically dispersed customer service teams across multiple channels, delivering consistent Level 1 services and high-quality outcomes.

You will coach leaders, embed onboarding pathways, monitor performance, and drive continuous improvement to realise customer-focused reforms across Defence's national service network.