People Central Service Delivery Manager

Department of Government Services; Melbourne; On-site; AUD 140,000 - 180,000; Full time

Job summary

The Department of Government Services in Melbourne is seeking a People Central Service Delivery Manager to lead workforce reporting, HR administration and data integrity across SAP SuccessFactors. You will partner with senior stakeholders to deliver high-quality reporting and customer-focused services.

This ongoing full-time role requires strong leadership, governance and continuous improvement capabilities, with a focus on service excellence and data-informed decision-making in a government

Qualifications

• Customer focus demonstrated by measuring service delivery success.
• Ability to influence stakeholders and secure buy-in.
• Experience driving continuous improvement in services.
• Proven capability to lead and develop teams.

Responsibilities

• Lead People Central and Reporting teams delivering HR advice, system admin and workforce reporting.
• Drive service performance with governance, metrics and customer experience measures.
• Leverage data analytics to enable data-informed decision making.
• Build trusted partnerships with senior stakeholders to influence outcomes.

Skills

Customer focus

Influence & persuasion

Innovation & CI

People management

Job description

Department of Government Services – Melbourne VIC

The Department of Government Services (DGS) wasestablishedon 1 January 2023 to improveeveryone’s experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and localgovernment as well as streamlining our corporate and procurement services.

You can find out more aboutour Ministers,leadershipand entitieshere:Department of Government Services.

The People Operations Branch

The People Operations branch supports the Department of Government Services, customer departments and portfolio agencies by delivering responsive, accurate and customer-focused people services across the employee lifecycle. The team provides operational support across recruitment, onboarding, employee movements, payroll, HR systems and workforce reporting, contributing to a seamless employee experience and an efficient, high-performing and engaged workforce.

About the Role

Reporting to the Director, People Operations, the People Central Service Delivery Manager provides leadership of workforce reporting and HR shared services across DGS, DTF and DPC. The role oversees People Central operations, including HR administration and the integrity of people and position data within SAP SuccessFactors (VicGov People).

The position partners with key stakeholders to deliver high-quality reporting and services, drive continuous improvement across systems and processes, and ensure service performance meets agreed standards and customer expectations.

Key Accountabilities

• Lead and develop the People Central and Reporting teams to deliver scalable customer centric HR advice, system administration and workforce reporting, fostering a culture of service excellence, accountability and continuous improvement.
• Drive operational performance and customer outcomes through service delivery, robust governance, metrics, customer experience measures and continuous improvement programs.
• Leverage data, analytics and reporting to enable data-informed decision-making through high-quality workforce analytics, reporting and self-service solutions.
• Build trusted partnerships with senior stakeholders and leaders to influence outcomes and enhance customer experience

About You

We are seeking applicants who have demonstrated experience from the following criteria:

• Customer Focus: Assess effectiveness of service delivery against leading services; challenges others to deliver service excellence; looks for long term benefits to the client.
• Influence and Persuasion: Develops long-term and multi-phased plans to influence others; implements complex strategies to build buy-in from key internal and external clients/stakeholders; effectively negotiates with clients/stakeholders to achieve desired outcomes.
• Innovation and Continuous Improvement: Drives a culture of quality by design where quality practices are embedded in the service and solution delivery process; shares expertise and relevant information to support continuous improvement and innovation; establishes metrics that evaluate quality and effectiveness of work delivered; models and encourages new and different approaches, ways of working and solutions that will deliver outcomes beyond client or stakeholder expectations.
• Managing People: Role models ethical leadership through decision making and interactions with people; creates an organisational culture that enables others to perform at their best and achieve outcomes for the organisation; champions people engagement as an organisational priority; provides thought leadership on people management across the service.

This role is a ongoing position. This position is only open to applicants with relevant rights to work in Australia.

For more information, please see the Position Description.

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.