Real-Time Service Delivery Manager

IAG; Melbourne; On-site; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Superannuation 13%

20 days annual leave + 5 MyLeave

Insurance discounts on personal cover

Partner discounts on health, tech &amp

20 weeks paid parental leave

LinkedIn Learning and IAG Academy

Study assistance and secondmentOpport.

Job summary

IAG is Australia’s largest general insurance group, serving customers across Australia and New Zealand. We are shaping the future of workforce management with a Real-Time Service Delivery Manager who will lead a large, high‑performing team and elevate workforce planning to a strategic, insight‑led capability.

Based in Melbourne (Naarm) or Sydney, this permanent full‑time role drives real-time service delivery, performance analytics and transformation initiatives, partnering with senior

Qualifications

• Experience in workforce planning or management, ideally in customer service or contact centres.
• Proven people leadership with coaching and development skills.
• Experience leading transformation and capability uplift initiatives.
• Strong analytical skills and ability to turn insights into action.
• Ability to influence senior stakeholders across business areas.

Responsibilities

• Lead and develop a team of workforce management professionals to high performance.
• Oversee real-time service delivery with strong SLA and incident management.
• Monitor workforce data to support decision-making and efficiency improvements.
• Advance real-time functions toward strategic, insight-led operations.
• Drive transformation initiatives through process improvements and automation.
• Build relationships with senior stakeholders and manage trade-offs.

Skills

Workforce planning

People leadership

Transformation initiatives

Analytical thinking

Stakeholder management

Change navigation

Verint

Tools

Verint

Job description

At IAG, we're ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.

Shape the future of workforce management at IAG

Lead a team through an exciting period of growth, innovation and transformation. As our Real-Time Service Delivery Manager, you'll play a key role in evolving workforce management from a highly operational function into a strategic, insight-led capability that creates better outcomes for our customers, our people and the business.

Working within the Retail Insurance Australia Strategic Resource Management team, you'll lead a large, high-performing team while driving capability uplift, continuous improvement and smarter ways of working. You'll bring together workforce planning expertise, people leadership and analytical thinking to influence decisions, improve service outcomes and help shape the future direction of the function. If you enjoy leading through change, developing people and turning insights into action, we'd love to hear from you.

This is a permanent full-time role, open to candidates based in Gadigal Country (Darling Park 2, Sydney), Naarm (Melbourne) or Meanjin (Brisbane).

What You'll Do

• Lead and develop a team of workforce management professionals, building capability, engagement and high performance.
• Oversee real-time service delivery, ensuring strong SLA performance, effective incident management and high operational standards.
• Monitor service performance and workforce data to support decision-making, improve efficiency and enhance customer outcomes.
• Drive the evolution of the real-time function towards more strategic, insight-led and value-adding ways of working.
• Lead transformation initiatives that enhance workforce management capability through process improvements, automation and technology.
• Build strong relationships with senior stakeholders, influencing decisions and managing complex operational trade-offs.

What You'll Bring

• Strong workforce planning or workforce management experience, ideally within a customer service or contact centre environment.
• Proven people leadership experience with a passion for coaching, developing and inspiring teams.
• Experience leading transformation, capability uplift or technology-enabled improvement initiatives.
• Strong analytical and problem-solving skills with the ability to turn insights into action.
• Confidence influencing and partnering with senior stakeholders across different business areas.
• Ability to navigate complexity, influence outcomes and make sound decisions in a fast-paced environment.
• Experience with workforce management platforms such as Verint will be highly regarded.

What We Offer

• Boosted superannuation with 13% as standard.
• 20 days annual leave + 5 days MyLeave (extra leave for what's important to you).
• Up to 50% off personal insurance, including home and motor insurance.
• Partner discounts on private health insurance, tech & appliances, and many more.
• Industry-leading 20 weeks paid parental leave.
• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.
• employment type eligibility criteria apply

Applications close: Thursday 19 November 2026 11:59PM AEDT

Adjustments and Support

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to [e-mail] for a confidential conversation.

More About Us

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That's not just words. It's our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.