Service Delivery Coordinator

MSS Security Pty Ltd; Melbourne; On-site; AUD 65,000 - 95,000; Full time

Job summary

MSS Security Pty Ltd in Port Melbourne is seeking a Service Delivery Coordinator to manage rostering and resource allocation across client portfolios, ensuring continuity of service and strong customer relationships. You will cover leave, manage fatigue and fit-for-work checks, liaise daily with sites and clients, and respond to service bookings with cost-efficient resources.

The role requires rostering experience, payroll numeracy, excellent communication, and a disciplined, safety-conscious

Qualifications

• Experience in rostering, scheduling or workforce coordination in a 24/7 operational setting.
• Strong payroll numeracy and ability to interpret Awards.
• Excellent communication and interpersonal skills with staff and clients.
• Highly organised with ability to juggle priorities in a busy environment.
• General understanding of HSE and quality assurance processes.
• Adaptable, open to new ideas and comfortable with plan changes.
• Experience with Rolecall or similar rostering software is highly regarded.

Responsibilities

• Manage live rostering in Rolecall, matching staff to shifts and sites.
• Cover leave (sick, annual, LSL, RDOs) and vacancies on short notice.
• Ensure fatigue management, journey management and fit-for-work on rosters.
• Maintain daily contact with sites and clients to confirm rosters and resolve issues.
• Answer service bookings, prepare quotes, and allocate cost-effective resources.
• Review payroll exception reports and raise pay adjustments for Pay Office.
• Coordinate travel, accommodation, and vehicle allocation for deployed staff.
• Track training, clearances, and onboarding/offboarding.
• Report on overtime, training and KPIs; flag recruitment needs.
• First point of contact for employee queries and Operations Centre calls.
• Report incidents promptly and recommend fixes affecting service quality.

Skills

Rostering coordination

Payroll & numeracy

Communication & interpersonal

Highly organised

HSE & QA understanding

Adaptable to change

Independent decision making

Tools

RoleCall rostering software

Job description

Service Delivery Coordinator# Careers## Service Delivery CoordinatorApply: Victoria: Full time: Posted Today: JR8583## **About the Company**As one of Australia’s leading security companies, MSS Security is built on teamwork, respect, and integrity. We provide long-term career paths, stability, and a workplace where your professionalism and dedication are genuinely valued. To find out more visit our website at **www.msssecurity.com.au.****About the role**Based in our Port Melbourne office, the Service Delivery Coordinator position is primarily responsible for coordinating the resourcing and rostering of personnel to ensure continuity of service delivery within your allocated portfolio of clients. You will be part of an enthusiastic, committed and customer focused team. You will be responsible for providing exceptional customer service to all our customers, and you will build strong relationships with your internal stakeholders. **About the role*** Manage live rostering in Rolecall, matching the right people to the right shifts and sites* Cover sick leave, annual leave, LSL, RDOs and vacancies at short notice* Make sure fatigue management, journey management and fit-for-work requirements are met on every roster* Keep in daily contact with sites and clients to confirm rosters and sort out issues as they come up* Answer and action service bookings, prepare quotes and assign cost-effective resources in line with contracts* Review payroll exception reports, raise pay adjustments and prepare payroll forms for the Pay Office* Coordinate flights, accommodation and vehicle allocation for deployed staff* Track training, clearances and onboarding/offboarding so staff are ready to work* Report on overtime, training and other KPIs, and flag recruitment needs* Be the first point of contact for employee queries and Operations Centre calls* Report incidents promptly and recommend fixes for anything that affects service quality **About you*** Experience in rostering, scheduling or workforce coordination, ideally in security, emergency services or another 24/7 operational setting* Good payroll and numeracy skills, and the ability to interpret Awards* Strong communication and interpersonal skills, with a confident manner on the phone with staff and clients* Highly organised, able to juggle competing priorities in a busy environment* Able to make sound, independent decisions, and to work well as part of a team* A general understanding of HSE and quality assurance processes* Adaptable, open to new ideas and comfortable when plans change* Experience with Rolecall or similar rostering software is highly regarded* Committed to safety, integrity and great customer service## **How to apply**MSS Security is an Equal Opportunity Employer, valuing the unique backgrounds, experiences, and contributions of each person We encourage and celebrate diversity.We are proud to:* be certified by the Workplace Gender Equality Agency,* be a partner and supporter of Veterans employment and honoured to have an endorsed INNOVATE Reconciliation Action Plan. Click APPLY to complete your application and you will be prompted to answer a few simple questions and upload your CV.Thanks for taking the time to consider MSS as a future employer and we look forward to hearing from you.