Service Delivery Manager (Frontline Support Manager)

ASIC; Traralgon; Hybrid; AUD 100,000 - 125,000; Full time

Job summary

A leading regulatory agency in Traralgon, Australia is seeking a Service Delivery Manager to lead its frontline support team. The successful candidate will provide strategic leadership, resolve complex issues, and enhance service delivery efficiency. This role requires excellent communication skills and experience in supporting diverse teams. The agency offers competitive salaries, attractive superannuation, and flexible working arrangements.

Benefits

Attractive superannuation

Additional leave entitlements

Flexible work arrangements

Study and professional development assistance

Qualifications

• Experienced in leading frontline support teams in contact centres.
• Strong knowledge of business name and company registration processes.
• Proven success in coaching diverse teams.

Responsibilities

• Provide expert leadership and strategic advice on Service Delivery matters.
• Resolve complex service issues using sound judgement.
• Build and manage strategic stakeholder relationships.

Skills

Leadership

Stakeholder engagement

Change management

Expertise in CRM systems

Coaching and training

Education

Tertiary qualifications in training or related fields

Tools

CRM systems (e.g. Genesys Cloud)

Job description

At ASIC, you can be the change that ensures a fair, strong and efficient financial system for the benefit of all Australians. Contribute to delivering on ASIC's purpose, vision, and strategic priorities to help maintain the integrity of the financial system and protect consumers from harm.

The Service Delivery Manager (Frontline Support Manager) applies a substantial depth of specialist Service Delivery knowledge and expertise to plan, organise, lead and control the work of the frontline support team.

• Location: Traralgon, VIC (approximately 2 hours east of Melbourne)
• Salary starting from $127,641 (depending on experience) + 15.4 % superannuation
• Permanent role
• Applications close at 11:59pm AEST, Sunday, 19 October 2025

The team
ASIC maintains over 30 legal registers, including the Companies and Business Names registers, which hold details for more than 3.2 million companies and 2.7 million business names. These registers are a vital source of information for businesses, professionals, government and the public across Australia. Users rely on the ASIC Registry to register, update or cancel business details and access public information, making our support essential to ensuring accurate and efficient service delivery.

The role
As a Service Delivery Manager (Frontline Support Manager), you will:

• Provide expert leadership and strategic advice on Service Delivery matters.
• Set priorities, manage workflows, allocate resources, and evaluate outcomes.
• Resolve complex service issues using sound judgement and deep expertise.
• Lead strategy and policy development, drive change, and manage ambiguity.
• Build and manage strategic stakeholder relationships to support ASIC's objectives.

About You

• You will also demonstrate:
• Experienced in leading frontline support teams in contact centres, with a focus on training, coaching, and daily staff support.
• Strong knowledge of business name and company registration processes, driving continuous improvement and staff development.
• Proven success in coaching diverse teams to meet goals with confidence and capability.
• Skilled in using CRM and telephony systems (e.g. Genesys Cloud) to support training and performance monitoring.
• Effective in stakeholder engagement, change management, and influencing learning initiatives.
• Tertiary qualifications in training or related fields are highly desirable.

About ASIC
ASIC's remit is one of the broadest of regulators across the world. ASIC regulates corporations, markets, financial services and consumer credit and monitors and promotes market integrity and consumer protection in the Australian financial system. Through our enforcement work, we hold to account those who contravene the law, working to achieve strong outcomes that address the greatest consumer and investor harms.

ASIC is committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. Indigenous Australians are encouraged to apply as well as applicants from all backgrounds and with different abilities.

We Offer a Range Of Employee Benefits Including

• Attractive superannuation
• Additional leave entitlements
• 50/50 hybrid work-from home model
• Flexible work arrangements
• Assistance for study and professional development

To work with us, you need to be an Australian Citizen and be prepared to complete an ASIC Suitability and Baseline Assessment.