Service Delivery Team Leader

MSS Security; Adelaide; On-site; AUD 95,000 - 120,000; Full time

Benefits offered by this job

Fitness Passport

Excellent employee benefits

Job summary

MSS Security in Adelaide is seeking an experienced leader to head the SA Regional Operations Centre (ROC). Reporting to the Service Delivery Manager, you will oversee ROC staff, provide coaching and training, and act as a senior escalation point for operational matters.

You will manage rostering, monitor fatigue guidelines, and ensure client requirements are met while maintaining accurate live reports for management.

Qualifications

• Experience supervising teams and/or people management.
• Extensive rostering experience with a health and safety focus.
• High computer literacy including MS Office; exposure to rostering software/systems.

Responsibilities

• Oversee the ROC staff, including recruitment, supervision, training and performance management.
• Call centre type duties rostering employees to ensure coverage, fatigue guidelines, and client-specific requirements; maintain live rostering in system.
• Review and update client site briefs ensuring data accuracy and currency.
• Ensure service levels are met, address issues, and resolve non-conformances affecting service quality.
• Prepare and maintain accurate reports for management.

Skills

Team supervision

Rostering

Health & safety

MS Office

Communication

Conflict management

Industrial instruments understanding

Tools

Rostering software

MS Office

Job description

Excellent employee benefits including Fitness Passport

Work with one of Australia's Security Industry Leaders

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

Reporting to the Service Delivery Manager, this position is primarily responsible for leading the SA Regional Operations Centre (ROC) staff. You will act as an escalation point for any operations matters and provide support and training to your team. You will also be responsible for providing exceptional customer service to all our customers, and you will build strong relationships with your internal stakeholders.

Duties include but are not limited to:

• Oversee the ROC staff, including recruitment, supervision, training and performance management.
• Call centre type duties overseeing the rostering of employees to ensure effective coverage, adherence to fatigue guidelines, and compliance with client-specific requirements. Maintain live rostering in system and update as necessary.
• Review and update client site briefs ensuring the data is accurate and up to date
• Ensure service levels are met, addressing and resolving any issues or non-conformances that may affect service quality.
• Prepare and maintain accurate reports for management

Skills & experience

• Experience supervising teams and/or people management
• Extensive experience and understanding of rostering and allocations with a health and safety focus
• High computer literacy including MS Office and exposure to rostering software/systems
• Highly developed written and verbal communication, interpersonal and conflict management skills
• Experience in understanding and interpreting Industrial Instruments

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.