Service Guidance & Knowledge Management Lead...

Talent; Melbourne; On-site; AUD 96,000 - 126,000; Full time

Job summary

Talent seeks a Service Guidance & Knowledge Management Lead (EL1) to oversee clear, accessible guidance and knowledge resources for staff and external audiences. You will lead a small team, manage priorities and drive improvements across service delivery.

You will engage with senior stakeholders, develop operational guidance, and provide executive‑level advice on complex matters while coordinating guidance across SAP CRM and PACE.

Qualifications

• Experience leading teams and managing priorities in complex environments.
• Experience developing or overseeing operational guidance, policies or knowledge resources.
• Strong stakeholder engagement and cross‑functional collaboration.
• Excellent written and verbal communication, with executive advisory ability.
• Strong project coordination, planning, risk management and problem solving.
• Experience interpreting legislation, policy and operational requirements.
• Proven track record of driving continuous improvement in service delivery.

Responsibilities

• Lead and manage a team developing operational guidelines, letters and knowledge articles.
• Oversee development of clear, accessible and accurate guidance materials.
• Provide strategic and technical advice on service delivery processes and systems.
• Coordinate guidance development with internal stakeholders and SMEs.
• Manage team priorities, workloads, resources and performance.
• Identify opportunities to improve guidance, business processes and outcomes.
• Prepare executive advice, reports and progress updates on key activities and risks.
• Support consistent guidance across SAP CRM and PACE.

Skills

Team leadership

Stakeholder engagement

Content development

Knowledge management

Policy interpretation

Project coordination

Risk management

Continuous improvement

Executive advice

Tools

SAP CRM

PACE

Job description

Service Guidance & Knowledge Management Lead...

Our client is a large values-focused Federal Government Agency seeking an experienced Service Guidance & Knowledge Management Lead (EL1 level) to oversee the development and delivery of clear, accessible guidance, operational resources and knowledge materials.

This is a senior leadership role combining team management, content and guidance development, stakeholder engagement and business improvement to support consistent service delivery across a large national organisation.

ROLE DETAILS:

Locations: Richmond or Geelong VIC
Contract: 12 months, with extension potential
Hours: Full-time hours, Mon-Fri, 7.5hrs/day
Rate: $602.55 per day + super
Eligibility: Australian Citizenship required
Applications close: Friday 20 November 2026

ABOUT THE ROLE:

You’ll lead a small team responsible for developing and maintaining operational guidance, knowledge articles, letters and resources used by staff and external audiences.

Working closely with business areas and senior stakeholders, you’ll oversee guidance development, manage workloads and priorities, provide advice on complex operational matters and drive improvements to service delivery processes and information accessibility.

KEY RESPONSIBILITIES:

• Lead and manage a team developing operational guidelines, letters and knowledge articles.
• Oversee the development of clear, accessible and accurate guidance materials.
• Provide strategic and technical advice on service delivery processes, participant pathways and business systems.
• Coordinate guidance development with internal stakeholders and subject matter experts.
• Manage team priorities, workloads, resources and performance.
• Identify opportunities to improve guidance, business processes and service delivery outcomes.
• Prepare executive advice, reports and progress updates on key activities and emerging risks.
• Support consistent guidance across operational systems, including SAP CRM and PACE.

SELECTION CRITERIA:

• Strong experience leading teams and managing competing priorities in complex environments.
• Experience developing or overseeing operational guidance, policies, procedures or knowledge resources.
• Strong stakeholder engagement and ability to collaborate across business and operational teams.
• Excellent written and verbal communication skills, including high-quality guidance and executive advice.
• Strong project coordination, planning, risk management and problem-solving capability.
• Experience interpreting legislation, policy and operational requirements.
• Demonstrated ability to drive continuous improvement and support effective service delivery.

HIGHLY DESIRABLE:

• Experience in Federal Government, disability, human services or regulated service delivery environments.
• Understanding of accessibility, inclusive communications and Plain English writing standards.
• Experience developing guidance using Australian Government style guidelines.
• Knowledge of participant service pathways and systems such as PACE or SAP CRM.
• Experience leading teams responsible for knowledge management, operational policy or service guidance.