About us The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services. About the role The Service Delivery Manager is a key role in providing internal customer support, managing IT Service Management (ITSM) processes and vendor management. With your technical background and good coordination and engagement skills, you will enable the delivery of a high-quality service to staff and end users, lead incident management, lead change management and initiate Continual Service Improvement (CSI) activity through problem management. You will implement the departments service delivery processes to achieve high service delivery standards. Collaborating with internal and external stakeholders and vendor support teams, you will ensure end to end resolution of technical issues. This role is based in the Technology and Digital Platforms Division and will initially support technology service delivery for the Residential Tenancies Bond Authority (RTBA). Your role will be to work closely with the business and vendor to implement and manage service delivery processes for the newly implemented Salesforce based solution. This system is integral to enable the RTBA to manage rental bonds in Victoria for renters and rental providers. About you To be considered for the role, you must be able to demonstrate: Experience in a client facing service delivery management leader role within a technical, consulting or managed IT services environment. Demonstrable knowledge and experience of planning and implementing Service Management principles and practices, ITIL certification highly regarded. Sound knowledge of SaaS (Software as a Service) and Cloud technologies, and agile software development processes. Exposure to Salesforce highly regarded. Strong verbal and written communication skills with expert level use of MS Office products. Strong stakeholder management experience, with experience of managing small teams. For specific responsibilities please review the attached position description. This position is only open to applicants with relevant rights to work in Australia. How to apply Apply before the advertised closing date 11:59pm on Wednesday, 09 April 2025. All applications should include: a resume; and a cover letter which addresses the key selection criteria (within three pages) In accordance with the Jobs and Skills Exchange Policy, Victorian Public Service employees are required to apply via the JSE for primary consideration access. Other relevant information The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which strongly recommends all DGS employees be fully vaccinated. Preferred candidates will be required to complete a Pre-employment Declaration and Consent Form. Employment of successful candidates will be subject to a National Police Check. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.