Service Delivery Senior Advisor (Vpsg6)

About the Role

*This is a 2 years Fixed Term – Full Time Position*

The Service Delivery Senior Advisor is responsible for overseeing Service Delivery practices and undertaking performance capability and reviews of the Contractor against obligations and measures as well as incident, problem management and escalations related to Service Delivery. Working as part of the Operations workstream in the FPPT project, this role plays a critical part in ensuring that project outcomes are realised and optimised through effective and responsive management of operational issues.

The Service Delivery Senior Advisor reports to the Service Delivery Senior Manager.

 Position Description, please click here

Job Description

APosition Outcomes / Accountabilities.

• Created or produced Service Delivery dashboards to measure the performance of th contractor.
• Where issues were identified, conducted root cause analysis PIR and RCA reviews.
• Tracked PIR/RCAs where needed and ensured closure of preventive actions.
• Effectively managed any incidents and problems identified through performance reviews of the Contractor's Service Delivery, including allocating and managing problems based on priority
• Managed aged tickets and Priority 1 (P1) and Priority 2 (P2) issues, escalating issues where needed and providing input on escalation processes.

Key Selection Criteria

To be successful in the role of Service Delivery Senior Advisor, the ideal candidate will be accomplished in Business and Commercial Acumen, adept at defining and maximizing value in business cases, contracts, and Service Delivery agreements. They will utilize a broad understanding of procurement and finance concepts to inform expenditure decisions and effectively manage risks. Applied proficiency in Communicating with Impact is essential, involving the preparation and delivery of logical, succinct presentations using clear language tailored to diverse audiences. Accomplished in Project and Program Governance, the candidate will approve, recommend, or modify governance frameworks, design efficient probity systems, and anticipate changes for complex projects. Applied expertise in Contract Management is crucial, involving advising on complex contracts, establishing KPIs, and seeking legal advice when needed. In navigating Emerging Integrated Transport Management Capabilities, the candidate will apply knowledge independently, identify barriers, and implement effective solutions, continually enhancing their skills through practical experience and leadership.

Personal Attributes

On a personal level, the candidate will be accomplished in guiding collaborative efforts, overcoming barriers to knowledge sharing, and identifying opportunities for cross-team cooperation, reflecting a commitment to Working Collaboratively. Possessing an outcomes-oriented mindset, they will establish mechanisms to monitor the impact of their work on the community and ensure that the team's operating model generates a positive community impact, showcasing strong Outcomes Thinking. Additionally, the ideal candidate will excel in Stakeholder Management, adept at building mutually beneficial partnerships by identifying common issues, addressing underlying stakeholder needs, and leveraging organizational understanding to achieve positive outcomes.

Qualifications and Experience

Desirable

• Direct ticketing experience, including in the management of the performance of service contracts
• A relevant tertiary qualification in engineering, project management, business management, information technology, economics or commerce is highly regarded.
• Certification in Service Management (e.g., ITIL).
• Experience with Service Level Agreement (SLA)/KPI development and management.
• Familiarity with Service Delivery tools and technologies.

What we offer

• Meaningful work making Victorian communities more accessible and liveable
• Professional growth and development opportunities across the department and the wider Victorian Public Services
• A hybrid working model focused on collaboration and teamwork
• Optimal work-life balance initiatives including flexible working arrangements
• Opportunity to work across multiple urban and suburban hubs
• We prioritise the development of a safe and inclusive culture

Culture Value

We are an equal opportunity employer, embracing a diverse range of applicants such as veterans, and people who identify as Aboriginal and/or Torres Strait Islander, LGBTQIA community members, individuals with disabilities and/or health conditions, as well as those from varied faith and cultural backgrounds. At our department, we prioritize the development of a safe, inclusive, and high-performance culture through shared actions and behaviours that align with our strategy and direction. This empowers our employees to effectively contribute to our goals.

How to Apply

Click the ‘Apply’ button and follow the prompts. Applications should include a resume and a cover letter.  Applications close 11.59pm on Friday, 23rd of February 2024. For further information about the role please contact Anupam Sharma | Service Delivery Senior Manager via *************@transport.vic.gov.au

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Transport and Planning will be treated in the strictest confidence.

Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g., large print) due to any viewing difficulties or other accessibility requirements.