Service Delivery Manager (Berri)

Role overview Service SA delivers South Australian Government information and transactional services, predominately Driver Licensing and Vehicle Registration, to South Australians through an integrated multi-channel approach. Multi-channel includes Customer Services Centres, Contact Centre, On-line and Agent Service Delivery. Customer Service Centres are geographically distanced throughout South Australia’s metropolitan and regional areas. The Service Delivery Manager is responsible for overseeing local staff management, the quality of information and transactional delivery, equipment issues and on-site facility issues within their control. The Service Delivery Manager reports to the Region Manager and is responsible for implementing daily, long-term outcomes, and fulfillment of the organisations auditable operating framework. A significant aspect of the role is to lead, coach and mentor staff in the behaviours necessary to interact with a diverse customer base and process customer enquiries to ensure customers receive the best possible experience and outcome within policies and procedures. Being in a position of trust, and with access to confidential information, the Manager is to maintain privacy of information and instill this value with the team.