Service Delivery Manager - Insights & PerformanceHybrid

About the role 

Our people and partners are at the heart of everything we do. We are seeking a dynamic and experienced Service Delivery Manager to join our team and ensure our service delivery meets or exceeds expectations while maintaining simplicity and efficiency. This role is crucial in providing data and insights from operational functions within our Shared Services Centre, Business Connect, driving operational excellence and supporting our enterprise business outcomes. 

Key Responsibilities

• Provide data analytics, insights, and reporting services for Business Connect. 
• Serve as a centralised source of truth for data and insights requests, creating dashboards and reports for various groups. 
• Develop and maintain business insights reporting/performance dashboards to aid strategic and tactical decisions. 
• Identify improvement opportunities through data analysis and business engagement. 
• Support the ideation and deployment of improvement solutions, including benefit identification and realisation. 
• Optimise workforce planning to ensure service delivery functions meet strategic success measures. 
• Develop and deliver training programs for customer-facing channels and provide ongoing support to frontline teams. 

Qualifications:

• Proven experience in service delivery management and customer-focused/shared services environment. 
• Strong leadership and team management skills. 
• Excellent analytical and problem-solving abilities. 
• Excellent communication and interpersonal skills. 
• Strong stakeholder management experience. 
• Knowledge of industry standards and best practices. 

Essential Requirements: 

• You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. 

Closing Date: 28 Feb 2025 11:59pm AEST. 

Please advise if you require any adjustments to actively participate in the application and recruitment process. Please contact Angela.Nguyen@sydneywater.com.au for any further information. 

Dive into Our Great Benefits! 

Competitive Compensation: We’ll ensure that your skills and contributions are valued and rewarded appropriately. 

Hybrid Work Environment: We offer a hybrid work model that balances remote work and office collaboration, supporting our team's productivity and well-being. 

Continuous Professional Growth: We will invest in your career with leadership and development programs to propel your success. 

24/7 Wellbeing Support: Access for you and your family to free and confidential mental health and general health support through our EAP portal. 

Discounted Private Health Insurance: Unlock affordable access to top-tier health coverage with our discounted insurance plans. 

Family First: Prioritise your family with up to 18 weeks of fully paid parental leave and a generous childcare allowance. 

Fitness Passport: Achieve your physical fitness goals using our Fitness Passport, granting you access to a multitude of gyms and pools across NSW. 

Novated Leasing: Get in the driver's seat of your financial future with our novated lease options. 

Working at Sydney Water 

We welcome and encourage applications from diverse backgrounds, including Aboriginal and Torres Strait Islander people, LGBTQIA+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veterans. 

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a Live Hire talent profile in our Talent Community. 

We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with Live Hire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application. Please note as part of the application process, you will be asked to undergo background checks which includes a criminal history check. 

Please see the position description for the role’s full accountabilities.