Manager - Service Delivery and Insights

Working in tech at Australia Post is where innovation and problem solving meets great people and agile working. You’ll work with bright people on building and maintaining products and services that you and every other Australian get to benefit from every day. Whether you’re working from our modern office or your one at home, you’ll be part of a culture of collaboration and connection, making long-lasting impact right across Australia.

About the opportunity
The Service Delivery & Insights Manager leads the operational capability supporting the planning, governance, performance and continuous improvement of testing, quality and non-production environment services across Australia Post Technology. The role brings together insights across demand, capacity, service performance, cost, vendors, environment readiness and operational risk to support prioritisation and informed decision-making. The role also leads and develops Service Delivery & Insights specialists, with accountability for prioritisation, coaching, performance and capability development. Vendor management activities including service reviews, performance management and commercial governance are part of this role.

You’ll also 

• Define and lead the Service Delivery & Insights operating approach, service catalogue, planning cadence and capability roadmap aligned to EQTES business priorities.
• Establish consistent planning, reporting and operating routines across Testing Delivery Services, Quality Engineering, Environment & Test Data Services and Quality Portfolio Management.
• Create and maintain a single enterprise view of delivery health, demand, capacity, service utilisation, environment readiness, quality outcomes and operational risk.
• Manage demand, capacity and utilisation reporting across EQTES services to support forward planning, prioritisation and effective use of resources.
• Lead governance forums, service reviews and reporting routines that support prioritisation, decision making, investment planning and accountable delivery.
  

About you 

We’re looking for a strong collaborator and relationship builder who can work across Testing, Quality Engineering, Environment Services, Portfolio Delivery, Engineering, Release, Operations, Finance and Procurement, while building effective partnerships with managed service providers, technology vendors and enterprise tooling and advisory partners.

You’ll also need 

• Significant experience leading business operations, technology operations, service delivery, PMO, governance, reporting or delivery assurance functions.
• Proven experience establishing operating rhythms, executive reporting, performance measures, governance routines and management dashboards.
• Background managing complex service delivery functions across multiple teams, stakeholders and vendors in large enterprise technology environments.
• Strong capability in KPI design, reporting & operational analytics, using tools such as ServiceNow & Power BI.
• Understanding of technology delivery, service operations and continual improvement, with experience in reporting, analytics and operational performance frameworks.

What else is in it for you?

• Flexible and hybrid working arrangements, like the opportunity to work from home two days per week
• Opportunities for growth and development through formal programs or mentorship
• Exclusive team member discounts and offers for more cash in your pocket, evolving policies for flexible working, leave types and access to health and wellbeing resources

All walks, one route

It takes a lot of us to deliver for every Australian – and it’s important to us that our people behind the parcels reflect the people receiving them. We come from all walks. Different backgrounds, different ages, different genders, different sexualities and different abilities, but we all believe in the same purpose.

We welcome people all ages, genders and backgrounds – including Aboriginal and Torres Strait Islander peoples, people with disability, LGBTQIA+ communities, and refugees. We’re a Disability Confident Recruiter, committed to making our hiring process and workplace inclusive and barrier-free. We’re also working hard to remove bias and build a gender-equitable experience for everyone who joins us. If you’ve got questions about accessibility, reach out to our Diversity & Inclusion team at inclusivecareers@auspost.com.au or on 03 8737 9415.