Victorian Managed Insurance Authority (VMIA)
Job Title–Head of Service and Delivery Practice
Work Type–FullTime, Ongoing
Salary Range – $249,139 - $276,833(totalremunerationpackage inclusive of super)
About the role
As theHead of Service and Delivery Practice, you will lead the operational execution and client service enablement function for VMIA's Risk, Insurance and Claims Solutions division. Reporting to the Chief Insurance Officer,you'llensure operational processes, systems and reporting frameworks enable efficient,compliantand customer-focused service delivery.
This is a strategic leadership role whereyou'lldrive operational excellence, digital enablement and continuous improvement while leading a high-performing team.You'llwork across the organisation to strengthen service delivery, enhance clientoutcomesand ensure robust governance, riskmanagementand financial integrity.
Key responsibilities
Lead operational execution and client service enablement across the business, driving efficient, high-quality service delivery.
Improve operational processes and embed digital solutions to enhance productivity, clientexperienceand reporting capabilities.
Oversee operational governance, underwriting administration, policy renewals, risk programadministrationand reinsurance documentation.
Manage supplier contracts, service levelagreementsand budgets to ensure value,complianceand effective resource utilisation.
Lead the Service & Delivery Practice team, fosteringhigh performance throughcapability, collaboration,innovationand continuous improvement.
Drive strategic planning and contribute to VMIA's organisational strategy and leadership initiatives.
Ensure strong governance,complianceand proactive risk management across all operational activities.
Champion a positive workplace culture that prioritises safety, wellbeing,accountabilityand client outcomes.
Who you work with
You will report directly to the Chief Insurance Officer and lead the Service & Delivery Practice team. In this highly collaborative role,you'llwork closely with colleagues across the Risk, Insurance and Claims Solutions division, including the Product Centre, Claims Practice, Infrastructure & Energy Practice,



Government Sector Practice and Health Sector Practice.You'llalso partner with internal corporate functions across VMIA, as well as external service providers and suppliers, to ensure the effective delivery of services, drive operational excellence and deliver positive outcomes for clients.
What we are looking for
We're looking for an experienced operational leader who combines strategic thinking with strong execution capability.You'llbring a passion for delivering exceptional client outcomes while leading teams through change and continuous improvement.
You'lldemonstrate:
Strong leadership with the ability to develop high-performing teams and build organisational capability.
Expertisein operational excellence, servicedeliveryand business process improvement.
Experience implementing digital tools, technology-enabled servicedeliveryand operational transformation.
Strong stakeholder engagement skills with the ability to influence across a complex organisation.
Commercial acumen, including budget management, suppliergovernanceand contract management.
A proactive approach to governance, compliance, riskmanagementand continuous improvement.
Excellent communication skills with the ability to build trusted relationships and drive collaboration.
A commitment to fostering an inclusive, purpose-driven culture aligned with VMIA's values.
Qualifications & Experience
Tertiary qualification in Business, Insurance, Risk Management, Actuarial Studies,Technologyor a related discipline.
Minimum10 years' experience in leadership roles with responsibility for operational service delivery.
Demonstrated experience leading technology-enabled service delivery and operational excellencetransformationinitiatives.
Proven success leading cross-functional teams, delivering organisationalchangeand driving business outcomes.
Experience within insurance or reinsurance products and processes.
Experienceoperatingin complex or public sector environments.




Experience delivering digital insurance solutions or product innovation initiatives.
Why join VMIA?
At VMIA, we believe diversity drives innovation. We are committed to creating an inclusive environment where everyone feels valued and empowered to contribute their unique perspectives.
We offer:
Flexwork:Hybrid working to support your best performance.
Parenting support:Generous parental leave(16weeks paid parental leave after six months of servicefor primary carers and4weeks for secondary carers).
Learning & Development:Annual investment($2,500)in your growth,in-house training, and LinkedIn Learning accessin addition.
Wellbeing:Wellness sessions, Employee Assistance Program (EAP), and ergonomic support.
Culture & Lifestyle: Iconic office location, volunteerleaveand life-stage support.
Other relevant information
Before starting at VMIA, preferred candidates will complete pre-employment screenings. These assessments may include:
Working Eligibility: Verification of your right to work in Australia.
Employment History: Confirmation of your past employment detailsincludingemployment dates and compensation.
Academic Credentials: Verification of your educational qualificationsto ensure they areaccurateand legitimate.
National Criminal History Check: A check for any criminal record, which may involve manual vetting by ACIC, potentially causing delays.
Pre-employment Misconduct Check: Used to verify the identity, integrity, andcredentials of potential employeesand verifies no past misconduct.
Financial Background Checks: Applicable for certain roles, such as Heads of Departments and Finance team members.
We value a collaborative work setting, so employees are expected to spendthemajority ofyour working week in the office.Candidates from interstatemust be willing torelocateto Victoria.
At VMIA, we are dedicated to fostering an inclusive workplace. We warmly welcome applications from people of all gender identities, Aboriginal and Torres Strait Islander peoples, individuals with disabilities, and those from culturally diverse backgrounds.
If you have any accessibility needs during the recruitment process, please let us know at ******.
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📌 Head Of Service Delivery And Practice (Melbourne)
🏢 Victorian Managed Insurance Authority
📍 Melbourne