Senior Service Delivery and Support Officer provides specialist advice and leadership in the delivery of work expense services under the Parliamentary Business Resources (PBR) framework. The role manages complex matters, supports consistent decision-making, and contributes to the delivery of high-quality, client-focused services, while helping drive continuous improvement, stakeholder engagement and effective stewardship of public resources

- Assess and resolve parliamentary work expense claims, enquiries and complex case matters.
- Provide advice and guidance on the Parliamentary Business Resources (PBR) framework, legislation and policy.
- Manage escalated enquiries and negotiate solutions with clients and stakeholders.
- Liaise with internal and external stakeholders to achieve positive service delivery outcomes.
- Apply judgement and discretion to interpret requirements and determine appropriate actions.
- Prepare correspondence, reports and other documentation on operational and complex matters.
- Monitor work quality, service standards and identify opportunities for improvement.
- Analyse customer feedback and operational information to support continuous improvement.
- Contribute to the development and review of procedures, guidance material and business processes.




- Build and maintain productive stakeholder relationships and represent the team as required.
- Support team capability, knowledge sharing and delivery of business priorities

The APS Work Level Standards outline the expectations and capabilities required at each classification level. We are seeking candidates who can demonstrate capability across the following areas:
- Leadership and accountability
- Managing diversity and complexity
- Stakeholder engagement and relationship management
- Operating within the job context and setting
- Independence, judgement and decision-making

For further information on these capabilities and the role requirements, please review the Candidate Information Pack available on the Independent Parliamentary Expenses Authority (IPEA) website.

This is a designated security assessed position. The successful applicant will be required to have or obtain and maintain a security assessment at the Baseline level.

Your completed Personal Particulars Form, along with your pitch and resume should be emailed to: [email protected].

The Personal Particulars Form can be found on the Working at IPEA page on the IPEA website.

📌 Senior Service Delivery and Support Officer (Australia)
🏢 Independent Parliamentary Expenses Authority
📍 Australia