Our client is a highly regarded organisation delivering critical services across NSW and is committed to providing responsive, high-quality support to diverse communities.
As demand for services continues to evolve, the organisation is investing in workforce planning, operational excellence and service modernisation to ensure sustainable service delivery and positive outcomes for customers and stakeholders. This is an opportunity to join an organisation with a genuine community focus while contributing to the ongoing improvement of an essential service.
About the Role
An exciting opportunity exists for an experienced Service Delivery Manager to lead workforce demand planning, capacity management and operational performance across a large and diverse service delivery workforce.
Reporting to senior leadership, you will be responsible for ensuring sufficient workforce capacity exists to meet current and future demand. You will analyse workforce trends, forecast resource requirements, identify capacity risks and implement initiatives that improve workforce utilisation, service efficiency and customer outcomes.
This is a highly visible leadership role that combines workforce planning, operational management, reporting, stakeholder engagement and continuous improvement.
Key Responsibilities
Lead workforce demand planning and capacity management activities.
Analyse workforce utilisation, service demand and operational performance to inform decision-making.
Develop and implement workforce capacity strategies that support service delivery objectives.
Identify workforce risks, shortages and capability gaps, and develop mitigation strategies.
Drive initiatives that improve workforce availability, service responsiveness and operational efficiency.




Manage and develop workforce coordination and support teams.
Build and maintain workforce reporting, dashboards and performance metrics.
Provide strategic recommendations to senior stakeholders regarding workforce planning and operational performance.
Work collaboratively across operational, customer-facing and corporate teams to optimise workforce outcomes.
Support business transformation, service improvement and organisational change initiatives.
Ensure workforce planning practices align with organisational goals and future service requirements.
The Successful Candidate
You are a workforce planning, service delivery or operations leader who thrives in a rapid-paced environment and enjoys balancing customer demand, workforce capability and operational performance.
You will be highly analytical, commercially minded and capable of translating data and operational insights into practical actions that improve service outcomes.
Demonstrated experience in workforce planning, workforce analytics, resource management or service delivery leadership.
Experience leading operational, scheduling, coordination or support teams.
Strong analytical capability with experience interpreting demand, utilisation and performance data.
Ability to identify workforce risks, service delivery challenges and improvement opportunities.
Proven experience implementing workforce planning or operational improvement initiatives.




Strong stakeholder management and influencing skills.
Experience preparing reports, dashboards and performance metrics for leadership teams.
Excellent communication, problem-solving and decision-making capability.
Strong people leadership experience, including coaching and team development.
Experience operating within high-volume service delivery environments.
Highly Regarded
Experience within government, customer service, contact centre, shared services or community-focused environments.
Familiarity with workforce management systems and resource planning tools.
Experience managing casual, contingent or distributed workforces.
Exposure to service transformation, operational excellence or process improvement initiatives.
Experience working within culturally diverse environments.
What's on Offer
Opportunity to lead a critical workforce planning and service delivery function.
High-profile role with exposure to senior leaders and strategic decision-making.
Meaningful work supporting the delivery of essential services.
Opportunity to influence workforce strategy, capacity planning and operational performance.
Collaborative and supportive leadership environment.
Genuine scope to drive service improvement and organisational outcomes.
Career development opportunities within a large and purpose-driven organisation.
Competitive remuneration package and flexible work arrangements.
Why Apply?
This role offers a unique blend of workforce strategy, service delivery leadership and operational management. It is ideal for someone who enjoys solving complex workforce challenges, using data to drive decisions and leading teams to deliver outstanding outcomes.
#J-*****-Ljbffr

📌 Service Delivery Specialist (Sydney)
🏢 Whizdom
📍 Sydney