About Us
The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone’s experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services. You can find out more about our Ministers, leadership and entities here: Department of Government Services. The Operations Group The Operations Group delivers frontline customer services to Victorians and the public service. It maintains the foundational digital infrastructure and platforms that support efficient, secure and reliable service delivery. The group uses industry-leading delivery principles for shared services and supports the development of sustainable and efficient whole-of-Victorian Government (WOVG) shared services. The Customer Care Division The Customer Care division is the heartbeat of our services to the Victorian public and direct link between the department and the people we serve. We operate a tiered support model incorporating contact centres dedicated to providing fast, empathetic and effective solutions across a range of channels including phone, email and digital chat. We are a data driven team that uses real customer feedback to help the rest of the department improve its products and services for Victorians.

About the Role
The Knowledge and Capability Manager is responsible for leading a small team to develop, deliver and support learning and development, knowledge sharing and employee capability uplift across our shared service offering to drive organisational performance.



This role will also support the onboarding of new services by liaising with internal and external stakeholders in the creation of content including knowledge articles, scripting, process mapping, training & continuous improvement. This role requires a motivated team player with excellent attention to detail, a solid ability to mentor and develop staff and ability to manage complex customer enquiries in a regulatory and legislative environment. Key Accountabilities
• Lead and manage the creation, development and continuously enhance knowledge management for shared services offerings to ensure information is of a consistently high standards and ensure high service standards.
• Develop strategies for knowledge sharing (including the online knowledge tool, other systems, documentation) and employee capability (training, talent management) to align with strategic goals.
• Monitor, review and advance the quality call coaching program and practices to measure professionalism, legislative knowledge, adherence to policy and procedures.
• Manage and maintain the feedback registry for all areas of the WOVG Contact centre and use this information to Identify process and procedure gaps and implement process improvements.
• Provide guidance and support the management team to develop quantitative performance reports, review staff learnings, identify areas for staff development and co-ordinate training and coaching of front line staff.



About You We are seeking applicants who have demonstrated experience from the following criteria:
• Knowledge Management and Capability Development
• Quality Assurance Frameworks and Continuous Improvement
• People Leadership and Development
• Strategic Planning and Continuous Improvement
• Stakeholder Engagement and Collaboration
• Analysis and Problem Solving Mandatory requirements
• Experience in a customer service or contact centre environment
• Experience managing knowledge management Systems in a contact centre environment
• Experience developing and implementing a quality framework within a contact centre environment Desirable
• A relevant qualification in training and development is desirable This role is an ongoing position. This position is only open to applicants with relevant rights to work in Australia. For more information, please see the Position Description.

How to apply
Apply before the advertised closing date 11:59pm on Sunday, 22 November 2026. All applications should include:
· a resume; and
· a cover letter which addresses the key selection criteria (within three pages). Other relevant information To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.

📌 Manager, Knowledge and Capability (Melbourne)
🏢 State Government Of Victoria
📍 Melbourne