Service Delivery Team Leader – Department of Defence
📌 Vacancy Fact Sheet
- Reference Number: VN-0770648
- Agency: Department of Defence
- Job Title: Service Delivery Team Leader
- Position Number: SEG/03347/26
- Classification: APS Level 5
- Closing Date: Monday 20 July 2026
- Job Type: Full-Time, Ongoing
- Location: Hobart TAS
- Future Merit Locations: Hobart
- Salary: $89,841 – $96,829
- Office Arrangement: On Site (Defence is committed to supporting workplace)
About Department of Defence
Our Hobart contact centre is part of the Defence Customer Service Network, supporting a wide
range of Level 1 customer queries in a call centre environment. These include everyday questions
like pay, travel, and entitlements, which we resolve using clear guidance, system tools, and
escalation pathways.
We play a key role in supporting Defence capability by delivering seamless, reliable services that
allow our customers – including ADF members, APS staff, contractors and the public – to focus on
their mission.
We are a high-tempo, growth-oriented team that values collaboration, accountability, continuous
learning and improvement. One of the best parts of the role is the variety – no two days are the
same. You will take on new challenges, contribute to meaningful work, and be part of a team that
is always adapting and progressing.
Our Ideal Candidate
We are seeking capable, motivated people who bring experience, energy, and a commitment to
helping others succeed.
We are looking for leaders who can:
Support and mentor teams in a fast-paced service delivery environment.
Understand how their work connects to broader organisational goals and help their team
understand priorities.
Use strong communication, organisation and negotiation skills to build trust and influence
positive outcomes.
Work respectfully and effectively with a wide range of stakeholders including ADF and
Defence personnel, contractors and the public.
Think critically to proactively identify issues and offer solutions, contributing to continuous
improvements in service delivery and ways of working.
Understand and apply policies, legislation and procedures to deliver practical, people-centric
outcomes.
Commit to ongoing learning, including on-the-job training and building and maintaining
product knowledge and customer service skills.
If this sounds like you, please engage with the Contact Officer to discuss further.
Duties
- The Role
- The APS 5 Service Delivery Team Leader within the Directorate of Customer Access Management
- (DCAM) is responsible for managing a team of APS 3 Service Delivery Officers (SDOs) providing
- 1800DEFENCE services from our call centre in Hobart.
- The APS 5 Service Delivery Team Leader is accountable to deliver:
- Supervision and administration of multiple APS3 Service Delivery Officers in a contact centre
- environment.
- Quality monitoring, including review and assessment of calls and email interactions.
- Regular and ad hoc staff coaching and mentoring.
- Product training and familiarisation.
- Maintain CSN wide technical and product knowledge to support staff and provide surge
- support as required.
- Conduct regular team meetings to share both network and Defence wide changes and
- developments relevant to the Customer Service Network (CSN).
- If you are committed to helping people achieve their potential, and energised by improving how a
- team works and supports its customers, we encourage you to apply.
Eligibility / Notes
- Security Clearance:
- Applicants must be able to obtain and maintain a security clearance at “Baseline Vetting” level.
How to Apply
Position Contact Charles Bradshaw, 02 6453 4531
Agency Recruitment Site https://defencecareers.nga.net.au/?jati=9253B856-A967-86E1-4623-ED0AAF0B7A
Applicants to vacancies notified in all formats of the electronic Public Service Gazette should be aware:
that the names of successful applicants will also be notified in all formats of the electronic Public Service Gazette
applicants found suitable may be offered similar employment opportunities by other Australian Public Service agencies
Defence Vacancy