Digital Service Centre Supervisor

Location

Brisbane, Sydney, Canberra, Hobart, Melbourne, Adelaide, Perth

About the Commission

The Aged Care Quality and Safety Commission is the national regulator of Australian Government-funded aged care services. We protect and enhance the safety, health, wellbeing, and quality of life of people receiving aged care. This includes managing complaints and feedback about the care older people receive. We help build confidence and trust in aged care by promoting best practice and a culture of safety and quality in the sector. We register providers and hold them to account if they don't meet expected standards of care. We work with providers, workers, older people, their families, and supporters to ensure they understand and uphold older people's rights.

About the Role

The Digital Service Centre Supervisor is responsible for the operational management of the Digital Service Centre team, ensuring consistent delivery of high quality digital support to Commission staff. The role leads service improvement initiatives, using data and performance insights to drive continuous enhancement of processes, knowledge management, and service delivery practices. In addition, the Supervisor manages reporting requirements across the Digital Group, providing visibility into service performance, trends, and opportunities for improvement.

Position Duties

• Lead and support the Digital Service Centre team to deliver consistent, high quality services including workload coordination and performance management.
• Work closely with the Assistant Director to uplift the team's capability and operational effectiveness by identifying and leading continuous improvement initiatives, projects, or other activities as directed.
• Assist with the implementation of new technologies, tools or work practices within the Digital Service Centre and beyond as required.
• Manage and/or contribute to regular reporting requirements, providing clear visibility of performance, demand for support, and make recommendations to improve service delivery outcomes.
• Undertake supervisory and corporate management responsibilities, ensuring completion of workforce governance activities such as probation and performance agreements, leave management, and compliance with organisational expectations.
• Demonstrate a strong ability to communicate effectively with colleagues and stakeholders, including Directors and Senior Executive Staff.

Position Eligibility Requirements

Mandatory

• Minimum of two (2) years recent experience leading and supporting a technical Service Centre team, or experience commensurate with a strong working knowledge of the Commission's operating environment and demonstrated people management experience.
• Demonstrated understanding and experience in overseeing Service Centre support operations ensuring workloads, service standards and priorities are identified and managed effectively.
• Ability to lead capability uplift activities to support new or changing services, including managing operational impacts and maintaining service readiness.
• Ability to develop, analyse and interpret service performance data to support decision making and to guide priorities and continuous improvement activities.
• Demonstrated verbal, written and interpersonal communication skills.
• Demonstrated capacity to work effectively both independently and collaboratively whilst maintaining a positive outlook and proactive approach.
• Eligibility to obtain and maintain a baseline security clearance.

Highly Desirable

• Completion of ITIL 4 Foundations certification.
• Tertiary qualification or equivalent experience in ICT, Service Management, or related fields.
• Familiarity with ITSM platforms (e.g. ServiceDesk Plus, ServiceNow).

Position Notes

• Salary offered will be between $99,784 and $112,571 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.
• Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, visit
• Non ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.
• Merit Pool established through this selection process may be used to fill this or future ongoing or non ongoing vacancies.

Diversity and Inclusion

The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff. The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan. The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers.

RecruitAbility

RecruitAbility applies to this vacancy. Under RecruitAbility you will be invited to participate in further assessment activity for the vacancy if you choose to apply under RecruitAbility; declare you have a disability; and meet the minimum requirements for the position. For more information, visit

Further Information

For further information about the Quality Commission, office locations and other related resources, please visit . For more information on the Australian Public Service, please visit and