Service Delivery Team Leader

About the role

MSS Security, one of Australia's leading security companies, is looking for a Service Delivery Team Leader. The position is primarily responsible for supervising the Regional Operations Centre (ROC) staff, acting as an escalation point for operations matters and supporting and training the team. It also involves delivering excellent customer service and building strong relationships with internal stakeholders.

Key responsibilities

• Oversee ROC staff, including recruitment, supervision, training and performance management.
• Handle call centre-type duties, overseeing employee rostering to ensure effective coverage, adherence to fatigue guidelines and compliance with client-specific requirements.
• Maintain live rostering in the system and update it as necessary.
• Review and update client site briefs so the data is accurate and up to date.
• Ensure service levels are met, resolving issues or non-conformances that could affect service quality.
• Prepare and maintain accurate reports for management.

Required profile

• Experience supervising teams and/or people management.
• Extensive experience and understanding of rostering and allocations with a health and safety focus.
• Ability to understand and interpret industrial instruments.

Required skills

• High computer literacy, including MS Office and exposure to rostering software or systems.
• Strong written and verbal communication, interpersonal and conflict management skills.

What we offer

• Free onsite car parking.
• Employee benefits including a Fitness Passport.

To apply, use the Apply button on the listing, which asks for a few simple questions and an uploaded CV.