General Manager Operations

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.   

About the 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 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 are a data driven team that uses real customer feedback to help the rest of the department improve it’s products and services for Victorians.  

About the Role  

Reporting to the Director, the General Manager is responsible for leading a large operational team to deliver high-quality customer and service outcomes aligned the DGS organisational priorities. The role provides strategic and operational leadership across service delivery functions. The General Manager drives operational performance through effective workforce leadership, resource management and continuous improvement initiatives.  

We have two GM roles available, one fixed term role till 26 March 2027 and one permanent, ongoing role.  Both positions lead teams located across Melbourne and Ballarat, with regular travel between sites required to support team engagement, collaboration and operational outcomes.   

As these are newly established teams, a minimum office attendance of three days per week will be required. This will support the development of strong team connections, a positive culture, and the establishment of high-performing ways of working 

Key Accountabilities 

• Lead and oversee the delivery of complex programs and operations, ensuring agreed performance, budget, quality, efficiency and risk management outcomes are achieved and sustained.  

• Provide strategic and operational advice to executives and senior leaders, translating frontline intelligence, performance data and emerging risks into clear options and recommendations to inform decision making.  

• Engage and influence senior internal and external stakeholders, managing competing priorities and dependencies while clearly articulating risks, issues and mitigation strategies through appropriate governance and forums.  

• Lead the implementation of approved strategies and reforms, ensuring disciplined execution, effective governance and coordinated delivery across multiple operational areas.  

About You   

To be successful in this role, you will need to possess the following attributes: 

• Drives a culture of quality by design where quality practices are embedded in the service and solution delivery process; 

• Uses strategic relationships and knowledge to predict and prepare for the impact of events on the organisation; understands the impact of external events and changing stakeholder needs on the organisation and government; 

• Senior Operational leader experience in a high-volume service delivery environment; 

• Understanding of the key principles of an efficient contact centre operation, including workforce management and data analytics; 

• Role models ethical leadership through decision making and interactions with people; creates an organisational culture that enables others to perform at their best and achieve outcomes for the organisation.  

This role 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 9 September 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.