The key duties of the position include:

The Role

We have an APS 5 Service Delivery Team Leader (SDTL) vacancy in our Customer Service Centre located in Townsville - QLD. 

Are you ready to lead with purpose and impact? 

We’re looking for leaders who: 

• Build strong relationships and foster collaboration across diverse teams and stakeholders. 
• Drive outcomes through proactive problem-solving, accountability, and a focus on continuous improvement.
• Lead with integrity and courage, navigating complexity and change with resilience and clarity. 
• Empower others by creating a positive, inclusive culture that supports performance, development, and innovation. 
• Thrive in high-tempo environments, balancing strategic priorities with operational delivery across a geographically dispersed team. 
• Champion Defence’s mission, bringing commitment, curiosity, and a service mindset to everything they do. 

As a Team Leader, you will lead a team of Service Delivery Officers (SDOs) who support Level 1 helpdesk customer queries by phone, email with limited face-to-face. Customers include current and former ADF members and their families, Reservists, APS staff, industry and the general public. 

You will coach and support your team, setting clear goals for growth, and manage performance. You will provide pastoral care, promote staff well-being and personal development. You will create a respectful, inclusive workplace where your team can thrive. 

As part of the leadership team, you will be responsible for your team delivering high quality service in a fast-paced, changing environment. To do this, you will proactively work under limited direction to manage daily operations, organise workflows and make decisions within your area. You will provide quality advice based on legislation, policy, and procedures. 

Key Responsibilities:

• Lead and support a team of Service Delivery Officers to deliver customer-centric service across multiple channels. 
• Analyse individual and team performance, give timely, tailored feedback, and set clear development goals to help your team succeed. 
• Demonstrate critical thinking by considering policy, processes, legislation to make fair, informed decisions. 
• Investigate issues, analyse data and information, recommend improvements and solutions to continuously enhance service delivery. 
• Engage with internal and external stakeholders to support service delivery, resolve issues and achieve outcomes. 
• Contribute to continuous improvement and professional development. 

We need motivated leaders who are capable of making a real impact. If you’re committed to helping people achieve their full potential, and energised by improving how team's work and support customers, we encourage you to apply. 

Site Responsibilities: 

You will supervise teams in multiple locations across Townsville and Cairns. You must be available to travel and work across these locations as required.

Defence roles cover a diverse range of workplace environment requirements. These may include physical tasks or working in conditions that are not typical of an office environment. Candidates should consider these requirements when assessing their suitability for the role. For more information, please contact the nominated contact officer.

Computer Use, Generic screen based, sitting at desk, Works in a call centre environment, Works in a customer service environment.

About our Team

We’re part of the Security and Estate Group (SEG) - the team that develops and maintains Defence’s estate and delivers essential services and security across the organisation. 

Our Customer Service Centres are part of the Defence Customer Service Network, supporting a wide range of Level 1 customer queries. These are 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, and contractors - to focus on their mission. 

We’re 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’ll take on new challenges, contribute to meaningful work, and be part of a team that’s always adapting and progressing. 

If you are looking for your next leadership opportunity, you’ll find a place here where your ideas are valued, your growth is supported, and your work makes a real difference.

Our Ideal Candidate

We are proud of our positive, collaborative and supportive workplace culture. We value teamwork, respect, and inclusion - and we’re looking for leaders to contribute to the culture we’ve built together. 

We’re seeking capable, motivated leaders who bring experience, energy, and a commitment to helping others succeed. 

We are looking for leaders who can: 

• Lead, support and mentor teams in a fast-paced service delivery environment. Understands how their work connects to broader organisational goals and helps their team understand priorities. 
• Use strong communication, organisation and negotiation skills to build trust and influence positive outcomes. 
• Work respectively and effectively with a wide range of stakeholders including ADF and Defence personnel, contractors and APS stakeholders. 
• Think critically to proactively identify issues and offer solutions, contributing to continuous improvements in service delivery and ways of working. 
• Understand and applies policies, legislation and procedures to deliver practical, people-centric outcomes. 
• Anticipate stakeholder needs and proactively take steps to meet expectations. 
• Plan ahead, manage competing priorities, and adapt quickly during change. Supports others through challenges. 
• Show resilience and accountability, taking ownership for quality, timeliness and delivery of results. 
• Commit to ongoing learning, including on-the-job training and building and maintain product knowledge and customer service skills. 
• Self-drive travel between different sites and locations will be required; candidates will need a current Driver's Licence. 

If this sounds like you, you do not need previous APS experience to apply. If you are looking for a role where no two days are the same, engage with the Contact Officer to discuss further. 

In turn, we will:

• Provide a competitive salary that increases over time as part of the Defence Enterprise Collective Agreement and performance progression processes;
• Support your future by contributing 15.4% Superannuation, well above the national mandate of 12%;
• Provide opportunity for Flexible Working Arrangements;
• Offer a diverse range of funded development opportunities that will help you grow professionally;
• Provide generous leave opportunities including annual leave, sick and carer’s leave, one additional day per year as part of the Defence Enterprise Collective Agreement and access to additional leave over the end of year reduced activity period (also referred to as Christmas stand down);
• Provide access to a number of Health, Wellbeing, Diversity and Inclusion networks;
• Provide free access to Defence gyms (available at most Defence establishments);
• Provide access to Defence messes with subsidised meals;
• Provide access to free onsite parking (available at most Defence establishments);
• Additional Remote Localities Benefits – including District Allowance (currently between $1,450.00 - $2,860.00 – dependent on personal circumstances) and Assisted Leave Fares Allowance (currently $598.00 – dependent on personal circumstances), and Additional Annual Leave. 

Eligibility

Security Clearance:

Applicants must be able to obtain and maintain a security clearance at “Baseline Vetting” level.

Getting to know the Department of Defence

The Department of Defence employs around 18,000 Australian Public Service (APS) employees. Defence APS employees work in a wide variety of critical roles, Australia wide, enabling our three services Navy, Army and Air Force, to do their job. Defence has a range of Australian Public Service (APS) career opportunities that offer interesting, challenging, and unique work. Our workforce includes administrative support, accountants, intelligence analysts, engineers, policy advisors, graphic designers, lawyers, social workers, IT specialists and contract managers to name a few. We offer a rewarding career that includes professional development, work-life balance, recognition, a flexible and supportive work environment and a diverse workforce. To find out more about a career with Defence please visit https://www.defence.gov.au/jobs-careers