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Manager Service Change & Communications (Vro6)

VicRoads - Ballarat Central, VIC

Source: uWorkin


At VicRoads, we make peoples’ lives better, through journeys that are safe, reliable, efficient and sustainable, judging our performance by our customers’ experience. We work by caring about people, communities and making their lives better, sharing with each other to have greater impact through our collective effort, and daring to seize opportunities and take on tough challenges. These themes shape the way we plan, consult and deliver with Victorians every day.

Manager Service Change & Communications

  • Annual Salary Range: $144,514 - $175,823 + super
  • Tenure: Ongoing
  • Employment Type: Full time
  • Usual Work Location: Ballarat GovHub
  • Work with a team that values collaboration, innovation and exceptional customer service.
  • Join an organisation that prides itself on diversity of people and thought.

Job Summary:

Working within the Customer Experience and Service Operations Team the Manager Service Change & Communications' focus are the change readiness, communications, project management, and organisational integration activities across Registration & Licensing Customer Services.
Leading a Team of change and communications specialists, the Manager Service Change & Communications is responsible for delivery of change initiatives that achieve intended organisation benefits in a manner that is proactive, seamless, sustainable, and engaging for customers and staff.

Essential Functions:

  • Manage the engagement of internal and external stakeholders to ensure appropriate readiness activities are undertaken to deliver service change
  • Lead and develop a team of specialists focused on delivering best practice communications, project management, and change readiness services.
  • Exercise independent judgement to manage the co-ordination and support for the transition and change management activities for service delivery changeManage communications across R&L Customer Services, ensuring alignment with wider organisational communication strategies.
  • Keep abreast of and respond to emerging issues internally and externally to identify ongoing improvements and adaptations to service delivery and facilitates implementation of continuous improvement for Customer Services
  • Exercise independent judgement in working with other partnering business areas to ensure alignment with R&L policy and regulations, technical solutions architecture, service support practices and corporate marketing and branding


  • Experience relevant to the capabilities of the role
  • Qualification in business, change management, project management or another relevant field
  • Demonstrable experience in leading change activities
  • Ability to work effectively in a team oriented, high demand, and fast paced environment.
  • Ability to maintain a high level of confidentiality and work with highly sensitive data and information.
  • Communication skills to effectively engage with various levels of management, staff and external contacts.
  • A current and valid driver licence

The ideal candidate will have a change management, communications and/or project management background within a contemporary multisite, multimedia customer service environment.

We are looking for strong interpersonal, negotiation, communication and problem resolution skills.

We believe in recruiting the best people and empowering them to do their best work.

If fresh thinking and a passion to achieve inspires you, then this is an excellent opportunity to take your career to the next level in a highly regarded organisation. We want someone, who is willing to grow with our business and be a well-rewarded and highly valued member of our long serving and close-knit team.

For further information about this role please contact Jason Metcalfe on 0417 960 983.

Preferred applicants may be subject to pre-employment checks. Information provided to the Department of Transport will be treated in the strictest confidence.