Manager - Frontline Services

Agency Department of Logistics and Infrastructure Work unit Customer Service - Frontline Services

Job title Manager - Frontline Services Designation Senior Administrative Officer 1

Job type Full time Duration Ongoing

Salary $132,408 - $147,919 Location Darwin

Position number 34919 RTF 349358 Closing 15/06/2026

Contact officer Petra Holgate, A/Director on 08 8999 3156 or ***email_hidden***

About the agency https://dli.nt.gov.au/homepage

Apply online https://jobs.nt.gov.au/Home/JobDetails?rtfId=349358

APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR

TERTIARY QUALIFICATIONS.

Information for applicants – inclusion and diversity

The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates

people with disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment process or

job, please discuss this with the contact officer. For more information about applying for this position and the merit process, go

to the OCPE website.

Primary objective

Provides strategic leadership to ensure efficient, customer-focused delivery of NT driver licensing, vehicle registration and driver

safety education programs and leverages data for continuous improvement, staff development, and service innovation.

Context statement

Frontline Services delivers customer-focussed transactional and educational services relating to driver licensing, vehicle registration

and driver education programs throughout the Territory. Services are provided via Motor Vehicle Registry (MVR) offices, third-

party agents, a contact centre and online platforms. DriveSafe offers licensing and registration education to residents aged 16 and

over, including outreach to remote and Aboriginal communities.

Key duties and responsibilities

1. Provide high-level analysis and strategic advice on MVR’s customer service delivery, ensuring best practice, customer-centric

and efficient regulatory services are delivered in a timely manner across the NT.

2. Manage the DriveSafe program, providing driver licensing education and ensuring service delivery across the NT.

3. Lead, design, and manage the implementation of projects to modernise service delivery in line with Government priorities, using

transactional data, customer feedback and best practice trends aligned with strategic goals.

4. Manage a high-performing, multi-site team to maintain consistent quality and customer satisfaction by fostering development,

collaboration, and multi-skilling for a flexible, customer-oriented workforce.

5. Implement and monitor customer centred and innovative strategies to meet key performance indicators, reduce wait times,

streamline services, and enhance service efficiency.

6. Exercise delegation as a Deputy Registrar of Motor Vehicles to ensure compliance with regulatory requirements and use

discretionary powers in an objective and impartial manner.

7. Build and maintain internal and external stakeholder relationships to facilitate service delivery and represent the Department

at meetings and forums on driver licensing, vehicle registration and driver safety education.

Selection criteria

Essential

1. High level leadership skills, with proven ability to manage a team with emphasis on quality service delivery, team building and

developing a learning culture in a regulatory environment.

2. Demonstrated ability to appropriately interpret and apply legislation and contribute to the development of policy and

procedures with regard to the needs of all stakeholders.

3. Demonstrated high-level written and oral communication skills, adept in engaging with stakeholders from varied backgrounds

and influencing senior executives and staff toward practical solutions.

4. Demonstrated competency in strategic, operational and financial planning and budget, project, risk and human resource

management, with the ability to drive continuous improvement through change management processes.

5. Familiarity with digital transformation and service innovation, including emerging technologies, online service platforms, and

customer experience design in a government context.

6. Proven experience in data analysis and service or performance evaluation with ability to provide quality reports to senior

management.

Desirable

1. Experience with driver licensing, vehicle registration and associated regulatory frameworks.

2. Tertiary education in transport, business management, public policy, public sector management, leadership or related field.

Further information

The successful applicant may be required to provide a National Police Criminal History Check prior to commencement. The

successful applicant must be able and willing to travel by air and 4WD to remote communities.