Digital Service Centre Supervisor

About the Aged Care Quality and Safety Commission

The Aged Care Quality and Safety Commission is the national regulator of Australian Government-funded aged care services.

We protect and enhance the safety, health, wellbeing, and quality of life of people receiving aged care. This includes managing complaints and feedback about the care older people receive.

We help build confidence and trust in aged care, by promoting best practice and a culture of safety and quality in the sector. We register providers and hold them to account if they don’t meet expected standards of care.

We work with providers, workers, older people, their families, and supporters to make sure they understand and uphold older people’s rights.

Meet some of our people and learn more about the Commission and our Regulatory Strategy on our website www.agedcarequality.gov.au

About the Role

The Digital Service Centre Supervisor is responsible for the operational management of the Digital Service Centre team, ensuring the consistent delivery of high-quality digital support to Commission staff. The role leads service improvement initiatives, using data and performance insights to drive continuous enhancement of processes, knowledge management, and service delivery practices. In addition, the Supervisor manages reporting requirements across the Digital Group, providing visibility into service performance, trends, and opportunities for improvement.

Position Duties

• Lead and support the Digital Service Centre team to deliver consistent, high-quality services including workload co-ordination and performance management
• Work closely with the Assistant Director to uplift the team’s capability and operational effectiveness by identifying and leading continuous improvement initiatives, projects or other activities as directed
• Assist with the implementation of new technologies, tools or work practices within the Digital Service Centre and beyond as required
• Manage and/or contribute to regular reporting requirements, providing clear visibility of performance, demand for support, and make recommendations to improve service delivery outcomes
• Undertake supervisory and corporate management responsibilities, ensuring the completion of workforce governance activities such as probation and performance agreements, leave management, and ensure compliance with organisational expectations
• Demonstrate a strong ability to communicate effectively with colleagues and stakeholders, including Directors and Senior Executive Staff

Position Eligibility Requirements(Selection Criteria)

Mandatory

• Minimum of two (2) years recent experience leading and supporting a technical Service Centre team, or experience commensurate with a strong working knowledge of the Commission’s operating environment and demonstrated people management experience
• Demonstrated understand of, and experience in overseeing Service Centre support operations ensuring workloads, service standards and priorities are identified and managed effectively
• Ability to lead capability uplift activities to support new or changing services, including managing operational impacts and maintaining service readiness
• Ability to develop, analyse and interpret service performance data to support decision-making and to guide priorities and continuous improvement activities
• Demonstrated verbal, written and interpersonal communication skills
• Demonstrated capacity to work effectively both independently and collaboratively whilst maintaining a positive outlook and proactive approach
• Eligibility to obtain and maintain a baseline security clearance.

Highly Desirable

• Completion of ITIL 4 Foundations certification
• Tertiary qualification or equivalent experience in ICT, Service Management, or related fields
• Familiarity with ITSM platforms (e.g. ServiceDesk Plus, ServiceNow)

Position Notes

• Salary offered will be between $99,784- $112,571 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.
• Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit www.apsc.gov.au/citizenship-aps
• Non-ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.
• Merit Pool established through this selection process may be used to fill this or future ongoing or non-ongoing vacancies.

In your application, please provide a statement of claims against the position eligibility requirements (selection criteria) in no more than 600-words, including what strengths you would bring to the role, and a copy of your CV.

• Please complete the application and submit by 11.30pm (AEST) Monday 13 July 2026.
• Follow our guidelines for candidate use of Artificial Intelligence (AI) throughout the recruitment process.

Please contact our recruitment team on (02) 9633 3262 or ***email_hidden*** for assistance with accessing our website or with lodging your application.

Specific questions about the roles can be directed to Marty Day by emailing

[email protected] with Position title in the subject line.