Service Support Manager jobs

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.

Consumer Affairs and Local Government

We are responsible for policy development, regulatory design and administration, system and program design, and the delivery of services in the best interest of Victorians, Our work spans across both the Consumer Affairs and Local Government ministerial portfolios. We work together to identify strategic priorities, drive system and regulatory reform and coordinate our department's emergency management responsibilites to improve practical outcomes for the community.

About the Role

The Operations Support Manager provides operational support and technical experience to enable the effective functioning of I&C. The role is responsible for supporting the delivery of investigations through quality assurance practice within the branch, including reviewing of briefs of evidence, developing and maintaining investigative policies, procedures and guidance documents, developing continuous improvement initiatives and providing development and maintenance of investigator’s skill base. The Operations Support Manager will work closely with the Operations Manager to ensure effective workforce planning and optimisation of workloads.

It is expected that the Operations Support Manager will be experienced in conducting administrative, civil and criminal investigations using best practices and preparing briefs of evidence.

Key Accountabilities

• Lead and manage operational support services for I&C, ensuring day-to-day business functions run effectively and efficiently.
• Contribute to the management of the I&C’s quality assurance framework to ensure consistent processing and decision making across all I&C teams, including reviewing briefs of evidence and other investigative documents.
• Contribute to the development and maintenance of I&C’s operational policies and procedures, guidance documents and templates to ensure effective and efficient investigative practice.
• Review and improve administrative and operational processes, systems and controls to strengthen efficiency, compliance and service quality.
• Provide specialist professional advice relating to all aspects of investigative process, application of relevant policies and procedures as well as legislation administered by Consumer Affairs Victoria.
• Contribute as required to the management of I&C’s operational personnel including recruitment, induction, performance planning and assessment, and ongoing coaching and development of investigators so that the operational teams deliver the capabilities required by I&C’s operating model and process architecture.
• Contribute to and support I&C’s workforce management practice, incorporating recognised scheduling principles and disciplines so as to utilise resources efficiently and effectively.
• Contribute to the performance management processes to ensure appropriate visibility of team and individual performance relative to agreed expectations and indicators.

Mandatory requirements

• Certificate IV (Government Investigations) is essential.
• Minimum five years investigative experience or enforcement experience is essential.
• Demonstrated experience managing teams in a regulatory environment is desirable.

This role is an ongoing position. This position is only open to applicants with relevant rights to work in Australia.

For more information, please see the

How to apply

Apply before the advertised closing date 11:59pm on Thursday, 05 November 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.

Apply now

Posted