We are recruiting for two (2) Service Delivery Manager positions within our Language Services branch. As our branch modernises its operating model, implements digital solutions, and builds sustainable interpreter and translator capacity, these roles will play a critical part in ensuring reliable, high-quality, whole-of-government language services.
Stream 1: Service Delivery Manager – Workforce Demand and Capacity
This role leads workforce planning, demand forecasting, and performance routines for the casual and in-house interpreter and translator workforce. You will ensure the branch maintains sufficient, available, and appropriately skilled workforce capacity to meet current and future service demands across languages and delivery channels.
Primary Responsibilities:
Develop workforce demand and supply profiles, analysing language trends, allocation outcomes, and emerging client requirements
Oversee and manage casual pool performance, quality, availability, and operational communications
Work with executive leaders to translate data insights into recruitment, onboarding, training, and capability priorities
Create actionable dashboards tracking active availability, fill rates, high-demand languages, and unmet request trends
Lead and mentor workforce administration and coordination staff to ensure smooth operational processes
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Stream 2: Service Delivery Manager – Planning and Coordination
This role manages end-to-end operational delivery capacity to ensure internal resources (in-house interpreters, translators, court interpreters, and senior practitioners) are effectively allocated, utilised, and supported across priority client sites, court services, and translation channels.
Primary Responsibilities:
Manage daily and forward-looking assignment of in-house practitioners to maximize internal capacity and maintain continuity
Plan block assignments, court coverage, and priority-site resourcing to improve quality, utilisation, and cost-effectiveness
Liaise with key client groups (including court and government agency stakeholders) to manage feedback, quality expectations, and service issues
Provide internal capacity and utilisation data to inform broader casual pool planning and address service hot spots
Lead and develop Service Hub staff and specialist professional delivery staff to foster a high-performing, culturally responsive service culture
Key Selection Criteria (Common Across Both Roles)
Demonstrated background in operational resourcing, workforce planning, or service delivery management within a high-volume or time-critical environment
Proven ability to leverage data, performance metrics, and insights to solve operational challenges, increase fill rates, or enhance service quality
Experience coaching, developing, and managing teams delivering operational support or professional services
Excellent communication skills with the capability to collaborate across operational, corporate, and client-facing stakeholder groups
Understanding of multiculturalism and language service provision (or the clear ability to acquire this knowledge rapidly)
If this role sounds like you please apply now for immediate consideration.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
experience
4 years
