Head of Service and Delivery Practice

Victorian Managed Insurance Authority (VMIA)
Job Title – Head of Service and Delivery PracticeWork Type – Full Time, OngoingSalary Range – $249,139 - $276,833 (total remuneration package inclusive of super)
Lead a high-impact function that drives operational excellence across Victoria's public sector insurer. As Head of Service and Delivery Practice, you'll shape strategy, lead a high-performing team, and enhance service delivery, digital capability and client outcomes while helping build a more confident and resilient Victoria.
About the roleAs the Head of Service and Delivery Practice, you will lead the operational execution and client service enablement function for VMIA's Risk, Insurance and Claims Solutions division. Reporting to the Chief Insurance Officer, you'll ensure operational processes, systems and reporting frameworks enable efficient, compliant and customer-focused service delivery.
This is a strategic leadership role where you'll drive operational excellence, digital enablement and continuous improvement while leading a high-performing team. You'll work across the organisation to strengthen service delivery, enhance client outcomes and ensure robust governance, risk management and financial integrity.
Key responsibilitiesLead operational execution and client service enablement across the business, driving efficient, high-quality service delivery.Improve operational processes and embed digital solutions to enhance productivity, client experience and reporting capabilities.Oversee operational governance, underwriting administration, policy renewals, risk program administration and reinsurance documentation.Manage supplier contracts, service level agreements and budgets to ensure value, compliance and effective resource utilisation.Lead the Service & Delivery Practice team, fostering high performance through capability, collaboration, innovation and continuous improvement.Drive strategic planning and contribute to VMIA's organisational strategy and leadership initiatives.Ensure strong governance, compliance and proactive risk management across all operational activities.Champion a positive workplace culture that prioritises safety, wellbeing, accountability and client outcomes.
Who you work withYou will report directly to the Chief Insurance Officer and lead the Service & Delivery Practice team. In this highly collaborative role, you'll work closely with colleagues across the Risk, Insurance and Claims Solutions division, including the Product Centre, Claims Practice, Infrastructure & Energy Practice, Government Sector Practice and Health Sector Practice. You'll also partner with internal corporate functions across VMIA, as well as external service providers and suppliers, to ensure the effective delivery of services, drive operational excellence and deliver positive outcomes for clients.
What we are looking forWe're looking for an experienced operational leader who combines strategic thinking with strong execution capability. You'll bring a passion for delivering exceptional client outcomes while leading teams through change and continuous improvement.
You'll demonstrate:Strong leadership with the ability to develop high-performing teams and build organisational capability.Expertise in operational excellence, service delivery and business process improvement.Experience implementing digital tools, technology-enabled service delivery and operational transformation.Strong stakeholder engagement skills with the ability to influence across a complex organisation.Commercial acumen, including budget management, supplier governance and contract management.A proactive approach to governance, compliance, risk management and continuous improvement.Excellent communication skills with the ability to build trusted relationships and drive collaboration.A commitment to fostering an inclusive, purpose-driven culture aligned with VMIA's values.
Qualifications & ExperienceTertiary qualification in Business, Insurance, Risk Management, Actuarial Studies, Technology or a related discipline.Minimum 10 years' experience in leadership roles with responsibility for operational service delivery.Demonstrated experience leading technology-enabled service delivery and operational excellence transformation initiatives.Proven success leading cross-functional teams, delivering organisational change and driving business outcomes.Experience within insurance or reinsurance products and processes.Experience operating in complex or public sector environments.Experience delivering digital insurance solutions or product innovation initiatives.
Why join VMIA?At VMIA, we believe diversity drives innovation. We are committed to creating an inclusive environment where everyone feels valued and empowered to contribute their unique perspectives.We offer:Flex work: Hybrid working to support your best performance.Parenting support: Generous parental leave (16 weeks paid parental leave after six months of service for primary carers and 4 weeks for secondary carers).Learning & Development: Annual investment ($2,500) in your growth, in-house training, and LinkedIn Learning access in addition.Wellbeing: Wellness sessions, Employee Assistance Program (EAP), and ergonomic support.Culture & Lifestyle: Iconic office location, volunteer leave and life-stage support.
How to apply We invite you to submit your CV and a cover letter. Use these to introduce yourself, highlight your fit for the role, and share why you are excited about joining VMIA. For any questions about the role or application process, please contact us at talentacquisition@vmia.vic.gov.au.
At VMIA, we are dedicated to fostering an inclusive workplace. We warmly welcome applications from people of all gender identities, Aboriginal and Torres Strait Islander peoples, individuals with disabilities, and those from culturally diverse backgrounds.
If you have any accessibility needs during the recruitment process, please let us know at talentacquisition@vmia.vic.gov.au.
Other relevant informationBefore starting at VMIA, preferred candidates will complete pre-employment screenings. These assessments may include:Working Eligibility: Verification of your right to work in Australia.Employment History: Confirmation of your past employment details including employment dates and compensation.Academic Credentials: Verification of your educational qualifications to ensure they are accurate and legitimate.National Criminal History Check: A check for any criminal record, which may involve manual vetting by ACIC, potentially causing delays.Pre-employment Misconduct Check: Used to verify the identity, integrity, and credentials of potential employees and verifies no past misconduct.Financial Background Checks: Applicable for certain roles, such as Heads of Departments and Finance team members.We value a collaborative work environment, so employees are expected to spend the majority of your working week in the office. Candidates from interstate must be willing to relocate to Victoria.