Service Intake Manager

Job description
Agency Department of Education and Training Work unit Student Wellbeing and Inclusion Programs and

Services – Professional Practice and Intake
Job title Service Intake Manager Designation Administrative Officer 7
Job type Full time Duration Ongoing
Salary $120,877 - $130,039 Location Darwin
Position number 46086 RTF 354348 Closing 07/09/2026
Contact Officer Marie Goldsworthy, Senior Advise on 08 894 49341 or marie.goldsworthy1@education.nt.gov.au
About the agency https://education.nt.gov.au
Apply online https://jobs.nt.gov.au/Home/JobDetails?rtfId=354348

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
Lead the delivery of front line service support to Student Wellbeing and Inclusion Programs and Services (SWIPS) clients, including high-
level reporting analysis of services and advice and recommendations to senior management to inform planning and continual service
improvement.

Context Statement
Student Wellbeing and Inclusion Programs and Services is part of Inclusion and Engagement Services, which provides differentiated
support services to reform inclusion and improve engagement and access to learning for children, students and communities. Student
Wellbeing and Inclusion Programs and Services provides advice, guidance and support to clients and stakeholders to ensure all children
and students are welcomed into an inclusive learning environment and are able to engage effectively with education and learn to their full
potential.

Key duties and responsibilities
1. Manage front-line service intake ensuring an effective single point of contact for clients, timely resolution of incidents and service

requests.
2. Build the capacity of team members to facilitate high performance standards including designing and implementing policies, processes,

procedures and work instructions to ensure consistent and quality service delivery.
3. Implement and manage appropriate service delivery governance and risk management frameworks, including undertaking

procurement and contract management as required.
4. Liaise with key stakeholders and clients to ensure branch and agency specific business systems and processes integrate seamlessly

with those utilised by the service intake team, especially to identify opportunities for innovation and automation.
5. Foster a positive workplace culture through exemplary leadership practices, role modelling appropriate behaviour and collaborating

with other SWIPS teams to ensure a best practice and multi-disciplinary approach to service delivery and support.
6. Stay abreast of trends within areas of responsibility to ensure provision of contemporary advice and recommendations and contribute

to the development and implementation of systemic policies, procedures and projects.

Selection criteria
Essential
1. Extensive experience and applied knowledge of business and service delivery information systems, including service request

management systems, call management software and management of contact centre operations.
2. Project management experience including applying governance and risk management methodologies, using data and evidence to

inform program and project design and contributing to procurement and contract management.
3. Strategic team leadership experience, with proven ability to build the capacity of others and foster service practice excellence.
4. Effective interpersonal and communication skills, with demonstrated success cultivating productive working relationships with a range

of internal and external stakeholders including people of diverse professional and cultural backgrounds.
5. Proven capacity to maintain high level personal performance, to manage competing priorities, meet deadlines and competing

stakeholder expectations.

Desirable
1. Experience in strategic planning and policy development processes to contribute to systemic improvement.

Further information
The recommended applicant will be required to have a current Working with Children Card and undergo a criminal history check prior to
selection being confirmed. A criminal history will not exclude an applicant from this position unless it is a relevant criminal history. When
choosing to apply for this position, the applicant should consider the full requirements of the position in aligning their work experience
and capabilities to this role. Please refer to the Capability Leadership Framework and visit our website.