We currently have an opportunity for a Service Delivery Coordinator. Join our team and play a key role in supporting the delivery of team KPI’s reflecting commercial agreements made between Downer and its clients, and that also adhere to SLAs in place between Downer Direct and each contract. Reporting to Team Leader, you'll help deliver high-quality outcomes that support our essential services.
The Opportunity
Downer Direct is an integrated operations hub that exists to provide a single, trusted point of contact for internal (Contract Managers and other contract team members) and external (customers and sub-contractors) stakeholders within our Social Infrastructure & Citizen Services business (SI&CS). Our purpose is to make access to services simple, reliable and responsive – connecting people to the right support at the right time. By combining compassionate service with operational excellence, Downer Direct strengthens trust between the business, our customers and our communities.
Reporting to the Team Leader, the Service Delivery Coordinator is a critical operational delivery position within Downer Direct, responsible in ensuring operational excellence and responsive service delivery to customers. The individual in this role will be performing duties to enable the delivery of the end-to-end work order management process across a range of contracts in SI&CS, following the Downer Direct work instructions and adhering to contract KPI requirements. This role may also have additional duties including contract support, general administration and operation coordination functions across various contracts.
This role supports the Team Leader and contract teams by ensuring efficient workflows are followed, accurate data management and high-quality client and stakeholder service. A requirement of the role is to have the ability to manage tight timelines, support contract compliance and maintain best-practice administrative standards.
Important Skills (experience required)
Excellent MS Office skills (Excel, Word, Powerpoint, Teams).
Strong organisational (time management) and analytical skills
High attention to detail.
Demonstrated ability to apply critical thinking and problem-solving skills.
Well-developed written and verbal communication skills.
Ability to plan and prioritise workloads and meet deadlines.
Ability to work independently and within a team.
Strong customer service capability, including the ability to build effective relationships with internal and external stakeholders.
Ability to interpret contract KPI’s and performance requirements.
Experience in a customer service environment.
Proven ability to work in a fast-paced, multi-transactional environment.
Experience within facilities or contract management is highly regarded.
Experience with contract management systems advantageous.
More than anything, you’ll bring a strong work ethic, a positive attitude, and a commitment to delivering high-quality outcomes for our clients.
Our Organisation
At Downer, we plan, create, and sustain essential public services across Australia and New Zealand. From hospitals to data centres and defence partnerships, we manage critical infrastructure that keeps communities thriving.
Why you will enjoy working here
We’re proud of our high-performance culture and commitment to diversity, offering:
Training and development to support and diversify your career.
Hybrid work from home model with training in office for the first few weeks.
Shifts may vary week to week, and availability across weekdays/weekends may be required.
This position is offered on a casual basis. Casual employees receive a 25% loading in lieu of paid leave entitlements such as annual leave and personal leave.
With 30% of vacancies filled internally you’ll find real opportunities to advance your career.
Perks@Downer: healthcare discounts, great savings on retail purchases, car purchases and much more.
Employee Assistance Program: professional support for you and your family when you need it most.
You want your work to matter and so do we. With over 26,000 people across Australia, New Zealand and the Pacific, our team is made up of individuals with unique perspectives, backgrounds, and ideas.
We know that diversity makes us stronger and we actively celebrate it through our commitment to inclusion and belonging.
We’re committed to building a team that reflects the diverse communities we serve and we welcome people of all ages, genders, sexual orientations, cultures, abilities, and lived experiences. We especially encourage applications from those whose voices have traditionally been underrepresented in our industry, including women, Aboriginal and Torres Strait Islander Peoples, Māori and Pasifika Peoples, veterans, people with disability, and neurodivergent individuals. Even if your experience doesn’t align perfectly with this role, we’d still like to hear from you. If it feels like the right fit, apply - potential counts, and so do you.
If you need support or adjustments through the recruitment process, just let us know, we’re here to help you put your best foot forward.
How to apply
Click "APPLY" and please include your CV. The reference number for this role is 733566.
We are committed to a safe working environment for everyone - all successful applicants will be required to undertake a pre-employment drug test, medical and a Ministry of Justice check prior to starting employment. If you need support with this requirement, please talk to our team.
