Job Description

KPMG has been appointed as the learning services partner to The Skills Academy - an exciting and innovative approach to skills development for the WA public sector workforce. This one sector approach to learning will deliver a comprehensive suite of courses via a new intuitive and modern technology platform to more than 35,000 staff across 56 participating agencies.

Developed in partnership with more than 150 subject matter experts from across the WA public sector, 120 courses will be designed specifically for the WA public sector context. Courses will cover a wide range of skills and foundational knowledge required of a modern public sector workforce.

Your Opportunity

The Service Delivery Manager is the senior leader responsible for the end-to-end operational performance of The Skills Academy (a Learning Managed Service). This role leads the Service Centre that includes the Service Desk, Technology, Learning, Commercial and Communications teams.

The Service Delivery Manager acts as the key client-facing executive, owning the relationship, upholding contractual commitments, driving operational excellence, and ensuring the service delivers consistent value aligned to Key Performance Indicators, performance measures, and strategic outcomes.

Key Responsibilities:

• Lead the operational strategy and performance of The Skills Academy, ensuring alignment with organisational objectives and client needs.
• Oversee the design, implementation, and optimisation of operating models, service processes, and governance frameworks.
• Serve as the primary executive contact for the client, managing expectations, escalations, and performance conversations.
• Lead regular governance meetings, executive reviews, and strategic planning sessions.
• Own all service KPIs, performance measures, and contractual obligations.
• Lead a multi-disciplinary team including Team Leaders, Business Analysts, Service Desk Consultants, Commercial analysts and more.
• Own the operational budget, workforce cost model, and financial performance of the Service Centre.
• Maintain and evolve the Service Centre’s governance framework.

Key Skills and Experience:

• Strong leadership experience in managing multi-disciplinary teams in a complex operational setting.
• Deep understanding of service management, operating model design, governance, KPIs, and quality frameworks.
• Demonstrated success in senior client-facing roles where trust, communication and influence are critical.
• Solid financial management experience.

Additional Information

Desirable experience

• Experience delivering services in education, learning, professional development, government or regulated environments.
• Previous experience standing up or scaling a new Managed Service or Service Centre.
• Exposure to transformation programs, change management, or technology enablement.

KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth.

Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who’ve got your back. You’ll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.

At KPMG, you’ll take control over how you work. We’re embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.

Diverse candidates have diverse needs. During your recruitment journey, information will be provided about adjustment requests. If you require additional support before submitting your application, please contact the Talent Attraction Support Team.

At KPMG every career is different, and we look forward to seeing how you grow with us.