Head of Service Delivery

As our Museum Archive Libraries & Learning (MALL) service unit transforms and expands, an exciting opportunity exists to join our evolving team. City of Newcastle is currently seeking an experienced and passionate Head of Service Delivery to play a vital role in MALL's senior leadership team. This newly created role will plan and execute the vision, direction and strategic future of MALL, as well as playing a significant strategic role in contributing to the cultural direction of MALL, driving and leading the narrative, culture collections and reputation of our service unit and the City of Newcastle.

Drawing upon demonstrated industry experience, you will lead and develop forward planning, policy and the strategic leadership of MALL specifically in relation to circulatory collections, customer service at Newcastle Libraries and Newcastle Museum and engagement with the community through the Home Library Service. You will also collaborate with MALL Director to analyse and strategically plan for future MALL projects in customer service delivery options, revenue generation, and attracting and retaining members and visitors in welcoming, safe and inclusive spaces for a minimum of 5 years into future. 

With five direct reports, this role will see you will lead the Service Delivery teams to ensure they deliver an exceptional consistent customer service to all members of the community with the aim to increase participation and membership and provide a diverse range of quality, customer driven circulatory collections across all formats and improve usage. 

What’s it like working at the City of Newcastle?

We are focused on making a real difference in our community and achieving our vision of creating a smart, liveable, and sustainable global city.  We are proud to deliver services valued by our community.  People come first at the City of Newcastle, which means providing employees with meaningful work and capacity for work life balance. As a large local organisation, CN offers opportunity to develop in your current role, grow into future opportunities and reach your full potential.  

Our organisation’s values are Cooperation, Respect, Excellence and Wellbeing which are underpinned by our behaviours of courage, trust, and pride. Together, our values and behaviours support our decision making, our day-to-day interactions and everything we do. 

We value diversity of thought, and we focus on equity in the workplace. We are committed to creating an inclusive workplace culture where everyone feels respected, safe, and valued so they can be themselves and fully contribute their opinions and perspectives to the success of the organisation.

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What are the benefits?

• 35-hour working week with flexible work arrangements including optional 9-day fortnight
• 4 weeks of annual leave
• 3 weeks of personal leave each year 
• A 17.5% annual leave loading yearly payment  
• Paid parental leave for primary carers
• 2 additional paid Public Holidays
• Additional paid leave days including Health & Wellbeing, NAIDOC, and Community Volunteer leave
• Access to a range of exclusive CN employee benefits programs including Novated Lease options as well as access to reward and recognition vouchers 
• Annual performance development plans and ongoing training and development opportunities to ensure you continue to evolve and grow your career ambitions
• Corporate fitness program from as little as $4.30 per week that will give you and your immediate family members access to a wide range of fitness and aquatic centres 

Interested to know more?

Find out more about your new career by viewing the position description here.

Our people are valued and have access to a range of benefits that help balance life at work and at home. These include flexible working arrangements, professional development opportunities and health and wellbeing programs.

CN proudly promotes the principles of Equal Employment Opportunity and fosters a culture of diversity and inclusion to represent the community of our Local Government Area. All candidates will be assessed against the essential criteria outlined in the position description. Suitable candidates may be placed on an eligibility list for future identical positions for a period of 12 months.

We are committed to creating a safe and inclusive workplace where diverse styles, backgrounds, experiences, and perspectives are valued, encouraged, and respected. People from diverse backgrounds (including but not limited to, Aboriginal and Torres Strait Islander Australians, people with diverse gender identities and sexualities, people from different cultural and linguistic backgrounds, people with disability, and veterans) are encouraged to apply!

If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please contact recruit@ncc.nsw.gov.au for a confidential discussion.

You must have the right to live and work in Australia to apply for this job.

Application Closing Date: Sunday 11 June 2023.

Remuneration: $120,189.21  + 10.5% Superannuation per annum for a 35-hour week.

Contact: Julie Baird - Director Museum Archive Libraries & Learning – 02 4974 1415.

CN do not accept unsolicited resumes and we respectfully ask that recruitment agencies do not contact us at this stage.

At CN we understand the skills and attributes veterans can bring to our organisation and highly encourage veterans to apply for suitable roles.