Service Delivery Coordinator

About the Company

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.

About the Role

Reporting to the Operations Support Manager, 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 Operations Support Manager 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.

Key Responsibilities

• Enable end-to-end work order management across contracts in SI&CS following Downer Direct instructions and contract KPI requirements.
• Support contract teams to ensure efficient workflows and accurate data management.
• Deliver high-quality client and stakeholder service.
• Manage tight timelines and support contract compliance.
• Maintain best-practice administrative standards.

Additionally, the role may include contract support, general administration and operation coordination across various contracts.

Skills and Experience

• 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.
• 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.

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.

As a WORK180 Endorsed Employer, we support flexibility that works for your life, inclusive leadership that values your voice, and equitable access to opportunity so you can do your best work and bring your whole self to it.

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 737388. 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.