Service Delivery, Quality and Access Lead Librarian
As part of a small, collaborative leadership team, you will play a key role in delivering high-quality library services that meet Defence's evolving needs. Each member leads distinct functions but works closely to drive innovation and achieve shared goals.
Responsibilities
* Manage the Australian Defence College Library team, collections and onsite service delivery, ensuring a high-performing, customer-centred service environment.
* Lead and coordinate daily service delivery across all access channels including LMS requests, CRM/ServiceNow tickets, virtual enquiries and onsite support.
* Monitor service performance, turnaround times and workload distribution to ensure reliable, consistent and high-quality user experiences.
* Oversee quality assurance for research support, service responses and customer engagement, embedding standards, peer review and continuous improvement.
* Identify access barriers, review service trends, and work with the leadership team to address and resolve issues.
* Provide coaching and capability uplift for frontline staff, supporting professional learning and embedding consistent practice nationally.
* Contribute to national service planning, SLA reporting, performance dashboards and cross-team collaboration initiatives.
* Support quality assurance and program delivery across a network of Defence libraries.
Skills & Experience
* Experience delivering modern library or information services, with strong focus on service delivery and user access.
* Ability to lead, inspire and coordinate teams in a professional service environment.
* Strong understanding of digital discovery tools and research support practices.
* Excellent organisational, problem-solving and communication skills, with the ability to manage competing priorities.
* Proven stakeholder engagement skills and a customer-centred approach.
* A proactive mindset with a commitment to quality, consistency and continuous improvement.
About our Team
Defence's primary role is to defend Australia and its national interests, promote security and stability, and support the Australian community as directed by the Government.
The Defence Library Service (DLS) supports this mission by providing contemporary, customer-focused library and information services to all Defence personnel.
DLS is responsible for:
* Delivering national library and information services aligned with Defence capability, education, and policy.
* Curating and managing collections to meet Defence's diverse operational, strategic, and policy needs.
* Providing expert research support to inform decision‐making, planning, and professional development.
* Managing digital resources for secure, reliable, and flexible access across Defence environments.
* Leveraging technology to enhance service delivery, resource discoverability, and information access.
* Promoting library services and building customer education to support informed, empowered users.
The team values innovation, collaboration, and continuous learning, empowering Defence personnel through superior information services. Working in DLS means contributing to a team that values excellence, adaptability, and impactful service.
Our Ideal Candidate
The Defence Library Service (DLS) fosters a positive, collaborative, and supportive workplace culture. We are seeking team‐oriented individuals who thrive in dynamic environments and enjoy variety in their work.
* A genuine interest in delivering a professional, streamlined customer experience.
* Excellent written and verbal communication skills.
* Willingness to learn and take on new challenges.
* Adaptability and a flexible approach to change.
* Strong time management and attention to detail.
* Ability to build and maintain stakeholder relationships across Defence.
* Confidence to offer considered, alternative advice when needed.
* A pragmatic, ethical mindset and sound judgement.
* Capacity to work independently and collaboratively in a fast‐paced setting.
* A positive attitude and commitment to team success.
Application Closing Date: Thursday 9 April 2026
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