Service Delivery Manager
Lead end-to-end operational delivery of mission-critical enterprise IT services for a Federal Government department in Canberra: maturing ITIL processes, orchestrating major incident response, managing vendor SLAs, and reporting platform health via ServiceNow, Microsoft 365, and Azure. Requires a current Baseline security clearance; onsite role.
- Compensation
- A$130 / hr
- Location
- Canberra ACT
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Contract
- Experience
- Not specified
- Category
- Project management
- Posted
Skills
Must have
- Must hold a current Baseline security clearance (minimum)
- Canberra based, onsite
- Deep expertise in ITIL frameworks
- Hands-on command of the ServiceNow ecosystem (ITSM, CMDB, ITAM, Performance Analytics)
- Hands-on command of Microsoft 365
- Hands-on command of Azure
- Experience with modern device management tooling such as Microsoft Intune
- Track record leading enterprise IT operations and service delivery teams
- Experience managing complex vendor ecosystems
- Experience executing measurable continuous service improvement programs
- Outstanding executive-level stakeholder management, negotiation and communication skills
Full description
Salary: 130.00
This could be your opportunity to step into an influential leadership role directing operational governance, resilience, and service excellence across business-critical enterprise platforms within a major Federal Government environment.
Be the champion of modern service delivery by leveraging automation, predictive data analytics, and mature ITIL frameworks to elevate technology capability and foster a high-performance service culture.
Role & Responsibilities
- Oversee end-to-end operational delivery of mission-critical technology services, ensuring optimal platform availability, security posture, resilience, and alignment with department priorities.
- Mature and embed comprehensive ITIL-aligned processes across Incident, Major Incident, Problem, Change Enablement, Asset, and Configuration Management (CMDB).
- Act as the senior operational escalation authority during critical disruptions, orchestrating rapid incident triage, thorough root-cause investigations, and preventative risk remediation.
- Drive accountability across managed service providers and external technology partners, rigorously managing contract KPIs, operational milestones, and SLA adherence.
- Design and maintain rich operational dashboards, telemetry scorecards, and service metrics to provide senior leadership with clear, data-driven visibility into platform health.
- Coach and develop internal operational personnel, championing continuous improvement, cross-functional collaboration, and the adoption of modern operational standards.
Skills & Experience Required:
- Deep expertise in ITIL frameworks, alongside hands-on command of the ServiceNow ecosystem (ITSM, CMDB, ITAM, Performance Analytics), Microsoft 365, Azure, and modern device management tooling such as Microsoft Intune.
- Demonstrated track record leading enterprise IT operations and service delivery teams, managing complex vendor ecosystems, and executing measurable continuous service improvement programs.
- Outstanding executive-level stakeholder management, negotiation acumen, and communication skills, with a proven ability to translate operational complexity into actionable business insights.
Eligibility & Clearance Requirements
- Security Clearance: Candidates must hold a current Baseline at minimum
- Canberra Based, onsite opportunity
How to Apply
To express your interest in this exceptional opportunity, please click "Apply Now" and submit your updated resume in Word format.