Service Delivery Manager

The Service Delivery Manager (SDM) is responsible for the successful delivery, governance and continuous improvement of Personnel Application Sustainment and Support Services (PASSS) on behalf of the Supplier.

This role is responsible for driving service performance, leading multi-disciplinary teams, managing supplier obligations, mitigating risks, and identifying opportunity to improve service quality, operational efficiency and business outcomes.

Key responsibilities

• Lead, plan, coordinate and monitor the delivery of PASSS services, ensuring alignment with agreed service levels, performance measures, operational priorities, governance requirements, and contractual obligations

• Establish service delivery priorities and coordinate supplier resources to achieve agreed customer outcomes

• Ensure sustainment activities are delivered effectively through proactive planning, prioritisation, resource management, and issue resolution

• Maintain accountability for supplier service performance and implement corrective actions where required to achieve agreed outcomes

• Provide trusted strategic and operational advice to Commonwealth stakeholders on service management, operational sustainability, emerging risks, technology opportunities, and service improvement initiatives

• Implement and operate agreed service delivery governance processes to support transparency, accountability and effective service oversight

• Act as the principle supplier representative for PASSS service delivery and maintain strong working relationships with Commonwealth stakeholders, technical subject matter experts, and third-party vendors

• Provide leadership and direction across all sustainment support functions to ensure coordinated and integrated service delivery

• Monitor service delivery effort, resource utilisation, and operational costs to support efficient and effective service delivery

• Monitor sustainment service performance against agreed service levels, key performance indicators (KPI's), and operational objectives

About you

• Ability to provide leadership across multi-disciplinary teams

• Experience managing supplier obligations and contractual commitments

• Capability to provide strategic and operational advice on complex matters

• Experience with service delivery governance and compliance requirements

• Demonstrated ability to manage risk and issue resolution

• Experience with performance monitoring and reporting

• Capability to drive continuous improvement initiatives

• Strong stakeholder engagement and collaboration skills

• Experience with financial and commercial management in service delivery contexts

• Ability to foster accountability, collaboration, and service excellence

If you wish to apply for this position, please submit your resume by clicking the 'Apply Now' button. For further information please contact Arsh Sangha on +61 0424 080 027.

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