Service Delivery Manager
Summary
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.
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.
For a confidential discussion or to learn more about our extensive Federal Government project pipeline, please contact the team at (02) 6162 9600.