Service Delivery Manager

Overview

A Federal Government Agency is seeking an experienced Service Delivery Manager to oversee the delivery and operational support of internal and external ICT services and solutions, ensuring the organisation realises the intended benefits of its technology investments.

The role is responsible for ensuring services are delivered effectively, efficiently, securely, and in alignment with organisational mission outcomes. This includes managing service performance, stakeholder engagement, operational governance, service improvement initiatives, incident response activities, and business continuity planning across complex and governed ICT environments.

This position operates with a high level of autonomy and requires strong leadership, stakeholder management, operational service delivery expertise, and experience managing integrated service environments.

Key Details

• Start Date: 26 October 2026
• Duration: 12 months + 2 x 12 month extension options
• Location: Canberra
• Clearance Required: NV2
• Level: EL1 equivalent

Role Responsibilities

• Manage stakeholder communications and act as a key point of contact for current and future customers
• Prepare, plan and manage new or changed services, service catalogues and associated service agreements
• Manage service performance, operational sustainability, and continuous improvement activities
• Manage integration of internal and external service providers
• Ensure all agreed services are documented and maintained
• Ensure solutions and processes comply with security and technology standards
• Manage planned and unplanned changes in accordance with organisational change processes
• Coordinate and manage incident response activities across delivered services
• Lead development and testing of business continuity plans

Ideal Background

This role would suit candidates with experience in:

• ICT Service Delivery Management
• IT Operations Management
• SIAM/MSI environments
• ITIL / ITSM frameworks
• Managed Services environments
• Operational governance within Defence or Federal Government
• Incident, change and problem management
• Business continuity and operational resilience