Service Delivery Manager

Service Delivery Manager

Job Title: Service Delivery Manager
Contract Type: Contract
Location: Canberra
Salary: Market Rate
Start Date: 2021-02-28
Reference: V-38641
Contact Name: Mohammed Samsam
Contact Email:
Job Published: March 01, 2021 15:58

Job Description

The Role:

One of our Federal Government clients is looking for an experienced Service Delivery Manager who will be required to facilitate the transition of technology capability deployments into Operational BAU.

Your responsibilities will include, but not limited to:
  • Understanding the customer’s business and the impact of the Service Integration and Management (SIAM) ecosystem on its ability to succeed
  • Supporting the organisational change initiatives required to transition the customer’s operations to the commercial-based Multi Sourcing Integration (MSI) ecosystem model
  • Managing the transition and design of the SIAM organisation to an operational state, including any required staffing, processes, and strategic direction
  • Overseeing the MSI functions including ecosystem governance, customer engagement, service transition, and performance management
  • Overseeing the SIAM Service Operations processes including Incident, Problem, Change, Event, Configuration, Knowledge, Request Fulfilment, and Service Catalogue
  • Optimising the overall operation of the ecosystem services, managed service providers, and processes to create and increase value for the customer
  • Engaging with the customer at the enterprise architecture level to strategically align the demand for new technical capabilities and the services provided the ecosystem
  • Collaborating with other ecosystem support functions such as Situational Awareness, Network Services and Infrastructure Services to manage the cross-functional processes required for seamless service delivery
  • Driving the Continual Improvement Process (CSI) program through identification and implementation of opportunities to improve service performance
  • Directly supporting the Product Owner and customer to ensure that all SIAM programmatic level responsibilities (e.g.: staffing, programmatic deliverables, monthly reporting, ad hoc requests, etc.) are completed in a timely, accurate, and quality manner
Essential Skills and Experience:
  • Proven track record in Information Technology, Information Systems, Business, Management or related field
  • Minimum of 10 years work experience in IT service management
  • Proven ability to work collaboratively in a complex environment and driving performance achievement and improvements
  • Demonstrated experience in developing relationships with key stakeholders and product owners
  • Proven business acumen including experience with contract and supplier management
  • Experience in an outsourced multi-vendor environment
  • Excellent interpersonal and communication skills
  • Self-motivated, able to use initiative, innovative and a strong commitment to achieve business objectives.
  • Experience in deployment of emergent technologies
  • Demonstrable experience working within Operational Environments where maintaining Service Availability wast a critical Business imperative
  • Experience with highly complex networks and Data Centre Environments (On Premise & Cloud Based solutions)
  • Experience with Shared Infrastructure & Multi Tennant environments
  • Working within an AGILE environment
  • Data-driven mindset of service excellence and customer satisfaction


Contract Term: 12 months with 2 x 12 month extension options

Security Requirements: Must be an Australian Citizen.


How to Apply:

Applications close Friday, 05 March 2021

Please upload your resume to apply. Please note you may need to complete selection criteria to complete this application process. We will be in touch with instructions for suitably skilled candidates.