Assistant Director – ICT Service Delivery Manager

We are currently seeking to fill a Service Delivery Manager role at the Executive Level 1 classification, to operate and mature our ICT service delivery function under our newly established PROTECTED Cloud ICT environment and corporate operating model. This includes running and continually improving ITSM processes, administering and optimising the ServiceNow platform, embedding continual service improvement practices, and maintaining effective software and asset management. The role requires ongoing collaboration with NZEA business areas, vendors and stakeholders to sustain efficient, secure, and user-focused services.

We are looking for an experienced in IT Service Delivery Manager who is adaptable, has a service delivery mindset and is accustomed to fast-paced changing environments. The successful candidate will have expertise in administering, configuring and optimising ServiceNow ITSM processes and workflows in a live production environment and be process driven with attention to detail and enjoys working in a cooperative environment in a multi-disciplinary team.

The key duties of the position include:

In addition to the general responsibilities and duties outlined in the Work Level Standards for the Executive Level 1 level, key responsibilities and priorities include (but are not limited to):

- ServiceNow administration and Optimisation: own and maintain ITSM processes and workflows in ServiceNow, including change and release management, aligned with ITIL best practice. Manage enhancement requests, configure forms, and iterate on functionality and user experience in response to business demand.
- Service Delivery and Team Enablement: Embed ITSM processes in day-to-day operations and ensure alignment with operational goals.
- Contribute to NZEA's ICT strategy delivery by identifying opportunities for innovation and efficiency in ongoing service delivery and train,



mentor and uplift team members on service management practices.
- Software and Asset Management: Operate and maintain Software Asset Management processes, ensuring ongoing compliance, optimisation, and alignment with NZEA policies. Work with procurement to manage ICT software and subscription licensing, including renewals and true-ups.
- Service Delivery Excellence: Manage ICT services against agreed service levels, ensuring continued alignment with business objectives and government standards.
- Vendor and MSP Management: Manage Managed Service Providers (MSPs) against contracted service levels - service reviews, performance reporting, escalation and remediation - to sustain high-quality ICT services.
- Continual Service Improvement: Drive a standing CSI programme, using service data, trend analysis and user feedback to improve ITSM processes and user experience.
- Maintain and enhance documentation, workflows, and service management practices as the environment evolves and to support good governance hygiene practices. Collaborate with internal and external stakeholders to ensure IT processes remain appropriately documented and maintained.
- Risk Management: Identify and mitigate risks in service delivery and ensure cybersecurity considerations remain embedded in all processes.
- Collaboration: Collaborate with internal and external stakeholders to sustain service quality and support delivery of ICT work packages.

Eligibility

Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the APS unless the Agency Head has agreed otherwise,



in writing. To be eligible for a position at the Authority, you should be an Australian Citizen at the closing date of application, unless exceptional circumstances apply.

Successful applicants will be required to undergo the process to obtain and maintain or continue to hold the required security level for the role as indicated. All Authority staff are required to have a minimum baseline security clearance prior to commencement.

Successful applicants will be assessed through our pre-employment screening checks, including a Nationally Coordinated Criminal History Check, and will normally be subject to a six-month probation period if current to the APS, or if they have not yet completed their probation period elsewhere in the APS.

Getting to know the Net Zero Economy Authority

The Net Zero Economy Authority (the Authority) is established by the Net Zero Economy Act 2024 as a statutory agency. Its mission is to empower the regions, workers and communities most affected by Australia’s transition to a net zero emissions economy to anticipate and respond to the risks and opportunities of the transition. The Authority is in the Department of Industry, Science and Resources Portfolio.

It is led by an independent Board and Chief Executive Officer. To work toward our vision, we have defined three core missions that guide our efforts across the Authority:

- Help workers in coal and gas facilities affected by the transition to prepare for and find new well paid, safe and secure jobs.
- Support communities significantly affected by the transition to net zero to prosper, including through economic development and investment.
- Be a trusted and influential voice to build understanding of, and shape policy on, the regional net zero transition.

Find out more about Who We Are on the Net Zero Economy Authority website: http://www.nzea.gov.au/

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📌 Assistant Director – ICT Service Delivery Manager (Canberra)
🏢 Net Zero Economy Authority
📍 Canberra