We are partnering with a highly regarded national organisation that plays a critical role in supporting large-scale programs with meaningful impact across Australia. This is an exciting opportunity for an experienced
IT Service Delivery Manager
to lead end-to-end ICT service operations in a complex, enterprise environment. You will take ownership of service performance across infrastructure, platforms, and end-user services-ensuring they are reliable, secure, and aligned to business outcomes.
Key Responsibilities
Service Leadership & Operations
Lead ICT service delivery to meet agreed SLAs, KPIs, and user expectations
Oversee service desk, incident, problem, and change management processes
Act as the escalation point for major incidents and drive timely resolution
Ensure service availability, performance, and user experience outcomes
Manage managed service providers (MSPs) and ICT vendors
Monitor service performance and hold providers accountable
Resolve complex service delivery issues and drive improved outcomes
Support contract management, negotiations, and optimisation
Service Improvement
Drive continuous improvement initiatives using service data and insights
Identify systemic issues and implement sustainable solutions
Mature service management practices aligned to ITIL
Provide regular reporting on service performance and risks
Stakeholder Engagement
Build strong relationships across business and technical teams
Communicate complex technical issues in a transparent,



business-friendly manner
Manage escalations and influence outcomes with senior stakeholders
Mandatory Skills
You are a proven ICT service delivery leader who can operate with a high degree of autonomy and accountability.
You will :
manage ICT service delivery to meet agreed performance, availability and security outcomes
lead service operations, including service desk, incident, problem and change management
lead and manage multidisciplinary ICT teams, including workforce planning, performance management, and capability uplift
manage vendors and service providers to deliver contractual outcomes
provide expert advice on service delivery and operational risk
Experience in
government or large enterprise environments
Strong understanding of
ITIL / service management frameworks
Exposure to
Azure, Microsoft 365, and ServiceNow
Experience delivering or supporting
cloud/infrastructure transformations
At Clicks we embrace diversity, inclusion and equal opportunity. First Nations people are encouraged to apply.
We provide reasonable adjustments, including alternate formats to the recruitment process for individuals with a disability. If you require an adjustment to be made during the recruitment process, please call ******** *** or email ******
Job Summary
Pay:
$110per hour
Location:
ACT
Job Type:
Contract
Specialisation:
Other IT & Telecommunications
Reference ID:
BBBH*****
#J-*****-Ljbffr

📌 It Service Delivery Manager (Canberra)
🏢 Clicks It Recruitment
📍 Canberra