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 prospect 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 ResponsibilitiesService Leadership & OperationsLead ICT service delivery to meet agreed SLAs, KPIs, and user expectationsOversee service desk, incident, problem, and change management processesAct as the escalation point for major incidents and drive timely resolutionEnsure service availability, performance, and user experience outcomesManage managed service providers (MSPs) and ICT vendorsMonitor service performance and hold providers accountableResolve complex service delivery issues and drive improved outcomesSupport contract management, negotiations, and optimisationService ImprovementDrive continuous improvement initiatives using service data and insightsIdentify systemic issues and implement sustainable solutionsMature service management practices aligned to ITILProvide regular reporting on service performance and risksStakeholder EngagementBuild strong relationships across business and technical teamsCommunicate complex technical issues in a clear,



business-friendly mannerManage escalations and influence outcomes with senior stakeholdersMandatory SkillsYou 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 outcomeslead service operations, including service desk, incident, problem and change managementlead and manage multidisciplinary ICT teams, including workforce planning, performance management, and capability upliftmanage vendors and service providers to deliver contractual outcomesprovide expert advice on service delivery and operational riskExperience in government or large enterprise environmentsStrong understanding of ITIL / service management frameworksExposure to Azure, Microsoft 365, and ServiceNowExperience delivering or supporting cloud/infrastructure transformationsAt 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 ****** SummaryPay:$110per hourLocation:ACTJob Type:ContractSpecialisation:Other IT & TelecommunicationsReference ID:BBBH*****
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📌 It Service Delivery Manager (Canberra)
🏢 Clicks It Recruitment
📍 Canberra