About ImpSoft
Australian Enterprise Resource Planning specialist and business systems consultancy
More than 25 years' experience delivering successful outcomes for customers
Oracle Gold Partner and recognised expert provider of PeopleSoft strategy, implementation and management services
Active member of SAP's Partner program
Customer centric organisation that puts people first, values specialist skills, and is known for delivering complex projects others can't
About the Role
Are you a strategic service delivery leader with a passion for driving performance, governance, and continuous improvement in complex, high-stakes environments?
ImpSoft is seeking an experienced
Service Delivery Manager (SDM)
to lead the delivery of application sustainment and support services for a Commonwealth Government client, based in Canberra.
Your role:
As the primary interface between the Commonwealth client and ImpSoft's delivery team, you'll provide trusted strategic and operational leadership across all sustainment activities — ensuring services are delivered to the highest standard, in line with contractual obligations, agreed service levels, and governance requirements.
The opportunity:
Shape service delivery outcomes for a major Defence-aligned program, while building strong relationships across government and industry.
What You'll Do
Lead and coordinate a multi-disciplinary team of 45+ staff, fostering a culture of accountability, collaboration and customer focus
Lead, plan and monitor the end-to-end delivery of sustainment and support services for a PeopleSoft-based HR/Payroll system, ensuring alignment with SLAs,



KPIs and contractual commitments
Act as the principal ImpSoft representative, building trusted relationships with Commonwealth stakeholders, technical SMEs and third-party vendors
Provide strategic and operational advice on complex business, technical and service delivery matters
Lead governance and assurance activities, representing ImpSoft in reviews, audits and governance forums
Drive continuous improvement, risk management, and root cause analysis to enhance service quality and resilience
Monitor service performance, resourcing and costs to support value-for-money outcomes and effective contract management
Prepare and deliver reporting, briefings and insights to support executive and governance decision-making
About You
You're a natural leader with a track record of managing service delivery in complex, governed environments — ideally within Government, Defence, or large enterprise contracts.
You bring:
Proven experience in a Service Delivery Manager, IT Service Management, or similar leadership role, ideally within a Commonwealth Government or Defence contract environment
Solid understanding of ITIL / service management frameworks, governance processes and contract/SLA management
Excellent stakeholder engagement and relationship management skills,



with the ability to influence at senior and executive levels
Demonstrated experience leading multi-disciplinary teams and managing supplier/subcontractor performance
Strong analytical and problem-solving skills, with the ability to translate complex issues into clear, actionable recommendations
Experience in risk and issue management, continuous improvement, and performance reporting
Excellent written and verbal communication skills, including experience preparing executive-level reports and briefings
Exposure to PeopleSoft, SAP SuccessFactors or other HR/Payroll ERP systems is highly desirable
Essential requirement:
Due to the nature of this role, candidates must be Australian citizens and able to obtain and maintain an
Australian Government security clearance (NV1 or above)
.
Why Join Us
Play a pivotal leadership role on a high-profile Commonwealth contract supporting Defence objectives
Join a specialist HR/Payroll consultancy with 25+ years' experience and a reputation for delivering complex projects others can't
Work within a collaborative, high-performing team culture that values accountability, innovation and continuous improvement
Permanent or contract position, reflecting ImpSoft's commitment to attracting and retaining top specialist talent
Based in Canberra, with the stability and purpose of long-term government contract work
Genuine opportunity to influence strategic outcomes and shape the future of service delivery for a major sustainment program
Only shortlisted candidates will be contacted.

📌 Service Delivery Manager - Personnel Systems Sustainment (Canberra)
🏢 Implementation Soft Australia
📍 Canberra