Service Delivery Manager - Personnel Systems SustainmentAustralian Enterprise Resource Planning specialist and business systems consultancyMore than 25 years' experience delivering successful outcomes for customersOracle Gold Partner and recognised expert provider of PeopleSoft strategy, implementation and management servicesActive member of SAP's Partner programCustomer centric organisation that puts people first, values specialist skills, and is known for delivering complex projects others can'tAbout the RoleAre you a strategic service delivery leader with a passion for driving performance, governance, and continuous improvement in complex, high-stakes environments?
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 solid relationships across government and industry.What You'll DoLead and coordinate a multi-disciplinary team of 45+ staff, fostering a culture of accountability, collaboration and customer focusLead, 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 commitmentsAct as the principal ImpSoft representative, building trusted relationships with Commonwealth stakeholders,



technical SMEs and third-party vendorsProvide strategic and operational advice on complex business, technical and service delivery mattersLead governance and assurance activities, representing ImpSoft in reviews, audits and governance forumsDrive continuous improvement, risk management, and root cause analysis to enhance service quality and resilienceMonitor service performance, resourcing and costs to support value-for-money outcomes and effective contract managementPrepare and deliver reporting, briefings and insights to support executive and governance decision-makingAbout YouYou'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 environmentStrong understanding of ITIL / service management frameworks, governance processes and contract/SLA managementExcellent stakeholder engagement and relationship management skills,



with the ability to influence at senior and executive levelsDemonstrated experience leading multi-disciplinary teams and managing supplier/subcontractor performanceStrong analytical and problem-solving skills, with the ability to translate complex issues into clear, actionable recommendationsExperience in risk and issue management, continuous improvement, and performance reportingExcellent written and verbal communication skills, including experience preparing executive-level reports and briefingsExposure to PeopleSoft, SAP SuccessFactors or other HR/Payroll ERP systems is highly desirableEssential 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 UsPlay a pivotal leadership role on a high-profile Commonwealth contract supporting Defence objectivesJoin a specialist HR/Payroll consultancy with 25+ years' experience and a reputation for delivering complex projects others can'tWork within a collaborative, high-performing team culture that values accountability, innovation and continuous improvementPermanent or contract position, reflecting ImpSoft's commitment to attracting and retaining top specialist talentBased in Canberra, with the stability and purpose of long-term government contract workGenuine opportunity to influence strategic outcomes and shape the future of service delivery for a major sustainment programOnly shortlisted candidates will be contacted.
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📌 Service Delivery Manager - Personnel Systems Sustainment (Canberra)
🏢 Implementation Soft
📍 Canberra