Job Description

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.

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Key Responsibilities

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Service Leadership & Operations

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- Lead ICT service delivery to meet agreed SLAs, KPIs, and user expectations

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- Oversee service desk, incident, problem, and change management processes

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- Act as the escalation point for major incidents and drive timely resolution

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- Ensure service availability, performance, and user experience outcomes

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- Manage managed service providers (MSPs) and ICT vendors

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- Monitor service performance and hold providers accountable

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- Resolve complex service delivery issues and drive improved outcomes

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- Support contract management, negotiations, and optimisation

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Service Improvement

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- Drive continuous improvement initiatives using service data and insights

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- Identify systemic issues and implement sustainable solutions

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- Mature service management practices aligned to ITIL

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- Provide regular reporting on service performance and risks

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Stakeholder Engagement

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- Build strong relationships across business and technical teams

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- Communicate complex technical issues in a clear, business-friendly manner

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- Manage escalations and influence outcomes with senior stakeholders

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Mandatory Skills

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You are a proven ICT service delivery leader who can operate with a high degree of autonomy and accountability.

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You will :

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- manage ICT service delivery to meet agreed performance, availability and security outcomes

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- lead service operations, including service desk, incident, problem and change management

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- lead and manage multidisciplinary ICT teams, including workforce planning, performance management, and capability uplift

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- manage vendors and service providers to deliver contractual outcomes

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- provide expert advice on service delivery and operational risk

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- Experience in government or large enterprise environments

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- Strong understanding of ITIL / service management frameworks

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- Exposure to Azure, Microsoft 365, and Service Now

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- Experience delivering or supporting cloud/infrastructure transformations

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At Clicks we embrace diversity, inclusion and equal chance. First Nations people are encouraged to apply.

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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 1300 254 *** or email ***@clicks.com.au

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Job Summary

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Pay:

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$110per hour

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Location:

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ACT

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Job Type:

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Contract

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Specialisation:

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Other IT & Telecommunications

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Reference ID:

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BBBH77646

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