The Service Delivery Manager (SDM) is responsible for the successful delivery, governance and continuous improvement of Personnel Application Sustainment and Support Services (PASSS) on behalf of the Supplier.

This role is responsible for driving service performance, leading multi-disciplinary teams, managing supplier obligations, mitigating risks, and identifying opportunity to improve service quality, operational efficiency and business outcomes.

Key responsibilities

Lead, plan, coordinate and monitor the delivery of PASSS services, ensuring alignment with agreed service levels, performance measures, operational priorities, governance requirements, and contractual obligations

Establish service delivery priorities and coordinate supplier resources to achieve agreed customer outcomes

Ensure sustainment activities are delivered effectively through proactive planning, prioritisation, resource management, and issue resolution

Maintain accountability for supplier service performance and implement corrective actions where required to achieve agreed outcomes

Provide trusted strategic and operational advice to Commonwealth stakeholders on service management, operational sustainability, emerging risks, technology opportunities, and service improvement initiatives





Implement and operate agreed service delivery governance processes to support transparency, accountability and effective service oversight

Act as the principle supplier representative for PASSS service delivery and maintain solid working relationships with Commonwealth stakeholders, technical subject matter experts, and third-party vendors

Provide leadership and direction across all sustainment support functions to ensure coordinated and integrated service delivery

Monitor service delivery effort, resource utilisation, and operational costs to support efficient and effective service delivery

Monitor sustainment service performance against agreed service levels, key performance indicators (KPI's), and operational objectives

About you

Ability to provide leadership across multi-disciplinary teams

Experience managing supplier obligations and contractual commitments

Capability to provide strategic and operational advice on complex matters

Experience with service delivery governance and compliance requirements

Demonstrated ability to manage risk and issue resolution

Experience with performance monitoring and reporting

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📌 Service Delivery Manager (Canberra)
🏢 ARRPWERE CONSULTING
📍 Canberra