Federal Government | Initial Contract + 2 x 12-Month Extensions

- Australian Citizenship Required | Must be eligible for Baseline Security Clearance
- Remote candidates will not be considered
- Hybrid working arrangements | Sydney, Canberra or Brisbane
- Initial contract until 30 June 2027 + extension options
- Complex enterprise technology environment

The Opportunity

Davidson is seeking an experienced IT Service Manager-Problem & Vendor Management to join a Federal Government organisation delivering critical technology services.

This role will focus on technical problem management, third-party software vendor coordination and service governance within a complex, multi-vendor workplace.

You will play a key role in ensuring technical defects and recurring issues are effectively investigated, tracked and permanently resolved, while driving vendor accountability, service quality and continuous improvement.

Key Responsibilities

- Manage relationships with external software vendors to coordinate the investigation and resolution of technical defects.
- Oversee problem management activities, including defect tracking, root cause analysis and permanent remediation.
- Monitor vendor performance against agreed Service Level Agreements (SLAs), managing escalations and ensuring timely resolution.
- Work closely with software developers, product managers and internal stakeholders to coordinate technical solutions and deployment schedules.
- Review vendor root cause analysis findings and ensure corrective actions address underlying issues.
- Identify recurring problems, operational risks and opportunities for service improvement.




- Prepare vendor performance reports, executive briefings and recommendations for senior stakeholders.
- Support service governance, quality assurance and continuous improvement initiatives.

Skills & Experience

- Minimum 3–5 years' experience in IT Service Management, Technical Problem Management or Vendor Operations.
- Demonstrated experience managing technical incidents, software defects and problem management processes in complex IT environments.
- Strong experience managing third-party software vendors, including SLA compliance, escalation and performance management.
- Sound understanding of root cause analysis, technical service delivery and permanent defect remediation.
- Hands-on experience with enterprise ITSM and issue-tracking tools such as ServiceNow or Jira.
- Strong analytical, risk management and problem-solving capabilities.
- Excellent communication and stakeholder engagement skills, including preparing reports and briefings for senior management.
- Ability to manage competing priorities and deliver outcomes with minimal supervision.

Experience working in complex government or enterprise technology environments will be highly regarded.

Eligibility

Australian Citizenship is required , and applicants must be eligible to obtain an Australian Government Baseline security clearance.

Remote candidates will not be considered.

Please submit your current resume to apply. If you'd like a confidential discussion about the role, please contact Terry Park on View email address on viewjobs.com.au quoting reference JN -102026-44495. To learn more about Davidson, visit davidsonwp.com .

📌 IT Service Manager- Problem & Vendor Management (Sydney)
🏢 Davidson
📍 Sydney