Profectus is seeking an experienced Service Manager to support conformance incident and problem management services within an Australian Government agency.
You will manage relationships with external third-party software vendors and drive software and platform defects through to permanent resolution in line with agreed SLAs.
The work covers vendor defect tracking, SLA monitoring, root cause analysis review and vendor performance reporting.
Key Responsibilities
Act as a point of contact for external software vendors on technical problems and defects
Log, track and drive vendor defect tickets through to permanent resolution
Monitor vendor compliance with contracted problem management response and resolution times
Escalate SLA breaches to vendor account managers where required
Participate in root cause analysis reviews with external software engineers and internal teams
Critically evaluate vendor-provided root cause reviews to confirm fixes are complete and permanent
Work with internal product managers and risk assurance teams to communicate resolution timelines and deployment schedules for software fixes
Prepare regular reports on vendor performance against SLA targets, trends and recurring vulnerabilities
Prepare briefings, reports and recommendations for executive decision-making
Identify gaps in current practices and recommend improvements to reduce risk
Explain technical issues in plain language for non-technical stakeholders
Contribute to team leadership and continuous improvement activities
Required Experience
Managing incident, problem,



conformance or IT service management processes in complex environments
Investigating, tracking and resolving technical issues and software defects
Managing software vendors and holding them to agreed service levels
Engaging technical specialists and business stakeholders, including managing sensitive issues and influencing outcomes
Analysing complex technical and operational issues, evaluating root causes and identifying risks and trends
Developing practical recommendations that lead to permanent resolution and service improvement
Preparing transparent, evidence-based reports and briefings for senior stakeholders
Working across multiple vendors at once
Managing competing priorities and delivering under limited direction
ITIL Foundation certification or higher
Experience with ITSM tools such as ServiceNow or Jira Service Management
Vendor contract and SLA management within Australian Government
Exposure to software conformance testing or compliance assurance programs
Previous experience at APS6 level or equivalent
Security Clearance Requirements
Must be an Australian Citizen
Current AGSVA Baseline Security Clearance
Working Arrangements
Hybrid
ACT, NSW or QLD
Why Profectus
Profectus partners with Australian Government agencies to deliver trusted ICT capability across complex delivery programs.
We take a long term, relationship driven approach, supporting our people across the full lifecycle of their engagement while contributing to outcomes of national importance.
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📌 Service Manager (Canberra)
🏢 Profectus
📍 Canberra