This could be your prospect to step into an influential leadership role directing operational governance, resilience, and service excellence across business-critical enterprise platforms within a major Federal Government environment.

Be the champion of modern service delivery by leveraging automation, predictive data analytics, and mature ITIL frameworks to elevate technology capability and foster a high-performance service culture.

Role & Responsibilities

- Oversee end-to-end operational delivery of mission-critical technology services, ensuring optimal platform availability, security posture, resilience, and alignment with department priorities.

- Mature and embed comprehensive ITIL-aligned processes across Incident, Major Incident, Problem, Change Enablement, Asset, and Configuration Management (CMDB).

- Act as the senior operational escalation authority during critical disruptions, orchestrating rapid incident triage, thorough root-cause investigations, and preventative risk remediation.

- Drive accountability across managed service providers and external technology partners, rigorously managing contract KPIs, operational milestones, and SLA adherence.

- Design and maintain rich operational dashboards,



telemetry scorecards, and service metrics to provide senior leadership with clear, data-driven visibility into platform health.

- Coach and develop internal operational personnel, championing continuous improvement, cross-functional collaboration, and the adoption of modern operational standards.

Skills & Experience Required:

- Deep expertise in ITIL frameworks, alongside hands-on command of the ServiceNow ecosystem (ITSM, CMDB, ITAM, Performance Analytics), Microsoft 365, Azure, and modern device management tooling such as Microsoft Intune.

- Demonstrated track record leading enterprise IT operations and service delivery teams, managing complex vendor ecosystems, and executing measurable continuous service improvement programs.

- Outstanding executive-level stakeholder management, negotiation acumen, and communication skills, with a proven ability to translate operational complexity into actionable business insights.

Eligibility & Clearance Requirements

- Security Clearance: Candidates must hold a current Baseline at minimum

- Canberra Based, onsite opportunity

📌 Service Delivery Manager (Canberra)
🏢 Aurec
📍 Canberra