Service Delivery Manager

Working in a key business & services function supporting our Federal Government client, we are seeking a professional and experienced Service Delivery Manager based in Canberra. 

Background

We currently provide sustainment services for an enterprise-wide records management platform. The account is comprised of 7 teams including Level 2 and 3 support, solution architecture, capability development, testing and workflow teams. In total, there are approximately 40 staff working on the account, providing exceptional service to meet and exceed contractual obligations.

Key Responsibilities

Under the direction of the Senior Account Manager, the Service Delivery Manager is quite that - Services and SLA focused - and is required to:

• Manage the day-to-day operation, maintenance and support of the application and associated infrastructure.
• Oversee all service management activities that are required to achieve SLA / KPI compliance as per contractual obligations.
• Work closely with the team to maximise efficiencies and effectiveness of all processes and procedures to encourage continuous improvement initiatives.
• Provide leadership and management for a large team across a variety of disciplines and skillsets.
• Deploy and manage staff to maximise system availability, reliability and performance, having regard to the resources available.
• Manage the application's capacity planning and (internal) change management functions.
• Advise Client on system capacity, availability, performance, business continuity / disaster recovery, system security and configuration management issues relating to the application.
• Manage the development of the application capability including software upgrades and patches, supporting tools, interfaces with other systems, supporting infrastructure requirements and implementation methodologies.
• Prepare and submit reports as per contractual obligations.
• Manage the relationship with product vendors, including defining and negotiating enhancements to systems.
• Liaise with other agencies on the development of interfaces between the Client's existing and future IT systems and the application, including negotiating and managing the development of the application's elements of such interfaces.
• Liaise with the Client on identifying and developing infrastructure requirements for supporting the delivery of the application's functionality to related organisations, including development of an enterprise architecture and the support of geographically dispersed implementations of the application.
• Continually improve operational and project practices, demonstrating value for money.
• Undertake strategic level planning to ensure the continuity, effectiveness and improvement of the application's functions are available to the Client.
• Oversee and manage variety of projects and tasks simultaneously, managing project deliverables and resource outcomes.
• HR Manager for team leaders and escalation point for team members.
• Work closely with the Senior Account Manager for escalations, identification of areas for improvement and new growth opportunities.

• NV1 Security Clearance.
• Strong experience in Service Delivery and IT Service Management.
• Extensive experience in management of complex projects.
• Strong experience in vendor management.
• Demonstrated experience in the management of implementations of hardware and software upgrades.
• Excellent oral and written communication skills.
• Strong leadership and interpersonal skills, including organisation and delegation.
• Work effectively in a team environment.
• Demonstrated experience managing public sector (stakeholder) relationships.
• Ability to contribute to strategic planning.
• Demonstrated experience with Commonwealth Procurement - i.e., writing and / or responding to public sector procurement requests (RFQ / RFI / RFP, etc.).
• Excellent analytical skills.
• Strong time management and multi-tasking skills.