Business Change & Service Delivery Coordinator

NTT; Canberra; Hybrid; AUD 110,000 - 140,000; Full time

Job summary

NTT in Canberra, ACT, is seeking a Business Change & Service Delivery Coordinator to sustain, enhance, and deliver critical enterprise healthcare information systems within a large federal government environment.

The role spans business analysis, change coordination, stakeholder engagement, service delivery, and ICT service management. You will translate business needs into technical solutions, coordinate delivery across vendors, and ensure successful outcomes in a complex, fast-paced setting.

Qualifications

• Strong business analysis and stakeholder engagement skills.
• Experience coordinating business and technical change initiatives.
• Ability to work independently in complex environments.
• Excellent communication, facilitation, and relationship management.
• Experience coordinating change initiatives within ICT environments.
• Experience gathering, analysing, and documenting business requirements.

Responsibilities

• Translate business requirements into deliverables for technical teams and service providers.
• Lead work items from initiation through implementation and closure.
• Coordinate delivery activities across multiple stakeholder groups.
• Identify and manage risks, issues, dependencies, and competing priorities.
• Support business readiness activities including communications, training, and implementation planning.
• Monitor and coordinate managed service provider delivered activities.
• Ensure delivery outcomes align with agreed service levels and business expectations.
• Facilitate collaboration between internal teams and external vendors.
• Escalate and manage delivery risks and performance concerns when required.
• Coordinate User Acceptance Testing (UAT) and related testing activities.
• Support test planning, execution, defect tracking, and resolution activities.
• Ensure stakeholders are prepared for the implementation of new or changed services.
• Prepare high-quality reports, briefs, presentations, business cases, and governance artefacts.
• Provide regular updates on project status, risks, issues, and delivery outcomes.
• Support governance forums and decision-making processes.
• Provide operational support across ICT Service Management functions.
• Assist with incident, problem, and change management activities.
• Support investigations into complex incidents and ongoing service improvement initiatives.
• Contribute to continuous improvement and service optimisation activities.

Skills

Business analysis

Stakeholder engagement

Change coordination

Communication

Delivery management

Tools

ITIL

Job description

Business Change & Service Delivery Coordinator

• Lead change coordination in healthcare IT projects
• Support with ICT service management in dynamic environments
• Engage with diverse stakeholders for successful delivery

Canberra, ACT (Hybrid) Immediate Start | Contract to 30 June 2027

Australian Citizenship & Baseline Security Clearance Required

About the Opportunity

We are seeking an experienced Business Change & Service Delivery Coordinator to support the sustainment, enhancement, and delivery of critical enterprise healthcare information systems within a large federal government environment.

This is a unique opportunity for a proactive and versatile professional who enjoys working across business analysis, change coordination, stakeholder engagement, service delivery, and ICT service management. You will play a key role in ensuring business outcomes are successfully translated into technical solutions while supporting the delivery of services that are critical to operational success.

Working within a complex and dynamic environment, you will liaise with business stakeholders, technical teams, managed service providers, and senior leadership to drive the successful delivery of business and technical initiatives.

Key Responsibilities

Business Analysis & Requirements Management

• Translate business requirements into clear deliverables for technical teams and service providers.

Change Coordination & Delivery

• Lead work items from initiation through implementation and closure.
• Coordinate delivery activities across multiple stakeholder groups.
• Identify and manage risks, issues, dependencies, and competing priorities.
• Support business readiness activities including communications, training, and implementation planning.
• Monitor and coordinate managed service provider delivered activities.
• Ensure delivery outcomes align with agreed service levels and business expectations.
• Facilitate collaboration between internal teams and external vendors.
• Escalate and manage delivery risks and performance concerns when required.

Testing & Business Readiness

• Coordinate User Acceptance Testing (UAT) and related testing activities.
• Support test planning, execution, defect tracking, and resolution activities.
• Ensure stakeholders are prepared for the implementation of new or changed services.

Governance & Reporting

• Prepare high-quality reports, briefs, presentations, business cases, and governance artefacts.
• Provide regular updates on project status, risks, issues, and delivery outcomes.
• Support governance forums and decision-making processes.

ICT Service Management Support

• Provide operational support across ICT Service Management functions.
• Assist with incident, problem, and change management activities.
• Support investigations into complex incidents and ongoing service improvement initiatives.
• Contribute to continuous improvement and service optimisation activities.

About You

To be successful in this role, you will demonstrate:

• Strong business analysis and stakeholder engagement skills.
• Experience coordinating business and technical change initiatives.
• Ability to work independently in complex and fast-paced environments.
• Excellent communication, facilitation, and relationship management skills.
• Strong ownership, accountability, and delivery focus.
• Confidence engaging with senior stakeholders and technical teams.
• A proactive, adaptable, and solutions-focused approach.
• Demonstrated experience coordinating business or technical change initiatives within complex ICT environments.
• Experience gathering, analysing, and documenting business requirements.
• Strong stakeholder management experience across business and technical teams.
• Excellent organisational skills with the ability to manage multiple priorities simultaneously.
• Experience producing governance documentation, reports, and presentations.
• Understanding of ICT Service Management practices, including incident, problem, and change management.
• Experience supporting healthcare, enterprise, or mission-critical systems.
• Knowledge of government ICT environments and governance frameworks.
• Experience working with managed service providers and external vendors.
• Familiarity with ITIL or similar ICT Service Management frameworks.
• Experience supporting business change, adoption, and organisational readiness activities.

Security Requirements

• Australian Citizenship is mandatory.
• Current Baseline Security Clearance (minimum) is required.

Why Apply?

• Long-term contract through to June 2027.
• Hybrid Canberra-based working arrangement.
• Opportunity to work on critical national healthcare technology initiatives.
• Collaborative environment with a strong focus on business improvement and service excellence.
• Exposure to complex enterprise systems and large-scale stakeholder engagement.