Canberra-Based ICT Service Delivery Lead

Digital Health Inc; Canberra; On-site; AUD 120,000 - 160,000; Full time

Job summary

The Australian Digital Health Agency is seeking a Team Leader, Service Delivery to guide the day-to-day ICT support services that enable staff to work securely and effectively. Based onsite in Canberra, you will lead a team responsible for delivering high-quality technology support across the Agency.

You will drive performance, manage escalations and continually improve service delivery. This leadership role requires strong people management, ITSM expertise and the ability to build strong

Qualifications

• Experience leading ICT service delivery teams.
• Strong knowledge of IT service management practices and incident management.
• Demonstrated ability to manage performance and build a positive, customer-focused culture.
• Excellent written and verbal communication with stakeholders.
• Ability to coordinate across teams and manage priorities in a fast-paced environment.

Responsibilities

• Lead and develop a high-performing Service Delivery team with coaching and oversight.
• Manage incidents, service requests, escalations and workloads for timely support outcomes.
• Oversee onboarding/offboarding, identity and access management, asset management and end-user services.
• Monitor service performance and report on metrics, with continuous improvement initiatives.
• Build strong stakeholder relationships and drive service quality and user experience improvements.

Skills

ITIL

Incident management

Stakeholder management

Team leadership

End-user support

Service delivery

Tools

ServiceNow

Jira

Confluence

Job description

The Australian Digital Health Agency is seeking a Team Leader, Service Delivery to guide the day-to-day ICT support services that enable staff to work securely and effectively. Based onsite in Canberra, you will lead a team responsible for delivering high-quality technology support across the Agency.

You will drive performance, manage escalations and continually improve service delivery. This leadership role requires strong people management, ITSM expertise and the ability to build strong