Defence IT Service Delivery Leader

KBR; Canberra; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Flexible working

Competitive salary

Paid parental leave

Salary packaging/Novated leasing

Employee stock purchase plans

Job summary

KBR is seeking an IT Service Delivery Manager in Canberra to lead service delivery across Defence systems, engage with stakeholders, and drive performance improvements in a dynamic Defence context.

You will report to the Program Manager – AM&C System Sustainment and help shape governance, forecasting, and continuous improvement initiatives while partnering with IT support agencies and industry partners.

Qualifications

• Experience in IT Service Delivery Management or a similar leadership role.
• Strong understanding of ITIL or other recognised IT Service Management frameworks.
• Proven ability to lead, motivate, and develop high-performing teams.
• Experience managing service performance, reporting, and continuous improvement initiatives.
• Strong analytical and problem-solving skills.
• Experience in project forecasting, financial management, governance, and reporting.
• Excellent communication and stakeholder management skills.
• Experience managing vendor relationships and contracted service providers.
• Proven ability to lead multidisciplinary teams toward shared goals.
• ITIL Foundation Certification (or higher) is highly desirable.
• Current NV1 Security Clearance with the ability to obtain and maintain NV2 Clearance if required.

Responsibilities

• Build and maintain strong relationships with Defence customers and key stakeholders, ensuring service delivery consistently meets or exceeds expectations.
• Define, implement, and improve service delivery processes and procedures based on ITIL and industry best practices.
• Lead and support teams delivering critical IT services, fostering high performance, collaboration, and professional growth.
• Support project planning activities, including scope definition, forecasting, budgeting, scheduling, and governance.
• Identify, manage, and mitigate project and service delivery risks, issues, and dependencies.
• Collaborate with strategy, engineering, and delivery teams to determine solution implementation approaches and successful outcomes.
• Drive continuous improvement initiatives by identifying opportunities to enhance processes, performance, and service efficiency.
• Monitor Service Level Agreements (SLAs), service metrics, and System Health Indicators to ensure operational excellence.
• Act as the primary escalation point for critical incidents and service delivery issues, ensuring timely resolution and effective stakeholder communication.
• Prepare and contribute to key Commonwealth deliverables, including Support Services Management Plans, Performance Measurement Reports, and Program Execution Plans.
• Provide informed recommendations by assessing the business impact of technical, operational, and policy decisions.

Skills

IT Service Delivery

ITIL

Leadership

Stakeholder mgmt

Forecasting

Budgeting

Vendor management

Communication

Problem solving

Multidisciplinary teams

Education

Bachelor's degree

Job description

KBR is seeking an IT Service Delivery Manager in Canberra to lead service delivery across Defence systems, engage with stakeholders, and drive performance improvements in a dynamic Defence context.

You will report to the Program Manager – AM&C System Sustainment and help shape governance, forecasting, and continuous improvement initiatives while partnering with IT support agencies and industry partners.