Delivery Manager

Aurec; Canberra; On-site; AUD 140,000 - 190,000; Full time

Job summary

Aurec is seeking an experienced IT Operations and Service Delivery Manager to lead governance, resilience, and service excellence for a major federal government client from Canberra. You will drive operational maturity, enable automation, and leverage data analytics to deliver business-critical outcomes.

The role focuses on leading incident and change processes, optimizing CMDB and asset management, and maturing supplier performance while mentoring teams to adopt continuous improvement

Qualifications

• Extensive experience in IT operations leadership and service delivery.
• Proven ability to drive continuous service improvement and governance.
• Strong stakeholder engagement and executive communication skills.

Responsibilities

• Govern operational delivery of enterprise technology services with high availability and resilience.
• Lead ITIL-aligned processes: Incident, Change, Problem, CMDB, and Asset Management.
• Manage major incidents, risk management, and root-cause analyses.
• Coach teams and foster a culture of service excellence and innovation.
• Develop operational analytics dashboards and scorecards for executives.
• Oversee supplier performance and vendor relationships against KPIs.

Skills

ITIL Expertise

ServiceNow ITSM

CMDB

Asset Management

Azure

Microsoft 365

Intune

Data Analytics

Tools

Azure

Microsoft Intune

Microsoft 365

Job description

We are seeking an experienced IT Operations and & Service Delivery Manager to join a forward-thinking technology team driving operational governance, resilience, and service excellence across a major federal government client. Lead the operational maturity and continuous improvement of enterprise platforms, leveraging automation, data analytics, and modern ITIL frameworks to deliver seamless, business-critical outcomes.

Your Responsibilities Include:

• Lead Operational Performance: Govern the operational delivery of enterprise technology services to ensure high availability, security, resilience, and alignment with overarching business requirements.
• Oversee IT Service Governance: Direct and mature ITIL-aligned processes across Incident, Major Incident, Problem, Change Enablement, Asset, and Configuration Management (CMDB).
• Manage Major Incidents & Risk: Serve as the senior escalation point for critical service disruptions, directing major incident responses, conducting root-cause analyses, and coordinating risk remediation.
• Drive Supplier & Vendor Performance: Manage relationships with managed service providers and technology vendors, reviewing performance against contractual KPIs and service level obligations.
• Deliver Analytics & Executive Insights: Develop operational dashboards, service metrics, and performance scorecards to leverage data-driven insights and continuous service improvement.
• Uplift Capability & Culture: Mentor operational teams, foster a culture of service excellence and innovation, and support organisational adoption of process improvements.

To be successful in this position, you will ideally bring:

• technical Toolkit: Deep ITIL framework expertise, ServiceNow (ITSM, CMDB, Asset Management, Service Performance Analytics), Microsoft 365, Azure, and Microsoft Intune or similar enterprise management platforms.
• Experience: Proven track record in IT operations leadership, enterprise service delivery, supplier performance management, and leading continuous service improvement initiatives.
• Core Capabilities: Exceptional stakeholder engagement, negotiation, and communication skills, with the ability to translate complex technical issues for executive audiences and influence positive change.