Delivery Manager

Aurec Group; Canberra; On-site; AUD 140,000 - 180,000; Full time

Job summary

Aurec Group seeks an experienced IT Operations and Service Delivery Manager to join a forward-thinking technology team delivering governance, resilience, and service excellence for a major federal government client in Canberra.

You will lead operational maturity, drive continuous improvement, and mentor teams, leveraging ITIL, ServiceNow, and cloud platforms to ensure high availability and data-driven decision making for critical enterprise services, with a focus on dashboards and performance

Qualifications

• ITIL framework expertise and IT operations leadership essential.
• Experience with ServiceNow ITSM, CMDB and asset management required.
• Strong stakeholder engagement and executive communication skills.

Responsibilities

• Govern operational delivery of enterprise services to ensure availability and resilience.
• Mature ITIL-aligned processes across incident, major incident, problem, change enablement, asset, and CMDB management.
• Lead major incident responses and risk remediation.
• Manage relationships with managed service providers and vendors.
• Develop operational dashboards and performance scorecards.
• Mentor teams and drive continuous service improvements.

Skills

IT operations leadership

Stakeholder engagement

Change management

Data-driven insights

Tools

ServiceNow ITSM

ServiceNow CMDB

ServiceNow Asset Mgmt

ServiceNow SPA

Microsoft 365

Azure

Intune

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.