EL2 Lead Delivery Manager

Softtest pays pty ltd; Canberra; On-site; AUD 120,000 - 180,000; Full time

Job summary

DFAT is seeking a seasoned Project / Delivery Manager to act as the primary liaison for Managed ICT services, ensuring consistent delivery and alignment with contracts and business objectives. The role emphasizes stakeholder engagement and end-to-end service governance.

The successful candidate will manage transitions, oversee SLAs and KPIs, and collaborate across internal teams and external vendors to maintain system functionality and service quality.

Qualifications

• Experience delivering managed ICT services and leading service delivery improvements.
• Strong stakeholder management and relationship building at all levels.
• Contract management, SLAs, and KPI alignment with business objectives.

Responsibilities

• Oversee end-to-end delivery of managed ICT services.
• Renew and manage contracts for ICT services and vendors.
• Lead transition of new services, ensuring service readiness and clear expectations.
• Ensure services meet contractual SLAs and KPIs.
• Collaborate with internal teams and external vendors for seamless operation.
• Maintain customer relationships and provide clear communications at operational and executive levels.
• Drive continuous improvement and accurate service documentation.

Skills

IT service management

Job description

Australian Citizens with NV2 Clearance residing in Australia only respond.

Job details

The Exchange & Operating Environment Support Section within the Infrastructure & Operational Support Branch of DFAT's Information Management & Technology Division is seeking a highly experienced Project / Delivery Manager to serve as the primary point of contact for the departments Managed ICT services, ensuring effective and consistent delivery. This role will be the key liaison between providers and internal technical teams, and responsible for managing end-to-end service delivery processes, maintaining strong stakeholder relationships, and ensuring that service performance aligns with contractual obligations and business objectives.

Key duties and responsibilities

The role will be responsible for overseeing the successful delivery of Managed ICT services at DFAT. Key responsibilities and duties include;

• Reviewing and renewing contracts for managed ICT services.
• Identifying the technical risks and prepare the State of Requirements for an Approach to Market for Windows 11 MOE and Applications packaging support
• Taking on the lead role for transition of new services or providers, ensuring stakeholder engagement, service readiness and clear expectations.
• Ensuring services are delivered in line with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Working closely with other teams and external vendors to ensure seamless system functionality, integration, and efficiency.
• Building and maintaining strong customer relationships, ensuring consistent communication and engagement at both operational and executive levels.
• Managing service expectations and facilitating continuous improvement.
• Ensuring accurate and up-to-date service documentation and escalation procedures.

The Skills Framework for the Information Age (SFIA) has been used to inform the requirements. In summary, DFAT seeks suitable candidates with the following relevant skillset:

Skills/Levels:

• Delivery and Operation - Technology Management - Technology service management (ITMG) - Level 6