Federal ITSM Delivery Lead — Incident & Service Improvement

Singtel; Canberra; Hybrid; Confidential; Full time

Benefits offered by this job

Flexible work arrangements

Employee discounts

Parental leave (16 weeks)

Counselling services 24/7

Learning & development via Optus U

Diversity & inclusion networks

Job summary

Optus in Canberra seeks a Senior Client Delivery Manager to lead the end-to-end operational delivery of managed ITサービス for a major Federal Government customer. You will drive service levels, manage incidents, and deliver continuous improvements while maintaining strong client relationships.

You will coordinate cross-functional teams, oversee transitions and changes, and identify opportunities to grow value and account success in a matrixed environment.

Qualifications

• Federal Government Baseline Security Clearance or ability to obtain one.
• 10+ years' ICT experience including managed services in complex enterprise or government environments.
• Proven ITSM expertise with ITIL knowledge and KPI/SLA management.
• Demonstrated success leading cross-functional/matrixed teams and stakeholder engagement.
• Strong commercial and financial acumen with budgeting and vendor experience.
• Excellent stakeholder management, communication, and presentation skills.
• Experience with ServiceNow and managed services customer relationships.

Responsibilities

• Lead the operational delivery of ITSM services ensuring SLAs/KPIs are met.
• Build relationships with client stakeholders as trusted advisor and escalation point.
• Oversee major incidents, problem management, service transitions, and changes.
• Drive continuous service improvement to enhance performance and value.
• Collaborate with internal delivery teams, partners, and suppliers to ensure seamless service execution.
• Identify growth opportunities and support account growth and long-term success.

Skills

ITIL

ITSM

Cross-functional

Stakeholder mgmt

Budget mgmt

ServiceNow

Vendor mgmt

Communication

Delivery leadership

Government/enterprise

Tools

ServiceNow

Job description

Optus in Canberra seeks a Senior Client Delivery Manager to lead the end-to-end operational delivery of managed ITサービス for a major Federal Government customer. You will drive service levels, manage incidents, and deliver continuous improvements while maintaining strong client relationships.

You will coordinate cross-functional teams, oversee transitions and changes, and identify opportunities to grow value and account success in a matrixed environment.