IT Service Delivery Manager

Clicks IT Recruitment; Canberra; On-site; AUD 125,000 - 178,000; Full time

Job summary

Clicks is partnering with a national organisation to appoint an experienced IT Service Delivery Manager. You will lead end-to-end ICT service operations in a complex enterprise, owning performance across infrastructure, platforms and end-user services to ensure reliability and security aligned to business outcomes.

You will manage service desks, incidents, problems and changes, lead multidisciplinary ICT teams, and drive improvements in service delivery.

Qualifications

• Proven ICT service delivery leadership with autonomy and accountability.
• Experience in government or large enterprise environments.
• Strong understanding of ITIL and service management frameworks.
• Exposure to Azure, Microsoft 365 and ServiceNow.
• Experience delivering or supporting cloud/infrastructure transformations.

Responsibilities

• Lead ICT service delivery to meet agreed performance, availability and security outcomes.
• Oversee service desk, incident, problem and change management processes.
• Act as the escalation point for major incidents and drive timely resolution.
• Ensure service availability, performance, and user experience outcomes.
• Manage managed service providers (MSPs) and ICT vendors.
• Monitor service performance and hold providers accountable.
• Resolve complex service delivery issues and drive improved outcomes.
• Support contract management, negotiations, and optimisation.

Skills

ITIL

Stakeholder management

Vendor management

Leadership

Performance management

Tools

Azure

Microsoft 365

ServiceNow

Job description

We are partnering with a highly regarded national organisation that plays a critical role in supporting large-scale programs with meaningful impact across Australia. This is an exciting opportunity for an experienced IT Service Delivery Manager to lead end-to-end ICT service operations in a complex, enterprise environment. You will take ownership of service performance across infrastructure, platforms, and end-user services-ensuring they are reliable, secure, and aligned to business outcomes.

Key Responsibilities

Service Leadership & Operations

• Lead ICT service delivery to meet agreed SLAs, KPIs, and user expectations
• Oversee service desk, incident, problem, and change management processes
• Act as the escalation point for major incidents and drive timely resolution
• Ensure service availability, performance, and user experience outcomes
• Manage managed service providers (MSPs) and ICT vendors
• Monitor service performance and hold providers accountable
• Resolve complex service delivery issues and drive improved outcomes
• Support contract management, negotiations, and optimisation

Service Improvement

• Drive continuous improvement initiatives using service data and insights
• Identify systemic issues and implement sustainable solutions
• Mature service management practices aligned to ITIL
• Provide regular reporting on service performance and risks

Stakeholder Engagement

• Build strong relationships across business and technical teams
• Communicate complex technical issues in a clear, business-friendly manner
• Manage escalations and influence outcomes with senior stakeholders

Mandatory Skills

You are a proven ICT service delivery leader who can operate with a high degree of autonomy and accountability.

You will :

• manage ICT service delivery to meet agreed performance, availability and security outcomes
• lead service operations, including service desk, incident, problem and change management
• lead and manage multidisciplinary ICT teams, including workforce planning, performance management, and capability uplift
• manage vendors and service providers to deliver contractual outcomes
• provide expert advice on service delivery and operational risk
• Experience in government or large enterprise environments
• Strong understanding of ITIL / service management frameworks
• Exposure to Azure, Microsoft 365, and ServiceNow
• Experience delivering or supporting cloud/infrastructure transformations

At Clicks we embrace diversity, inclusion and equal opportunity. First Nations people are encouraged to apply.

We provide reasonable adjustments, including alternate formats to the recruitment process for individuals with a disability. If you require an adjustment to be made during the recruitment process, please call 1300 254 *** or email ***********@clicks.com.au

Job Summary

Pay:

$110per hour

Location:

ACT

Job Type:

Contract

Specialisation:

Other IT & Telecommunications

Reference ID:

BBBH77646