Senior ITSM Delivery Lead – Government Accounts

Optus Enterprise; Canberra; Hybrid; AUD 180,000 - 230,000; Full time

Benefits offered by this job

AU$80 monthly credit

25% off Optus products

Hybrid work: 3 days in office, 2 days

Job summary

Optus Enterprise in Canberra seeks a Senior Client Delivery Manager to lead end-to-end delivery of managed ITSM services for a Federal Government client. You will drive service levels, incidents, changes, and continuous improvement, while maintaining financial accountability and strong client relationships.

You will bring 10+ years in ICT, ITIL/ITSM excellence, and experience in complex government environments, with the ability to obtain a Federal Baseline Security Clearance.

Qualifications

• Federal Government Baseline Security Clearance, or ability to obtain one.
• 10+ years in ICT with managed services and complex enterprise/government delivery.
• Strong ITIL/ITSM knowledge and SLA/KPI management.
• Proven cross-functional team leadership and stakeholder influence.
• Excellent commercial and financial acumen for budgets and vendor performance.
• Outstanding communication and presentation skills at all levels.
• Experience with ServiceNow in managed services environments.

Responsibilities

• Lead operational delivery of contracted ITSM services and achieve SLAs.
• Build relationships with client stakeholders and act as escalation point.
• Oversee major incidents, problem management, and change activities.
• Drive continuous service improvement to enhance value and reduce costs.
• Collaborate with internal teams, partners and suppliers for seamless execution.
• Identify client needs and growth opportunities with account teams.

Skills

ITIL

ITSM

ServiceNow

Cross-functional leadership

Vendor management

Stakeholder engagement

Budget management

Tools

ServiceNow

Job description

Optus Enterprise in Canberra seeks a Senior Client Delivery Manager to lead end-to-end delivery of managed ITSM services for a Federal Government client. You will drive service levels, incidents, changes, and continuous improvement, while maintaining financial accountability and strong client relationships.

You will bring 10+ years in ICT, ITIL/ITSM excellence, and experience in complex government environments, with the ability to obtain a Federal Baseline Security Clearance.