Senior Service Delivery Manager

Strategic Partners Australia; Canberra; Hybrid; AUD 130,000 - 180,000; Full time

Job summary

Strategic Partners Australia is seeking a Service Delivery Manager (EL1) for a Federal Government client. The role focuses on overseeing the delivery and operation of services, ensuring the realisation of benefits from technology investments and a strong emphasis on user experience.

The position requires managing service performance, stakeholder relationships, and continuous improvement while ensuring alignment with government policy and security standards.

Qualifications

• Experience delivering government IT services in complex environments.
• Ability to manage service catalogs and SLAs.
• Strong stakeholder communications and leadership.
• Experience with risk, security, and governance in line with policy.

Responsibilities

• Oversee delivery and support of internal and external services, ensuring benefits of technology investments.
• Ensure customer-focused delivery aligned with department mission outcomes and service standards.
• Lead continuous improvement, manage performance, stakeholder relationships.
• Lead development and testing of business continuity plans.
• Coordinate integration of internal and external services and manage changes/incidents.

Skills

Stakeholder management

Service delivery

Governance

Customer focus

Leadership

Communication

Job description

One of our Federal Government Clients is seeking to engage a Service Delivery Manager - EL1

Please check below all the job details:

• Contract Duration: 03 Years (12 Months initially + 24 Months extension)
• Work Location: Only available in Canberra, Brisbane, Melbourne and Perth (Hybrid working available)
• Eligibility: You must need to have NV2 clearance or above
• Tentative Start Date: 26th Oct 2026
• Working Hours: 8 hours a day/ 40 hours a week

Key duties and responsibilities:

• Department requires a Service Delivery Manager to oversee the delivery and operational support of internal and external services and solutions, ensuring Department realises the intended benefits of its technology investments.
• The role is accountable for the effective, efficient, and customer‑focused delivery of assigned services, with a strong emphasis on user experience and ensuring services are aligned with and enable Department's mission outcomes. Operating across governed environments, the role manages service performance, stakeholder relationships, and continuous improvement activities in compliance with government policy, legislative obligations, and agreed service standards.
• The Service Delivery Manager exercises a high level of autonomy and professional judgement, providing leadership, oversight, and expert advice across internal teams and external service providers. The role continuously identifies and drives opportunities to enhance service delivery, ensuring services remain responsive to evolving user needs and organisational priorities.

Key duties and responsibilities:

• Managing stakeholder communications and acting as a point of contact for current and future customers.
• Preparing, planning and managing new or changed services, service catalogues, and associated service agreements, to meet business requirements.
• Managing the performance services contribution to business outcomes, financial costs and sustainability, whether delivered internally or sourced externally, for continuous improvement.
• Managing the integration of internal and external services.
• Ensuring that all agreed services are documented and remain current.
• Ensuring that all solutions and processes comply with security and technology standards.
• Managing planned and unplanned changes, ensuring approved organisational change management processes are adhered to, disruption is minimised and managed, and customers are kept informed.
• Managing and testing branch response to a range of incident types across delivered services.
• Lead the development, and testing, of business continuity plans.