Service Delivery Lead — ICT Support (Canberra)

Digital Health Inc; Canberra; On-site; AUD 101,000 - 114,000; Full time

Benefits offered by this job

15.4% superannuation

Salary packaging

Parental leave

Wellbeing program

Job summary

Australian Digital Health Agency in Canberra is seeking a Team Leader, Service Delivery to oversee the day‑to‑day ICT support services that enable staff to work securely and effectively. Based onsite, you will lead a team delivering high‑quality support across the agency, providing people leadership and driving continuous improvement.

You will manage incidents, requests and escalations, oversee IAM, asset management and end‑user services, and report on performance to stakeholders.

Qualifications

• Demonstrated experience leading an ICT service delivery or operational support team, including allocating work and coaching staff.
• Strong knowledge of IT service management practices and incident/ escalation handling in a complex environment.
• Experience with enterprise end‑user computing environments and related tools.
• Proven ability to measure service performance and drive continuous improvement.
• Excellent written and verbal communication with stakeholders.
• Experience with ServiceNow, Jira or Confluence for service delivery.

Responsibilities

• Lead and develop a high‑performing Service Delivery team with coaching and oversight.
• Manage incidents, service requests, escalations and workloads for timely support outcomes.
• Oversee onboarding, offboarding, IAM, asset management, and end‑user tech services.
• Monitor performance metrics, feedback and reporting; drive improvements.
• Build stakeholder relationships and lead service improvement initiatives.

Skills

IT service management

Incident management

End-user computing

Stakeholder management

Leadership

Microsoft 365

ServiceNow

Jira

Confluence

Team leadership

Identity and access management

Tools

ServiceNow

Jira

Confluence

Microsoft 365

Intune

Entra ID

SharePoint

Teams

Job description

Australian Digital Health Agency in Canberra is seeking a Team Leader, Service Delivery to oversee the day‑to‑day ICT support services that enable staff to work securely and effectively. Based onsite, you will lead a team delivering high‑quality support across the agency, providing people leadership and driving continuous improvement.

You will manage incidents, requests and escalations, oversee IAM, asset management and end‑user services, and report on performance to stakeholders.