Service Delivery Manager

Aurec; Canberra; On-site; AUD 150,000 - 210,000; Full time

Job summary

Aurec invites an experienced IT Operations leader to direct governance, resilience and service excellence for enterprise platforms in a Federal Government setting. You will champion automation, predictive analytics and matured ITIL practices to uplift capability and foster a high-performance service culture.

You will oversee end-to-end delivery, embed ITIL processes, and act as the senior escalation authority during disruptions, driving RCA and preventative risk measures while coordinating with

Qualifications

• Deep expertise in ITIL and service-management
• Experience leading enterprise IT operations and vendor ecosystems
• Strong stakeholder management and executive communication

Responsibilities

• Oversee end-to-end operational delivery of mission-critical technology services
• Embed ITIL-aligned processes across Incident, Major Incident, Problem, Change Enablement, Asset and CMDB
• Act as senior escalation authority during disruptions and drive RCA and remediation
• Manage vendors, KPIs, milestones, and SLAs with external partners
• Design dashboards and metrics for leadership visibility
• Coach and develop operations teams and promote continuous improvement

Skills

ITIL frameworks

ServiceNow ITSM/CMDB/ITAM/Performance-

Microsoft 365

Azure

Intune

Tools

ServiceNow

Microsoft 365

Azure

Intune

Job description

This could be your opportunity to step into an influential leadership role directing operational governance, resilience, and service excellence across business-critical enterprise platforms within a major Federal Government environment.

Be the champion of modern service delivery by leveraging automation, predictive data analytics, and mature ITIL frameworks to elevate technology capability and foster a high-performance service culture.

Role & Responsibilities

• Oversee end-to-end operational delivery of mission-critical technology services, ensuring optimal platform availability, security posture, resilience, and alignment with department priorities.

• Mature and embed comprehensive ITIL-aligned processes across Incident, Major Incident, Problem, Change Enablement, Asset, and Configuration Management (CMDB).

• Act as the senior operational escalation authority during critical disruptions, orchestrating rapid incident triage, thorough root-cause investigations, and preventative risk remediation.

• Drive accountability across managed service providers and external technology partners, rigorously managing contract KPIs, operational milestones, and SLA adherence.

• Design and maintain rich operational dashboards, telemetry scorecards, and service metrics to provide senior leadership with clear, data-driven visibility into platform health.

• Coach and develop internal operational personnel, championing continuous improvement, cross-functional collaboration, and the adoption of modern operational standards.

Skills & Experience Required:

• Deep expertise in ITIL frameworks, alongside hands-on command of the ServiceNow ecosystem (ITSM, CMDB, ITAM, Performance Analytics), Microsoft 365, Azure, and modern device management tooling such as Microsoft Intune.

• Demonstrated track record leading enterprise IT operations and service delivery teams, managing complex vendor ecosystems, and executing measurable continuous service improvement programs.

• Outstanding executive-level stakeholder management, negotiation acumen, and communication skills, with a proven ability to translate operational complexity into actionable business insights.

Eligibility & Clearance Requirements

• Security Clearance: Candidates must hold a current Baseline at minimum

• Canberra Based, onsite opportunity