Service Delivery Manager

Bureau of Meteorology; Melbourne; On-site; AUD 120,000 - 160,000; Full time

Job summary

Bureau of Meteorology in Melbourne seeks a senior leader to provide strategic oversight of vendor-delivered IT services, ensuring alignment with business objectives, contractual outcomes, and service performance. The role reinforces governance with external providers and internal stakeholders, guiding engagement, reporting, and continuous improvement.

You will drive performance management, contract and SLA oversight, risk identification, and service improvement plans, while contributing to

Qualifications

• Experience in vendor engagement and governance.
• Strong negotiation and procurement experience.
• Ability to manage performance against SLAs and contracts.

Responsibilities

• Provides strategic leadership and guidance to vendor-managed services, aligning with objectives and governance.
• Builds relationships with senior stakeholders and external providers to drive performance and accountability.
• Oversees contract and SLA compliance, performance reporting, and service improvement planning.
• Supports procurement activities and supplies strategic input into sourcing decisions.

Skills

Vendor management

Stakeholder management

Contract management

Service delivery

Negotiation

Governance

Job description

The role is responsible for providing strategic leadership and oversight of vendor-delivered services within a complex IT service environment, ensuring alignment between business objectives, contractual outcomes, and service performance.

Acting as a trusted advisor, the position builds and maintains strong relationships with senior internal stakeholders and external service providers, guiding business owners in effective vendor engagement, governance, and performance management. It supports alignment across service expectations, reporting, backlog management, and continuous improvement initiatives, while contributing to the broader SDM community of practice.

The role is accountable for managing the performance of the infrastructure service provider resolving complex issues through effective negotiation, escalation management, and the development of service improvement plans. It supports procurement activities and provides strategic input into sourcing decisions, contracts, and service level agreements, informed by a strong understanding of the commercial environment.

From an operational perspective, the position ensures that service providers deliver in accordance with contractual obligations, proactively identifying risks, dependencies, and opportunities for improvement. It provides timely, insightful reporting on vendor performance, enabling informed decision-making and ensuring transparency across stakeholders.

Supporting the Technology Partner Manager and broader IT Services program, the role contributes to the development of operational procedures, reporting frameworks, and service delivery tools. It also supports business readiness, change management, and service optimisation activities, driving continuous improvement and enhancing overall service effectiveness.

Through strong leadership, stakeholder engagement, and governance, the role ensures that vendor-managed services deliver reliable, value-driven outcomes that support organisational priorities and long-term capability growth.

The role is responsible for providing strategic leadership and oversight of vendor-delivered services within a complex IT service environment, ensuring alignment between business objectives, contractual outcomes, and service performance.

Acting as a trusted advisor, the position builds and maintains strong relationships with senior internal stakeholders and external service providers, guiding business owners in effective vendor engagement, governance, and performance management. It supports alignment across service expectations, reporting, backlog management, and continuous improvement initiatives, while contributing to the broader SDM community of practice.

The role is accountable for managing the performance of the infrastructure service provider resolving complex issues through effective negotiation, escalation management, and the development of service improvement plans. It supports procurement activities and provides strategic input into sourcing decisions, contracts, and service level agreements, informed by a strong understanding of the commercial environment.

From an operational perspective, the position ensures that service providers deliver in accordance with contractual obligations, proactively identifying risks, dependencies, and opportunities for improvement. It provides timely, insightful reporting on vendor performance, enabling informed decision-making and ensuring transparency across stakeholders.

Supporting the Technology Partner Manager and broader IT Services program, the role contributes to the development of operational procedures, reporting frameworks, and service delivery tools. It also supports business readiness, change management, and service optimisation activities, driving continuous improvement and enhancing overall service effectiveness.

Through strong leadership, stakeholder engagement, and governance, the role ensures that vendor-managed services deliver reliable, value-driven outcomes that support organisational priorities and long-term capability growth.

The key duties of the position include:

Leadership

• Provides strategic leadership and expert guidance to Bureau Business Owners receiving managed vendor support, fostering alignment across vendor expectations, relationship management, governance, reporting, backlog oversight, continuous improvement, and future engagement planning.
• Cultivates and sustains long-term, collaborative relationships with senior internal and external stakeholders, actively contributing to the Service Delivery Management (SDM) community of practice.
• Supports the IT Services program, DDG, and other functions to promote a high-performing service delivery environment, including knowledge transfer and capability uplift.
• Implements the Bureau's Service Delivery Management framework, including a strategic roadmap to build future capability and maturity.
• Maintains a broad understanding of the commercial environment to inform commercial strategies and sourcing plans.

Supplier Management

• Negotiates with Business Owners and service providers to resolve issues, influence contractual outcomes, and ensure delivery aligns with Bureau objectives.
• Develops and maintains Service Improvement Plans with relevant vendors, including roadmap reviews and capacity planning.
• Manages escalations to resolve incidents, address performance concerns, and ensure service continuity.
• Contributes to procurement activities, including tender evaluations, acceptance documentation, and advice on contracts and service level agreements.

Operational Management

• Ensures service providers deliver contracted operational support and IT service management functions in accordance with agreed terms.
• Proactively identifies and escalates risks, dependencies, and issues within the IT Services program domain, collaborating with stakeholders to resolve constraints and unlock opportunities.
• Delivers timely, insightful reporting on managed vendor performance to meet stakeholder requirements.
• Supports the Technology Partner Manager in developing and implementing operational procedures, reporting cadence, and service delivery tools.
• Undertakes ad hoc activities as required, including business readiness, change management, continuous improvement, and service optimisation.
• Adheres to all Bureau work health and safety policies and procedures, ensuring personal safety and the wellbeing of employees, contractors, and visitors.

Complying with all Bureau work, health and safety policies and procedures, and taking reasonable care for your own health and safety and that of employees, contractors and visitors who may be affected by your conduct.

Getting to know the Bureau of Meteorology

The Bureau of Meteorology is one of the few organisations that touches the lives of all Australians and all Australia, every day. The Bureau works across Australia and remote islands, providing services from the Antarctic to beyond the equator, and from the Indian Ocean to the Pacific.We are Australia's national weather, climate and water agency, in the Agriculture, Water and Environment portfolio of the Australian Government, operating under the authority of the Meteorology Act 1955 and the Water Act 2007. We provide data, information, knowledge, insight and wisdom to help Australians prepare and respond to the realities of their natural environment, including droughts, floods, fires, storms, tsunami and tropical cyclones.Our products and services include observations, forecasts, analysis and advice covering Australia's atmosphere, water, oceans and space environments. We undertake focused scientific research in support of our operations and services. Through regular forecasts, warnings, monitoring and advice, we provide one of Australia's most fundamental and widely used public services.We have strong relationships with our customers, partners and stakeholders in Australia, including the Australian Community and the emergency services sectors, all-levels of Government, and focus sectors including aviation, agriculture, energy and resources, national security and water.