Service Desk Manager, FAD Build and Run Team

Australian Electoral Commission; Canberra; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Australian Electoral Commission

Job summary

Australian Electoral Commission in Canberra seeks a Service Desk Manager for the FAD Build and Run Team. You will lead the transition of ICT capabilities from project delivery into business-as-usual operations, ensuring stable support and positive experiences for internal and external stakeholders.

You will collaborate with project leadership, technical teams and business units to provide strategic oversight, governance, and continuous improvement across the Funding and Disclosure Reform Program.

Qualifications

• Demonstrated experience in ICT systems including product management and service delivery.
• Clear written and verbal communication with technical and non-technical audiences.
• Experience preparing complex correspondence, reports or briefs with high accuracy.
• Ability to build collaborative relationships across multidisciplinary teams.
• Ability to manage competing priorities and adapt to changing circumstances under pressure.
• Experience providing analysis and recommendations to support informed decision-making.
• Ability to exercise sound judgement within legislative, policy and operational frameworks.

Responsibilities

• Lead and coordinate the transition of the Funding and Disclosure Reform Program's ICT capability to business-as-usual.
• Establish effective support arrangements and ensure service continuity.
• Develop strong relationships across the FAD Program and CIO Division to align support.
• Provide high-level advice, coordinate governance activities and manage dependencies.
• Support project leadership, technical teams and stakeholders for successful outcomes.

Skills

ICT systems

Product management

Service delivery

Sustainment

Clear communication

Technical documentation

Stakeholder engagement

Prioritisation

Analytical thinking

Decision making

Policy judgement

Education

Project management qualification

ICT/service management qualification

Job description

Service Desk Manager, FAD Build and Run Team

Australian Electoral Commission - Canberra ACT

You will join a collaborative team delivering the Funding and Disclosure (FAD) Reform Program. The program was established to enable the AEC to implement and administer legislative amendments to the Commonwealth Funding and Disclosure Scheme, increasing transparency and accountability in Australia's democratic processes.

The FAD Reform Program comprises the FAD Program Management Office Branch, the FAD Policy, Engagement and Design Branch, and the FAD Technology Branch. Together, these branches are strengthening the AEC’s regulatory capability and designing, building and implementing a new ICT system to support the scheme.

The Build and Run Team plays a key role in ensuring ICT solutions are effectively transitioned into business-as-usual operations, supporting reliable service delivery and sustainable support arrangements. The team works closely with project teams, business areas and technical stakeholders to enable successful adoption, ongoing support and continuous improvement of new capabilities.

The key duties of the position include:

This is an exciting opportunity to join the AEC and contribute to work that has a direct impact on Australia's democratic processes.

As the Service Desk Manager, you will lead and coordinate activities that support the transition of the Funding and Disclosure Reform Program's ICT capability from project delivery into business-as-usual operations. You will play a key role in establishing effective support arrangements, maintaining service continuity and ensuring a positive support experience for both internal and external stakeholders.

Working closely with project leadership, technical teams and business stakeholders, you will provide high-level advice, manage planning and governance activities, coordinate dependencies and contribute to the successful delivery of program outcomes. You will also develop strong relationships across the Funding and Disclosure Reform Program and the Chief Information Officer Division to ensure support arrangements are effective, sustainable and aligned with business needs.

This role offers the opportunity to apply your stakeholder engagement, analytical and ICT service management expertise in a complex and high-profile environment while contributing to nationally significant outcomes.

To excel you’ll have:

We are seeking a motivated and capable professional who can demonstrate the skills, knowledge and experience required to perform successfully in this role, including:

• Demonstrated experience in ICT systems and applications, including product management, service delivery and ongoing sustainment activities.
• Ability to communicate clearly and effectively with a range of technical and non-technical audiences, both verbally and in writing.
• Experience preparing, reviewing and quality assuring complex correspondence, reports, briefs or other documentation with a high level of accuracy and attention to detail.
• Proven capacity to build productive working relationships and collaborate across multidisciplinary teams to achieve shared outcomes.
• Demonstrated ability to manage competing priorities, adapt to changing circumstances and maintain performance under pressure.
• Experience providing analysis, advice and recommendations on complex issues to support informed decision‑making.
• Ability to exercise sound judgement and make well‑reasoned decisions within legislative, policy and operational frameworks.

Desirable

• Relevant qualifications and/or experience in project management, ICT, service management or a related discipline.
• Experience working in, managing or coordinating projects or programs, preferably within an Agile environment.

Eligibility

• AEC employees must be Australian citizens.
• Any person who is, and seen to be active in political affairs, and intends to publicly carry on this activity, may compromise the strict neutrality of the AEC and cannot be considered.
• Applicants are required to consent to, undergo, obtain and maintain a character clearance.
• Applicants are required to consent to, undergo, obtain and maintain the security clearance required for this role.

Getting to know the Australian Electoral Commission

The Australian Electoral Commission (AEC) is at the heart of Australian democracy.The AEC is responsible for conducting federal elections and referendums, maintaining the Commonwealth electoral roll and making sure the Australian public is informed about all electoral matters. Our goal is to see that all eligible Australians actively participate in our democracy.The AEC values of electoral integrity through quality, agility and professionalism drive strategic and corporate planning and assist in organising the agency in a way that will effectively deliver the business into the future.The AEC is an equal opportunity employer which upholds the APS employment principles and actively encourages a diverse and inclusive workplace.The AEC's statutory functions in relation to the conduct of elections and referendums require that the AEC and its employees must be, and must be seen to be, impartial and politically neutral. As a result, the AEC Enterprise Agreement and Political Neutrality Policy state that it is an inherent requirement of AEC employment that employees, and prospective employees, are not publicly active in any political affairs and do not publicly engage in such activities. This includes advocating any issues associated with a referendum. Should a prospective employee fail to meet this inherent requirement, they will be ineligible for employment with the AEC.

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