Service Manager

Profectus; Canberra; Hybrid; AUD 110,000 - 150,000; Full time

Job summary

Profectus is seeking an experienced Service Manager to support conformance incident and problem management services within an Australian Government agency. You will manage relationships with external third-party software vendors and drive software and platform defects through to permanent resolution in line with agreed SLAs.

The role requires handling vendor defect tracking, SLA monitoring, root cause analysis review and vendor performance reporting, with hybrid working arrangements across ACT,

Qualifications

• Managing incident, problem, conformance or IT service management processes in complex environments.
• Investigating, tracking and resolving technical issues and software defects.
• Managing software vendors and holding them to agreed service levels.
• Engaging technical specialists and business stakeholders, including managing sensitive issues and influencing outcomes.
• Analysing complex technical and operational issues, evaluating root causes and identifying risks and trends.
• Developing practical recommendations that lead to permanent resolution and service improvement.
• Preparing clear, evidence-based reports and briefings for senior stakeholders.

Responsibilities

• Act as a point of contact for external software vendors on technical problems and defects.
• Log, track and drive vendor defect tickets through to permanent resolution.
• Monitor vendor compliance with contracted problem management response and resolution times.
• Escalate SLA breaches to vendor account managers where required.
• Participate in root cause analysis reviews with external software engineers and internal teams.
• Critically evaluate vendor-provided root cause reviews to confirm fixes are complete and permanent.
• Work with internal product managers and risk assurance teams to communicate resolution timelines and deployment schedules for software fixes.
• Prepare regular reports on vendor performance against SLA targets, trends and recurring vulnerabilities.
• Prepare briefings, reports and recommendations for executive decision-making.
• Identify gaps in current practices and recommend improvements to reduce risk.
• Explain technical issues in plain language for non-technical stakeholders.
• Contribute to team leadership and continuous improvement activities.

Skills

Incident and problem management

Vendor management

Stakeholder management

Root cause analysis

Reporting and briefing

Service management frameworks

Problem solving

Leadership and collaboration

Education

ITIL Foundation certification or higher

Tools

ServiceNow

Jira Service Management

ITSM tooling

Job description

Profectus is seeking an experienced Service Manager to support conformance incident and problem management services within an Australian Government agency. You will manage relationships with external third-party software vendors and drive software and platform defects through to permanent resolution in line with agreed SLAs. The work covers vendor defect tracking, SLA monitoring, root cause analysis review and vendor performance reporting.

Key Responsibilities

• Act as a point of contact for external software vendors on technical problems and defects
• Log, track and drive vendor defect tickets through to permanent resolution
• Monitor vendor compliance with contracted problem management response and resolution times
• Escalate SLA breaches to vendor account managers where required
• Participate in root cause analysis reviews with external software engineers and internal teams
• Critically evaluate vendor-provided root cause reviews to confirm fixes are complete and permanent
• Work with internal product managers and risk assurance teams to communicate resolution timelines and deployment schedules for software fixes
• Prepare regular reports on vendor performance against SLA targets, trends and recurring vulnerabilities
• Prepare briefings, reports and recommendations for executive decision-making
• Identify gaps in current practices and recommend improvements to reduce risk
• Explain technical issues in plain language for non-technical stakeholders
• Contribute to team leadership and continuous improvement activities

Required Experience

• Managing incident, problem, conformance or IT service management processes in complex environments
• Investigating, tracking and resolving technical issues and software defects
• Managing software vendors and holding them to agreed service levels
• Engaging technical specialists and business stakeholders, including managing sensitive issues and influencing outcomes
• Analysing complex technical and operational issues, evaluating root causes and identifying risks and trends
• Developing practical recommendations that lead to permanent resolution and service improvement
• Preparing clear, evidence-based reports and briefings for senior stakeholders
• Working across multiple vendors at once
• Managing competing priorities and delivering under limited direction
• ITIL Foundation certification or higher
• Experience with ITSM tools such as ServiceNow or Jira Service Management
• Vendor contract and SLA management within Australian Government
• Exposure to software conformance testing or compliance assurance programs
• Previous experience at APS6 level or equivalent

Security Clearance Requirements

• Must be an Australian Citizen
• Current AGSVA Baseline Security Clearance

Working Arrangements

• Hybrid
• ACT, NSW or QLD

Why Profectus

Profectus partners with Australian Government agencies to deliver trusted ICT capability across complex delivery programs. We take a long term, relationship driven approach, supporting our people across the full lifecycle of their engagement while contributing to outcomes of national importance.