Team Leader

Digital Health Inc; Canberra; On-site; AUD 120,000 - 160,000; Full time

Job summary

The Australian Digital Health Agency is seeking a Team Leader, Service Delivery to guide the day-to-day ICT support services that enable staff to work securely and effectively. Based onsite in Canberra, you will lead a team responsible for delivering high-quality technology support across the Agency.

You will drive performance, manage escalations and continually improve service delivery. This leadership role requires strong people management, ITSM expertise and the ability to build strong

Qualifications

• Experience leading ICT service delivery teams.
• Strong knowledge of IT service management practices and incident management.
• Demonstrated ability to manage performance and build a positive, customer-focused culture.
• Excellent written and verbal communication with stakeholders.
• Ability to coordinate across teams and manage priorities in a fast-paced environment.

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, identity and access management, asset management and end-user services.
• Monitor service performance and report on metrics, with continuous improvement initiatives.
• Build strong stakeholder relationships and drive service quality and user experience improvements.

Skills

ITIL

Incident management

Stakeholder management

Team leadership

End-user support

Service delivery

Tools

ServiceNow

Jira

Confluence

Job description

About the Agency

The Australian Digital Health Agency is transforming how Australians experience healthcare by enabling people and providers to access the information they need, securely, quickly and in one place. Through national digital services such as My Health Record, Electronic Prescriptions and the 1800Medicare App, we are building a connected health system that gives Australians greater control over their health.

About The Role

We are seeking a Team Leader, Service Delivery to lead the day-to-day delivery of ICT support services that enable Agency staff to work effectively and securely. Based onsite in Canberra, you will lead a team responsible for delivering high-quality technology support across the Agency. You will provide people leadership, oversee operational service delivery, manage escalations and drive continuous improvement across a broad range of ICT support functions. This is an excellent opportunity for an experienced ICT support professional who enjoys leading people, improving services and delivering outstanding customer outcomes in a fast-paced environment.

Key Responsibilities

• Lead and develop a high-performing Service Delivery team, providing coaching, guidance and operational oversight.
• Manage incidents, service requests, escalations and workloads to ensure timely and customer-focused support outcomes.
• Oversee onboarding, offboarding, identity and access management, asset management and end-user technology services.
• Monitor service performance, customer feedback and operational metrics, providing reporting and identifying opportunities for improvement.
• Build strong stakeholder relationships and drive continuous improvement initiatives that enhance service quality and user experience.

Key Criteria

• Demonstrated experience leading an ICT service delivery or operational support team, including allocating work, coaching staff, managing performance and building a positive, accountable and customer-focused culture.
• Strong knowledge of IT service management practices and experience managing incidents, requests, escalations, service performance, ticket lifecycles, quality assurance and continuous improvement in a complex environment.
• Demonstrated technical capability across enterprise end-user computing and support services, with experience using service management, identity and access, endpoint management, collaboration, knowledge management and asset management tools.
• Highly developed analytical, organisational and problem-solving skills, with the ability to work under limited direction, make sound decisions, manage competing priorities and coordinate the resolution of complex or sensitive issues.
• Strong written and verbal communication and stakeholder management skills, including the ability to provide clear technical advice, prepare service communications and reports, manage expectations and build effective internal and external relationships.
• Demonstrated ability to contribute to operational projects and service changes, coordinate activities across teams, manage risks and dependencies, and support the successful implementation of new or improved technology services.

Desirable Experience

• Experience leading, coaching or mentoring staff within an ICT support or service delivery environment.
• Experience supporting enterprise end-user computing environments, including Microsoft 365 services, identity and access management, endpoint management, asset management and workplace technology services.
• Experience supporting technology transitions, operational projects or service improvement initiatives.
• Experience using service management, knowledge management or collaboration platforms such as ServiceNow, Jira and Confluence.
• Exposure to government, highly regulated or security-conscious environments.