Team Leader, Service Delivery

Digital Health Inc; Canberra; On-site; AUD 101,000 - 114,000; Full time

Benefits offered by this job

Superannuation 15.4%

Salary packaging

Christmas closedown

Wellbeing program

EAP support

Leave options

Job summary

Australian Digital Health Agency in Canberra seeks a Team Leader, Service Delivery to guide daily ICT support services and lead staff to deliver secure, high-quality outcomes.

You will oversee incidents, service requests and escalations while driving continuous improvement across end-user computing, IAM, asset and service management in a fast-paced public sector environment.

Qualifications

• Experience leading an ICT service delivery or operational support team.
• Knowledge of IT service management; manage incidents, requests, escalations, and service performance.
• Technical capability across end-user computing; IAM, endpoint management, collaboration and asset management tools.
• Strong analytical, organizational and problem-solving skills.
• Excellent written and verbal communication; stakeholder management.
• Ability to contribute to operational projects and service changes; coordinate across teams.
• Experience mentoring ICT staff.
• Experience supporting Microsoft 365, IAM, endpoint management and workplace technology services.
• Experience with ServiceNow, Jira and Confluence.
• Exposure to government/regulatory/security environments.

Responsibilities

• Lead and develop a high-performing Service Delivery team with coaching and oversight.
• Manage incidents, service requests, escalations and workloads to ensure timely support outcomes.
• Oversee onboarding, offboarding, identity and access management, asset management and end-user services.
• Monitor service performance, feedback and metrics; report and identify improvements.
• Build stakeholder relationships and drive continuous improvement initiatives for user experience.

Skills

IT service management

Incident management

Service Delivery

Microsoft 365

Identity and access management

Stakeholder management

Tools

ServiceNow

Jira

Confluence

Job description

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.
• 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.

Australian citizenship is mandatory. Candidates must be able to obtain and maintain a national police check and hold, or be able to obtain, an NV1 security clearance.

We offer a competitive 15.4% superannuation contribution, salary packaging options, and a Christmas closedown with no leave deduction. Our wellbeing program and EAP support a healthy work‑life balance. We also provide a wide range of leave options including parental, cultural, compassionate, emergency response and defence leave.

Salary: $101,379 - $114,373 plus 15.4% superannuation, depending on skills and experience.