The posting
The Service Delivery Manager (SDM) will be responsible for ensuring the effective delivery of IT and operational support services to clients and end users. The role oversees key Service Support and Service Delivery processes, ensuring services remain aligned with contractual commitments and operational needs.
As a stakeholder facing position, the SDM works closely with internal and external teams, setting expectations, maintaining strong working relationships, and guiding the delivery team to consistently meet agreed service levels and performance standards.
Responsibilities:
Service Delivery Management
- Maintain a high performing Service Support function aligned with ITIL and organisational standards.
- Own and manage the Incident, Request, Change, Service Improvement, CMDB and Escalation processes to ensure quality, timeliness, and accuracy of service delivery.
- Oversee and coordinate Major Incidents, ensuring effective communication, stakeholder management, and post-incident reviews.
- Coordinate day-to-day operational activities to maintain steady service performance and consistent practices.
- Develop, maintain, and monitor Service Level Agreements (SLAs) in consultation with business and client stakeholders, ensuring resolution targets meet contractual and operational objectives.
- Identify and deliver service improvement initiatives to address performance gaps or process inefficiencies.
- Coordinate and manage minor project activities, including preparing and issuing quotes, liaising with clients and internal stakeholders, and ensuring works are delivered on time and to specification.
- Track and manage contract financials, including resource costs, third party expenses, and forecasted budget requirements.
Leadership & Governance
- Provide leadership, mentoring, and performance management of the support team, ensuring clear targets and professional development opportunities.
- Manage onboarding, training, and succession planning in collaboration with the S&M Lead and Senior OMCS Service Delivery Manager.
- Drive a culture of accountability, continuous improvement, and customer focus.
- Conduct internal review meetings, covering performance, SLAs, risks, and quality metrics.
- Ensure all service delivery and support activities comply with contractual obligations.
Stakeholder & Vendor Management
- Build and maintain strong working relationships with clients, vendors, and internal teams.
- Manage third-party vendors to ensure delivery of contracted services and performance outcomes.
- Act as the primary escalation point for operational service matters.
- Represent the Support and Maintenance team during planning and implementation of system changes to ensure operational continuity.
Reporting & Continuous Improvement
- Produce clear and accurate service performance reports for internal and external stakeholders.
- Analyse incident trends to identify recurring issues and improvement opportunities.
- Lead root cause analyses and implement preventative actions.
- Support audit, performance, and service review activities as required.
Requirements
Required:
- Minimum 5 years’ experience in IT Service Management or Operations, with at least 3 years in a leadership or coordination role.
- Demonstrated experience coordinating service operations across multiple systems to ensure consistent performance and service outcomes.
- Proven experience managing client relationships and ensuring service expectations are met across operational environments.
- Experience overseeing the delivery and performance of integrated operational systems and critical infrastructure environments.
- Demonstrated ability to develop and maintain high quality operational documentation, including processes, procedures, service plans, and performance reports.
- Strong verbal and written communication skills during time critical events such as major incidents and high-impact changes.
- Proven background in incident and change management processes.
- Experience in service transition and operational readiness.
Desirable:
- Exposure to contract or commercial management, including reviewing scopes, deliverables, and vendor performance.
- Tertiary qualifications in Information Technology or related discipline.
- Industry certification such as ITIL v4 or equivalent.
- Experience in the Intelligent Transport Systems (ITS) or critical infrastructure domain.
- Familiarity with Atlassian JIRA/Confluence, ServiceNow, or similar service management tools.
Benefits
- Be part of large scale infrastructure projects.
- A collaborative, supportive and diverse work environment where everyone has the chance to make a difference.
- Enjoy a range of benefits including up to 3 additional days of leave per year, access to a learning platform for personal and professional growth, novated leasing, coaching and wellbeing support through our EAP, and much more!
SICE ANZ is an Equal Opportunity Employer, inviting you to join an organisation dedicated to fostering a diverse, inclusive, and collaborative working environment. We actively encourage applications from women, individuals of Aboriginal and Torres Strait Islander descent, and those from diverse backgrounds. Your unique perspectives contribute to our collective strength. Be part of a team that values and celebrates diversity – apply today.
Due to the high volume of applications received, only successful candidates will be contacted. We apologise for the inconvenience.
Unsolicited applications from recruitment agencies will not be accepted.
