Service Delivery Manager

• Location: Canberra, Australian Capital Territory
• Type: Contract
• Job #16578

About the role

Our government client is seeking an experienced Service Delivery Manager (SDM) with a strong ITIL and Agile background to support the maturation of a service delivery organisation aligned to industry best practise. The SDM will be responsible for identifying and documenting IT service management requirements as well as being responsible and accountable for the design and development of policy, processes and procedures as well as assisting in the implementation and improvement of these processes. Additionally, the SDM will be responsible for coordinating Agile processes and methodologies, including management of the ServiceNow application on behalf on the organisation.

Key responsibilities

• Policy, Process and Procedure documents aligned to the ITIL framework across the service lifecycle.
• Provision of program and project delivery schedules, including reporting as required.
• Provision of ServiceNow support to enable introduction of improved delivery workflows across the organisation.
• Build organisational capability and responsiveness, in particular with context to service delivery innovation
• Provide leadership to the organisation around Agile processes and methodologies
• Stakeholder engagement and support to enable continual improvement processes

Skills and experience

• Proven ability to gather and document business and functional requirements that provide a solid foundation for the design and implementation of appropriate solutions using formal processes and methods while delivering rapid, incremental outcomes.
• Proven ability in the elicitation of business rules and business process mapping (using BPMN) and business process re-engineering and architecture. 
• Demonstrated knowledge of business analyst procedures and practices.
• Previous experience working for a large IT/ICT organisation or IT Projects (involving significant and/or complex business change elements).
• Demonstrated ability to work effectively and independently and as a member of a multi-disciplinary team and work across multiple initiatives and diverse stakeholder groups.
• Demonstrated ability to manage the development and implementation of business and functional requirements with a team effectively and collaboratively.
• Experience implementing and optimising solutions for remote work scenarios, ensuring seamless collaboration and data accessibility for distributed teams.
• Familiarity with technologies and strategies for overcoming connectivity barriers, such as offline data synchronisation, cloud-based solutions, and efficient use of local resources.
• Excellent written and verbal communication skills.
• Ability to work independently.

Essential criteria

Submissions will be evaluated against the following criteria:

• Demonstrated experience (in relation to the Scope of Task, required skillsets and experience) to undertake the support services successfully.
• Demonstrated qualifications to complete the Scope of Task.
• Demonstrated ability to engage with stakeholders and contractors.
• Value for money of the tendered solution and pricing structure, including the proposed payment schedule submitted.
• An interview with the potential applicants may be required prior to selection.
• Demonstrated experience in leading in an Agile environment and working with Agile support systems e.g. ServiceNow, Atlassian.
• A qualification in Agile methodology is desirable.

Contact details

For a confidential chat, please contact Emily on 0437 453 488 or via email at [email protected] and we would be more than happy to provide you with additional information and assist in the application process.