Job description
Service Delivery Manager
- ServiceNow Implementation: Design, configure, and implementation
- Duration: 12 months + 6 months Extension option
- Location: Canberra, ACT
About the role
Service Delivery Manager to play a key role in transitioning to a new ICT operating model. This includes developing ITSM processes, driving ServiceNow implementation, embedding continual service improvement practices and ensuring effective software and asset management.
Key Responsibilities
- ServiceNow Implementation: Design, configure, and implement ITSM processes and workflows in ServiceNow, including change and release management, aligned with ITIL best practices. Design and configure ServiceNow forms, enhancing functionality and user experience.
- Service Delivery and Team Enablement: Oversee the integration of ITSM processes within the team to ensure alignment with operational goals. Train and mentor team members on service management processes.
- Software and Asset Management: Establish and implement Software Management processes, ensuring compliance, optimisation, and alignment with policies. Work with procurement to manage ICT software and subscription licensing.
- Service Delivery Excellence: Oversee the transition and configuration of ICT services, ensuring alignment with business objectives and government standards.
- Vendor Collaboration: Work closely with Managed Service Providers (MSPs) to deliver high-quality ICT services and solutions.
- Continual Service Improvement: Drive continual service improvement initiatives post-transition, enhancing IT service management processes and user experiences.
- Contribute to the organization's ICT strategy by identifying opportunities for innovation and efficiency in service delivery.
- Drive enhancements in documentation, workflows, and service management practices.
- Documentation and Governance: Document processes, policies, and workflows to maintain compliance with government and ISO standards. You will collaborate with both internal and external stakeholders to ensure that IT processes are appropriately documented and maintained.
- Risk Management: Identify and mitigate potential risks in service delivery and ensure cybersecurity considerations are embedded into all processes.
- Team Coordination: Collaborate with internal and external stakeholders to drive project success and maintain high service quality.
Skills and experience
- 10+ years of experience in IT Service Management and Service Delivery, preferably in a government environment.
- Demonstrated expertise in designing and deploying ServiceNow processes and workflow design.
- Strong background in software asset management with a focus on compliance and cost optimisation.
- Proficiency in ITIL principles and their practical application.
- Experience in establishing continual service improvement practices post-transition.
- Familiarity with Microsoft 365, ITSM tools, and compliance with Australian government ICT policies is highly desirable.
- Proven ability to manage concurrent projects and tasks, with excellent time management skills, and the ability to work to tight deadlines and prioritise to meet conflicting demands.
- Proven ability to manage uncertainty and risk.
- Strong analytical and problem-solving skills. The ability to apply attention to detail and the judgement and experience to know when to apply it.
- Excellent interpersonal, verbal, written and communication skills and an ability to present and communicate clearly, confidently and concisely. Proven relationship management, negotiating and influencing skills.
- Experience with ICT governance, policy development, and incident management.
Eligibility requirements
Due to the nature of the role, Australian Citizenship with Baseline security clearance is mandatory.
How to apply
To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Rashmi Kapse on + 612 6151 9206 or email [email protected] and quote the above job reference number.
Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.
