Service Delivery Manager

1 week ago


Sydney, New South Wales, Australia NSW Government -Corporate Services Full time

Service Delivery Manager

  • Location Parramatta CBD with access to hybrid work arrangements
  • Full time ongoing opportunity (35 hours per week)
  • Salary from $116,211 to $128,061 pa. + super and annual leave loading
  • Diverse and inclusive organisation with generous leave entitlements including flex leave and access to Fitness Passport

Your role


As the Service Delivery Manager, you will oversee service delivery and manage stakeholder relationships to improve customer focus and service performance.

Review KPIs and mobilise activity to address risks and opportunities.


You will be the customer advocate, support client engagement, ensuring service catalogue is current and Customer Satisfaction meets or exceeds the IDS Division's goals.

You will also be responsible for managing delivery of new services into operations.

What you'll do

  • Drive accurate and timely service delivery to meet service level agreements by being the client advocate and promoting KPIs, performance reporting and effective ticket management
  • Support Managers to maximise the performance of IDS services by identifying opportunities to improve processes, procedures, system usage and functionality, knowledge and communication and coordinating improvement projects
  • Maintain positive relationships between the IDS, clients and strategic partners through regular meetings and contact to understand and resolve customer service issues, communicate IDS messages and partner with clients to plan for forecast and unplanned challenges
  • Manage the development and review of Service Level Agreement (SLA's) with internal IDS stakeholders, Customers and vendors
  • Provide detailed Service Level and KPI reports to internal IDS stakeholders and Customers and actively manage compliance with Service Level Targets
  • Actively participate in IDS Service Management processes, with special focus on incident management and request fulfilment responsibilities
  • Participation in oncall afterhours major incident management roster (if required) and at times act as secondary for the major incident management during business hours

What we're looking for

  • Ability to improve IDS service delivery in a formal Service Management environment for a large and complex organisation working across the branch, service delivery partners and clients
  • Tertiary qualifications in related ICT activities or relevant experience
  • ITIL Foundation Certificate or equivalent experience
  • Highly developed stakeholder engagement skills, and proven communication and interpersonal skills.
Download the role description.

We do work that really matters
Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference.

We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities.

We're focused on breaking, rather than managing, disadvantage. It's work that really matters.

Are you ready to join us?

Applications close Sunday 9th July 2023 at 11:59pm AEST.

Got a question?

Inclusion and Diversity lies at the heart of how we recruit
We continue to hire great people with a wide variety of skills, experience and backgrounds.

This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit our careers site.

Other Information


A Talent Pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

Due to the Covid-19 Pandemic some interviews and assessments may be performed using alternative methods. For more information visit Our Process.

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