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Aps 6 - Service Delivery Manager

7 months ago

Canberra, Australia Australian Government Full time

$88,175 - $100,724 (plus Super)
- Canberra - ACT

**The Role**
There is a Service Delivery Manager position available within the ERP Support Organisation (ESO) which supports the DDG to deliver ERP services to the Defence community.

Key responsibilities for this positions include:

- Ensures the delivery of reliable ICT services that meet customer and stakeholder expectations.
- Assists in identifying customer needs and managing service delivery in accordance with the agreed service level agreements.
- Coordinates the management of external service providers.
- Monitors service delivery including that identified actions to maintain or improve levels of service are implemented and escalates issues for resolution with the Deputy Director Service Delivery as needed.
- Seeks to continually and proactively improve service delivery and identifies required adjustments to the service level agreements for review by the Deputy Director Service Delivery.
- Engages with the ERP project to confirm that any products developed meet the service acceptance criteria to the required standard.
- Manages incidents, changes and problems focusing on reducing their impact.
- Builds and sustains effective relationships with team members and stakeholders.

**About our Team**
Enterprise Resource Planning (ERP) is a key enabler of the One Defence reform agenda. ERP will standardise and integrate critical functions needed to run the Department into a single SAP platform resulting in a major capability uplift for Defence. The Program will simplify and align processes and technology and implement a whole of Defence transformation across Groups and Services.
- Knowledge of the ITIL Service Management Lifecycle and enabling functions / processes, focusing on change, incident, problem, and availability management and continual service improvement.
- Knowledge of or qualified in ITIL and project management methodology.
- Ability to support leadership in analysing business impact.
- Ability to work with cross-functional teams and the flexibility to influence people at a variety of levels internally and externally.
- Ability to build strong person to person communication and relationship skills with ability to liaison with business functions.
- Knowledge of continuous improvement methods and techniques.