Service Delivery Manager

2 weeks ago

Canberra, Australia Australian Government Full time

Canberra, ACT
- Ongoing/Non Ongoing (Non-Ongoing will be offered for 12 months)
- $117,268 to $133,394 + Superannuation

**About the Branch**:
The Digital Services Branch provides technology and expertise for the Clean Energy Regulator to deliver its strategic outcomes and regulatory obligations.

**About the Section**:
The Products and Services Section is responsible for delivering and sustaining the digital products and services used by the CER to deliver its goal of accelerating carbon abatement for Australia, specifically through secure and enduring Infrastructure, and efficient and effective administration.

Often referred to as “IT Operations” or “business-as-usual”, the Products and Services section empowers the agency’s digital ways of working by providing modern and reliable IT services and infrastructure that is secure, fit for purpose and meets customer needs. The team promotes a shift-left philosophy, promoting automation and empowering customers to self-serve.

The Products and Services Section provides assurance to the agency over the following aspects of digital services:

- Service Delivery - provides assurances that the IT infrastructure and services continue to deliver within agency expectations, in support of the availability of our online systems. This is delivered through active vendor management in line with the agency’s contract management framework.
- Cyber Assurance - provides assurance that the agency continues to be secure against emerging cyber threat through a responsive Security Operations service, and the importance of cyber security is promoted throughout the agency.
- IT Service Processes - provides assurance that IT Service Management (ITSM) processes support agency operations.
- Customer Experience - provides assurance that the digital products and services we provide are aligned to customer expectations.
- Development Platform - provides assurance that the development environment infrastructure is secure and that developers have the tools, services and processes needed to enable delivery.

We are fully aware of the agency’s obligations with respect to the Emissions Reduction Fund, National Greenhouse and Energy Reporting, and the Renewable Energy Target. We are responsible for delivering at least 99.5% availability for the agency’s online systems, including the ANREU, REC Registry, Client Portal, and EERS. As the custodians of these systems, we ensure the integrity of these systems and provide protection from Cyber Threat.

We deliver the practical, day-to-day business productivity tools and support that allow business to function. We also manage the third-party contracts that deliver outsourced services, and ensure services are delivered within agency expectations.

**Role Responsibilities and Duties**:

- Support the Products and Services Manager as required with operational management of IT services and infrastructure.
- Build relationships, engage, and collaborate with key stakeholders including vendors and service providers, to deliver successful outcomes for the agency.
- Negotiate with key stakeholders to resolve conflict in the context of escalated, sensitive, or complex issues.
- Undertake operational contract management, to assess successful delivery of services against Service Level Agreements and Key Performance Indicators.
- Azure cloud billing and Microsoft licensing analysis and management.
- Drive continual service improvement.
- Manage, deliver and monitor IT infrastructure projects that may have an agency wide impact.
- Recommend strategic directions in service delivery and consider wider agency implications when making decisions.
- Facilitate outcomes by harnessing expertise across contractors and CER staff.

**Qualifications/Experience**:

- Recent and extensive experience within one or more of the following specialties:

- Coordinating multiple vendors towards common goals and operational outcomes.
- Management of cloud service agreements including cost management.
- Microsoft licensing and services contracts or other relevant enterprise software and services vendors.
- Management of successful IT infrastructure or cloud projects.
- Understanding of Scaled Agile Framework (SAFe) is desirable.

**Applications close 11.30pm on Wednesday, 29 May 2024.

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