IT Service Delivery Manager

1 week ago

Canberra, Australia KBR Full time

**Title**:
IT Service Delivery Manager (SATCOM)

**Your KBR future - delivering solutions and changing the world**

**About KBR**:
**We are a company of innovators, thinkers, creators, explorers, volunteers and dreamers who all share one goal — to improve the world.**

KBR delivers science, technology and engineering solutions to governments and companies around the world. KBR employs approximately 34,000 people performing diverse, complex, and mission-critical roles in 33 countries.

For 65 years, KBR and its heritage companies are proud to have delivered some of Australia’s largest and most complex projects.

With around 2,000 employees in 6 primary offices throughout Australia, we are committed to social and environmental sustainability and delivering projects with a digital mindset driving innovation within our business and for our customers.

We help ensure mission success on land, in the air, at sea, in space and cyberspace for our defence customers. From individual technologies and services to comprehensive project delivery and mission execution, no other company can match the breadth and depth of KBR.

KBR comprises a diverse team who provide a broad spectrum of capabilities across Australia and the Asia Pacific. Our proven project teams readily address complex and multi-disciplinary activities, providing low-risk and cost-effective solutions to the defence force.

Learn more about our business here.

**The Opportunity**:
The IT Service Delivery Manager will engage with KBR customers (Defence), IT support agencies and other contracted entities. Having a strong understanding of Defence operations and processes is critical to success. The position will report to the relevant Program Manager and be accountable for the delivery of the IT services with limited direction.

The role requires a high degree of autonomy and a collaborative approach to working in a team to develop solutions that will ultimately promote growth and capability development in the Mission IT and Security Solutions line of business.

**Responsibilities**

The key responsibilities of the role will include, but is not limited to:

- Develop and maintain relationships with key stakeholders across KBR supported environments, understanding the customers IT service requirements and ensuring the delivery meets or exceeds their expectations.
- Define, implement, and monitor IT service delivery processes and procedures based on ITIL or other relevant frameworks to maintain service quality and compliance.
- Manage with a team responsible for delivering IT services, ensuring high performance, motivation, and professional development.
- Assist with the creation of project plans with agreed milestones, scope and budget.
- Recognise and mitigate risks and issues within the project, including task dependencies.
- Liaising with strategy and delivery teams to determine solution execution and implementation approaches, risks and mitigations.
- Identify opportunities for process enhancements and efficiencies, leveraging lessons learned for future initiatives.
- Provide updates to stakeholders on solution/product development processes, costs and budgets.
- Assess the business impact of technical and policy choices when making recommendations.
- Draft and contribute to all Commonwealth required document deliverables such as Support Services Management Plan, Performance Measurement Reports and the Program Execution Plan.
- Monitor service metrics and System Health Indicators and/or Service Level Agreement to track performance, analyse trends, and implement improvements to enhance service delivery.
- Act as a point of escalation for critical incidents or service delivery issues, overseeing resolution and communicating effectively with stakeholders.

**Qualifications, Skills and Experience**

**Essential**:

- Proven experience in IT service delivery management, preferably in a similar role, with a strong understanding of ITIL or other service management frameworks.
- Excellent leadership and people management skills, with the ability to motivate and lead a team effectively.
- Strong analytical skills with the ability to interpret data, identify trends, and implement improvements.
- Experience in project forecasting, financials and governance.
- Effective communication and stakeholder management skills, both verbal and written.
- Experience in managing vendor relationships and contracts.
- Strong leadership and team management abilities, with experience in guiding multidisciplinary teams toward common goals
- ITIL Foundation certification or higher is preferred.
- NV1 Security clearance (with the ability to upgrade to NV2 if required)

**Desirable**:

- Bachelor’s degree in Information Technology, Engineering, Business Administration, or a related field; advanced degree preferred but not essential
- Deep understanding of defence systems, technologies, and industry regulations; familiarity with government contracts and acquisition processes
- Strong p

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