IT Service Delivery and Project Excellence Manager

3 days ago

Canberra, ACT, Australia KBR Full time

Company Overview

KBR is a global leader in science, technology, and engineering solutions, delivering mission-critical projects to governments and companies worldwide. With over 34,000 employees across 33 countries, we pride ourselves on innovation, collaboration, and social responsibility.

Salary and Benefits

The estimated salary for this position is around $120,000 per annum, inclusive of annual reviews. In addition to a competitive remuneration package, KBR offers flexible working arrangements, paid parental leave, income protection, corporate rewards, and other benefits to support the well-being of our employees.

Job Description

We are seeking an experienced IT Service Delivery and Project Excellence Manager to join our team. The successful candidate will be responsible for establishing and managing service level agreements, ensuring efficient and effective IT service delivery across Defence services, systems, and applications. This role involves engaging with customers, IT support agencies, and contracted entities, requiring strong leadership and stakeholder management skills.

Key Responsibilities

  • Develop and maintain relationships with key stakeholders to understand their IT service requirements and ensure delivery meets or exceeds 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 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.
  • Liaise 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 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

The ideal candidate will possess:

  • A proven background 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).

Benefits

In addition to a competitive salary and benefits package, KBR offers a workplace culture certified as a Great Place To Work, flexible working arrangements, and a range of employee recognition programs to reward and develop our staff.

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