Service Delivery Manager

3 days ago

Canberra, Australia Cleared ICT Full time

Location:

- Canberra
- Sectors:

- ICT
- Employment type:

- Permanent
- Salary:

- Up to AU$225000.00 per annum
- Contact name:

- Ciara Furlong- Job reference:

- BBBH933_1668574759
- Published:

- about 6 hours ago
- Startdate:

- ASAP

**Service Delivery Manager**

Cleared are working with a Defence Organisation for this exciting Permanent Opportunity.

**About the role**:
A new and exciting opportunity has arisen for a Service Delivery Manager (SDM) to manage
a small and growing team (13+) in the sustainment of a complex business-critical business
integration system. As the lead of the sustainment team, your role is customer focused, as
well as leading the team's interactions with other stakeholders within the environment. You
will be a recognised leader of people, with demonstrable success at resolving conflict and
making the best shine through in their staff.
A key requirement of this role is management and reporting of the team's performance
against contracted service levels and key performance indicators. Ideally you will be
experienced in managing incidents and technical changes in accordance with ITIL
processes. You will maintain tight control of the governance of the team, including fulfilment
of contract requirements, workload management, and mobilising the team towards service
improvement in a planned and measured way.
The role requires a strong and consultative approach to balancing the sustainment contract
against the service needs of the customer. You will be adaptable to the changing business
environment while maintaining the service contract in lockstep. You will exemplify
responsible customer focus to your team.

**Roles and Responsibilities**:
Management of the sustainment team (13+), including task prioritisation (in
consultation with the Commonwealth), performance management, conflict resolution,
and career development
- Conducts recruitment activities to fill new roles and backfill vacated roles
- Provides for training and development of junior staff and graduates
- Management of the customer relationship with Commonwealth contract management

team
- Management of the sustainment contract, including achievement of contract

deliverables, service levels, key performance indicators, and fulfilment of other
contractual obligations
- Management of team resourcing and financials in achievement of commercial

commitments in balance with customer expectations
- Prepares and communicates the monthly status report, achieving customer

acceptance within the required timeframe
- Prepares and ensures payment of invoicing under the contract
- Contribute to growth of signed work under the contract including opportunity

identification, pursuit and negotiation

**Requirements**:

- Minimum NV1 Australian security clearance is required to be held and maintained
- Good interpersonal and presentation skills for interacting with team members and

clients
- Good analytical and problem-solving skills
- Leadership and organisational skills
- Limited travel may be required

**Location**: Canberra

**Education**:
Desirable
Bachelor's degree in business, management, computer science or related field preferred.
ITIL certification is desirable.

At Cleared, we provide tailored recruitment solutions to individuals seeking their next opportunity and to organisations searching for talent within Defence Industry, Intelligence and National Security.

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