LH-04030 Service Delivery Manager

RFQ-ASD-LH-04030 Service Delivery Manager

Due to the nature of clients we work with here at Kinexus and the projects these roles will be based on, an Australian Government Top Secret Positive Vetting (TSPV) clearance is essential.

These opportunities do not have the ability to obtain sponsorship for a security clearance (including applicants who currently hold a security clearance seeking to upgrade).

About This Role
ASD requires a Service Delivery Manager to manage the delivery of commercial and private cloud solutions to support ASD's goals and objectives for PROTECTED and OFFICIAL capabilities. Additionally, the candidate will need to work with ASD customers and providers to ensure service delivery goals and objectives are met. Furthermore, they must identify opportunities to continually improve service delivery and reporting.

Estimated start date:
Monday, 08 December 2025

Initial contract duration:
12 months

Extension term:
12 months

Number of extensions:
2

Location of work:
ACT, NSW

Working arrangements:
Onsite. WFH can be accommodated. Candidates must be willing to undergo ASD's Organisational Suitability Assessment (OSA) prior to engagement. Candidates required to have NV1 clearance.

About The Company
Australian Signals Directorate (ASD) is the federal agency responsible for foreign signals intelligence, cyber warfare and information security. ASD's purpose is to defend Australia from global threats and help advance our national interests.

Situated in Canberra, ASD employs over 2000 TSPV cleared workers. ASD's workforce is growing rapidly. Areas of growth include PMO, cyber security, systems administration and engineering, software development and network engineering.

A top-security, complex and highly technical environment, ASD plays a vital role in the defence of Australia. Long contracts (12 months+) available.

Job Duties And Responsibilities

• Manage the execution of process and system improvements. Develop and implement continual improvement plans to ensure changing business needs are met.
• Provide end-to-end management or service delivery, whether delivered internally or externally, ensuring that agreed service levels, security requirements, documentation, and other quality standards are met.
• Monitor service delivery and collect/report performance data. Ensure that service delivery meets agreed service levels. Develop and improve service processes/procedures and ensure these are communicated to all stakeholders and followed for the sustainment of services provided. Diagnose service delivery problems and initiate actions to maintain or improve levels of service.
• Provide operational direction, support and guidance to providers. Monitor quality and performance against agreed criteria, make improvements if opportunities identified.
• Assist with maintaining a Service Catalogue and associated Operations Level Agreement (OLAs) and Service Level Agreements (SLAs) where required.
• Identify and engage with relevant stakeholders. Development communication strategies and implement appropriate activities to support stakeholders groups. Capture and disseminate technical and business information.
• Ensure all solutions and processes comply with internal ACSC security and technology standards.
• Ensure approved organisational and ICT change management processes and policies are adhered to.
• Develop a change implementation plan where required. Monitor and report the impact of change.
• Manage incidents from identification/notification to recovery/reconstitution. Report progress and outcomes to stakeholders. Identify and implement improvements.
• Lead/instigate the development of business continuity plans and procedures. Ensure plans and procedures are tested and recorded.

Skills & Experience Needed
Essential criteria

• Business process improvement: Level 5 (SFIA) Manages the execution of business process improvements. Analyses and designs business processes to identify alternative solutions to improve efficiency, effectiveness and exploit new technologies and automation. Develops graphical models of business processes to facilitate understanding and decision-making. Assesses the feasibility of business process changes and recommends alternative approaches. Selects, tailors and implements methods and tools for improving business processes at programme, project or team level. Contributes to the definition of organisational policies, standards, and guidelines for business process improvement.
• Customer service support: Level 4 (SFIA) Monitors service delivery channels and collects performance data. Assists with the specification, development, research and evaluation of service standards. Applies these standards to resolve or escalate issues and gives technical briefings to staff members.
• Performance management: Level 4 (SFIA) Provides operational direction, support and guidance to assigned colleagues. Allocates routine tasks or project work, in line with team objectives and individual capabilities. Monitors quality and performance against agreed criteria to make learning recommendations or to escalate concerns. Coaches colleagues in developing target skills and capabilities in line with team and personal goals. Facilitates effective working relationships between team members.
• Service level management: Level 5 (SFIA) Ensures that service delivery meets agreed service levels. Negotiates service level requirements and agreed service levels with customers. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities and reviews them regularly for effectiveness and efficiency.
• Technology service management: Level 5 (SFIA) Takes responsibility for managing the design, procurement, installation, upgrading, operation, control, maintenance and effective use of specific technology services. Leads the delivery of services, ensuring that agreed service levels, security requirements and other quality standards are met. Ensures adherence to relevant policies and procedures. Ensures that processes and practices are aligned across teams and providers to operate effectively and efficiently. Monitors the performance of technology services. Provides appropriate status and other reports to managers and senior users.
• Australian Citizenship and a NV1 security clearance is essential

Desirable criteria

• Innovation: Level 5 (SFIA) Manages the innovation pipeline and executes innovation processes. Develops and adapts innovation tools, processes and infrastructures to drive the process of innovation. Identifies resources and capabilities needed to support innovation. Encourages and motivates innovation communities, teams and individuals to share creative ideas and learn from failures. Manages and facilitates the communication and open flow of creative ideas between interested parties and the set-up of innovation networks and communities.
• Service level management: Level 6 (SFIA) Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented. Ensures that service level agreements are complete and cost-effective across the catalogue of available services. Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained. Prepares proposals to meet forecast changes in the levels or types of services. Reviews service delivery to ensure that agreed targets are met. Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services.

Benefits
Why work for ASD?

• Work on interesting and prestigious projects vital to the ongoing defence of Australia.
• Flexible work environment; work the hours that suit you between 7am and 7pm.
• Low attrition rate: the great variety of projects and opportunities across different business areas ensure few workers leave ASD.
• Long contracts available.
• Fantastic growth opportunities available at any stage of your career.

Why Kinexus?

• Kinexus has been supplying TSPV contractors to government panels since 2004 and have a strong relationship with them. We are one of just 9 suppliers Australia-wide.
• Our experience in managing contractors in defence/national security industries means we understand the requirements from the Commonwealth, insurances and clearances.
• DISP accredited; we can hold clearances and manage renewals.
• Dedicated account manager (me) who is your dedicated POC and offer continuous contractor care.
• Rate negotiation guidance in line with the SFIA framework.
• Dedicated payroll assistant who facilitates your taxes and super.
• We proactively chase timesheet approvers to ensure you get paid on-time and error free.
• Regular visits to Canberra for coffee, lunches and quarterly drinks events.
• We can facilitate novated car leases, LAFHA or salary sacrifice.
• We'll keep you up to date with the most appropriate, interesting opportunities in your field.
• Community matters. Kinexus supports women in Defence through our female mentoring program and rewards referrers through our Referral Rewards scheme.
• Support for your health and wellness through counselling support (EAP) available for all contractors and their families.

Kinexus is the leading recruitment partner to the defence industry in Australia. We support our community in making intelligent connections and create opportunities to help grow careers.

All applications should include your resume as a word document.

For more information, visit our website, or contact Cindace Prasad on