ICT Service Delivery Manager

About ARTC
We're one of the country's largest rail network owners, proud to be keeping the future of transport on track.
A vital link in the nation's transport supply chain, every day our people manage the movement of over 430 freight and passenger trains across five states, 8,500km of track, 39 worksites and the lands of more than 50 First Nations. Rail isn't just a mode of transport, it's a safer and more environmentally friendly choice. We're committed to expanding and modernising our rail network, having invested billions of dollars to ensure its efficiency and sustainability. Join us and be part of a team that's shaping the future of transport in Australia.

About The Team
Safety is our top priority at ARTC, not just for our employees and contractors but also for rail operators and the communities we serve. When you join the
Safety & Systems
team, you'll be part of a team that plays a crucial role in ensuring the safety, reliability, and cost-effectiveness of our rail assets.

The team ensures our rail network operates smoothly across various systems and regions, helping to create a standardised operating environment. This helps increase efficiencies for rail operators, making our network more reliable and cost-effective.

About The Opportunity
ARTC is seeking an experienced and proactive
ICT Service Delivery Manager
to lead the end-to-end delivery of our ICT Support Services across the organisation. In this pivotal role, you will ensure alignment with ARTC's strategic objectives while delivering a seamless and positive experience for our users.

With a customer-centric mindset, you'll manage a high-performing team of support professionals and act as the primary escalation point for operational and tactical ICT service delivery issues.

Key Responsibilities
ICT Service Delivery Leadership

• Oversee the delivery and continuous improvement of ICT support services, ensuring alignment with business needs.
• Lead and mentor the ICT Service Delivery team, fostering a high-performance culture.
• Develop and implement service delivery strategies and frameworks that meet organisational goals.
• Monitor, report on, and drive performance against agreed SLAs and KPIs.
• Conduct data analysis, identify trends, and recommend improvements for service efficiency.
• Coordinate support for technology projects, ensuring minimal disruption during transitions.
• Manage the full lifecycle of end-user compute devices, including procurement, SOE, deployment, and configuration.

User Experience Management

• Champion a user-first approach to ICT support, ensuring exceptional user experiences.
• Act as a key point of contact for user escalations.
• Gather and analyse user feedback to identify improvement opportunities.
• Collaborate across teams to implement initiatives that drive user satisfaction and productivity.

Team Leadership & Development

• Provide mentoring, coaching, and clear direction to the ICT Service Delivery team.
• Develop performance agreements and monitor individual and team KPIs.
• Maintain service documentation, knowledge base articles, and procedures.
• Promote a collaborative, safety-conscious, and learning-focused team culture.

Vendor Management

• Manage vendor and service provider relationships to ensure quality service delivery.
• Oversee contract negotiations, renewals, and vendor performance evaluations.
• Ensure timely financial management of hardware procurement, billing, and capitalisation.

What do we want from you?
To ensure success in this position, applicants will be able to demonstrate:

• Bachelor's degree in IT, Computer Science, or equivalent experience.
• ITIL certification or demonstrated experience with ITIL best practices.
• Extensive experience in ICT service delivery management with a strong focus on user experience.
• Proven track record managing large fleets of end-user devices and SOE environments.
• Strong vendor and contract management experience.
• High-level problem-solving, analytical thinking, and reporting skills.
• Strong communication, stakeholder engagement, and team leadership capabilities.

What will you get from us?

• Talk to us about flexible working options
• Competitive remuneration
• Resources to support your health and wellbeing and development
• Novated leasing options, as well as discounts and support programs
• 24/7 Employee Assistance Program for all employees and their direct family members

Our Organisation and Culture
At ARTC, we're more than just a rail network. We're a team of dedicated professionals committed to keeping Australia moving forward. Our culture is one of inclusion & collaboration, and continuous improvement. We're focused on growth, not just for our business but for our people and our country.

In everything we do, safety is our top priority. We believe in providing a safe workplace where everyone can thrive. Our commitment to safety is not just a statement; it's a fundamental part of who we are and enables us to best serve our customers and communities.

Our people are at the heart of our success. We value their expertise, their passion, and their dedication. We invest in their development and empower them to make a difference. Together, we are building a future where rail is the preferred mode of transport, contributing to a cleaner, safer, and more sustainable Australia.

Join us at ARTC and be a part of a team that's shaping the future of transport in Australia.

We're proud to be an equal opportunity employer and encourage applications from people of Aboriginal and Torres Strait Islander descent.

A
pply Now
Join the exciting future of rail today and find a career for life.

As part of the application process, you'll be required to undergo pre-employment criminal history, reference, and medical checks, including drug and alcohol testing.

Applications close:
Friday 10 October 2025
Note: ARTC reserve the right to progress applications prior to the closing date.