Management (Information & Communication Technology) Full time About the Company
Peoplebank are a leading information technology talent consultancy that focuses on providing specialised IT consultants to Tier-1 clients in diverse industries like Banking/Financial Services, Retail, Telecommunications, and Government.
Our consultants are engaged in a variety of cutting-edge projects throughout Australia.
About the Role
Our Federal Government client is seeking a Service Delivery Manager to support in transitioning to a new ICT operating model.
This is a long-term 12-month contract role with an extension option available if required, located at our client's Canberra office.
As the selected candidate, your responsibilities will include: ServiceNow Implementation: Design, configure, and implement ITSM processes and workflows in ServiceNow, including change and release management, aligned with ITIL best practices.
Design and configure ServiceNow forms, enhancing functionality and user experience.Service Delivery and Team Enablement: Oversee the integration of ITSM processes within the team to ensure alignment with operational goals.
Train and mentor team members on service management processes.Software and Asset Management: Establish and implement Software Management processes, ensuring compliance, optimisation, and alignment with policies.Work with procurement to manage ICT software and subscription licensing.Service Delivery Excellence: Oversee the transition and configuration of ICT services, ensuring alignment with business objectives and government standards.Vendor Collaboration: Work closely with Managed Service Providers (MSPs) to deliver high-quality ICT services and solutions.Continual Service Improvement: Drive continual service improvement initiatives post-transition, enhancing IT service management processes and user experiences.Contribute to the organization's ICT strategy by identifying opportunities for innovation and efficiency in service delivery.Drive enhancements in documentation, workflows, and service management practices.Documentation and Governance: Document processes, policies, and workflows to maintain compliance with government and ISO standards.
Collaborate with both internal and external stakeholders to ensure that IT processes are appropriately documented and maintained.Risk Management: Identify and mitigate potential risks in service delivery and ensure cybersecurity considerations are embedded into all processes.Team Coordination: Collaborate with internal and external stakeholders to drive project success and maintain high service quality.All work to be documented in accordance with the client's Project Management delivery approaches and IT Service Management principles (e.g., ITIL).Assigned tasks and applicable project milestones, as detailed in the relevant Project Plans and Authority plans, are met with minimum interruption to Business-as-Usual activities and responsive support.To be successful in this role you should ideally have: Several years of experience in IT Service Management and Service Delivery, preferably in a government environment.Demonstrated expertise in designing and deploying ServiceNow processes and workflow design.Strong background in software asset management with a focus on compliance and cost optimisation.Proficiency in ITIL principles and their practical application.Experience in establishing continual service improvement practices post-transition.Familiarity with Microsoft 365, ITSM tools, and compliance with Australian government ICT policies is highly desirable.Proven ability to manage concurrent projects and tasks, with excellent time management skills, and the ability to work to tight deadlines and prioritise to meet conflicting demands.Proven ability to manage uncertainty and risk.Experience with ICT governance, policy development, and incident management.Proven experience in managing vendors and external partners in complex ICT environments.It is desirable if you have: Experience in establishment/Machinery of Government Changes (Highly Desirable)Due to security clearance requirements for this role, candidates must be Australian citizens with an ability to obtain a baseline level security clearance (or preferably already hold one). Apply now for consideration – for enquiries, contact Ron Luu on 026245 1706 or email ****** quoting Job Reference #264785.
Please note: Only candidates that meet the above criteria will be contacted.
Thank you for your interest in the position.
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