Service Delivery Manager job from Australian Bureau of Meteorology in Australia, Australia

• Executive Level 2 Lower, Ongoing
• $121,765 - $136,758 + 15.4% super
• Melbourne - other Bureau State & Territory capital city office locations considered

The Bureau's Data & Digital Group (DDG) is undertaking a rebuild of the Bureau's ICT systems and related business processes and applications, focusing on addressing security and resilience risks. It aims to secure and strengthen all elements of the Bureau's operating environment to provide continuous availability of critical services, mitigating the risks arising from the fragility of the existing ICT environment.

An experienced business-focused Service Delivery Manager (SDM) (also known as Vendor Manager) is required to join the Application Team within the Bureau's Data & Digital Group (DDG). The candidate will need to bring an established record of managing and leading the operational outcomes of Managed Services Agreements as we continue to strengthen this capability across the Bureau. In addition, the successful candidate will need to leverage previous experience working with multiple stakeholders and service providers to successful managed services outcomes.

The objective of this role is to support the newly appointed Technology Services Manager (TSM) and Vendor Services Manager (VSM) by enhancing relationships and outcomes across multiple managed IT service providers. As this is a new role, it will involve supporting the drafting of new ways of working and delivering value within Service Delivery Management for the Applications team. The position will work as part of a small community of practice with matrixed accountability to the Applications team, and the TSM and VSM. They will oversee and measure the fulfilment of contractual obligations for managed service providers and develop strategies to address under-performance and compliance failures in collaboration with the business owners.

This role ensures that IT services are seamlessly delivered to users and customers within the Applications team and other teams as required. The position involves performing management, technical and operational tasks, including maintaining, tracking, and improving service quality and metrics in alignment with established Bureau policies and procedures. In addition, through exemplary customer and vendor relationships, the SDM works to identify needs and opportunities, seek cost-effective solutions, and oversee the delivery of the services in consultation with the relevant business owner and the VPM.

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