Overview
ARTC – Adelaide, South Australia, Australia
We’re one of the country’s largest rail network owners, committed to expanding and modernising the rail network to ensure efficiency and sustainability. ARTC is seeking an experienced and proactive ICT Service Delivery Manager to lead the end-to-end delivery of ICT Support Services across the organisation.
About The Team
Safety is our top priority. The Safety & Systems team ensures the safety, reliability, and cost-effectiveness of our rail assets and supports a standardised operating environment across regions and systems.
About The Opportunity
As ICT Service Delivery Manager, you will align ICT service delivery with ARTC’s strategic objectives and deliver a seamless user experience. You will 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; align with business needs.
- Lead and mentor the ICT Service Delivery team; foster a high-performance culture.
- Develop and implement service delivery strategies and frameworks to meet organisational goals.
- Monitor, report on, and drive performance against 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; act as a key contact for user escalations; gather and analyse user feedback; collaborate to improve user satisfaction and productivity.
- Team Leadership & Development: Provide mentoring and direction; develop performance agreements and monitor KPIs; maintain service documentation and knowledge bases; promote a cooperative and safety-conscious culture.
- Vendor Management: Manage vendor relationships; oversee contract negotiations and performance; ensure timely financial management of hardware procurement and capitalisation.
What We Want From You
- Bachelor’s degree in IT, Computer Science, or equivalent experience.
- ITIL certification or demonstrated ITIL best practices experience.
- Extensive experience in ICT service delivery management with a 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.
- Robust communication, stakeholder engagement, and team leadership capabilities.
What You Will Get From Us
- Flexible working options discussion; competitive remuneration.
- Resources to support health, wellbeing, and development.
- Novated leasing options, discounts, and support programs.
- 24/7 Employee Assistance Program for employees and their direct family members.
Our Organisation and Culture
We’re a team focused on inclusion, collaboration, and continuous improvement. Safety is a fundamental priority, and we invest in people to enable growth and a sustainable future for rail in Australia.
We’re proud to be an equal opportunity employer and encourage applications from Aboriginal and Torres Strait Islander people.
Applications and Timeframes
As part of the application process, pre-employment checks (criminal history, references, medical checks, and drug/alcohol testing) may be required. Applications close Friday 10 October 2025. ARTC reserves the right to progress applications prior to the closing date.
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📌 ICT Service Delivery Manager
🏢 Artc
📍 Australia