Information Technology Service Delivery Manager
CUE-X Canberra, Australian Capital Territory, Australia
This range is provided by CUE-X. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
A$100.00/hr - A$150.00/hr
CEO & Investor CUE-X Group - Transforming ICT in Defence & Government
The ITSM Lead for a major government cloud‑migration program providing end‑to‑end ownership of service management design, integration, and transition to ensure new cloud capabilities can be operated securely, reliably, and in alignment with ICT governance.
The role shapes the service‑management architecture across incident, problem, change, configuration, release, request, and service‑level management; establishes operational‑readiness criteria; and embeds ITIL‑aligned processes that meet security, accreditation and assurance requirements. It acts as the primary interface between the project, sustainment organisations, service‑operations centres, vendors, and accreditation bodies, ensuring that cloud services are supportable, monitored, and compliant from Day 1.
The ITSM Lead drives documentation, SOP development, knowledge transfer, service‑transition planning, and cutover coordination so that migrated workloads enter steady state with minimal risk and clear accountability.
Work with a high performing migration team leading the change management for a large team of ICT professionals implementing a Cloud Migration Program.
Role Responsibilities
* Define and maintain the ITSM framework, ensuring alignment with Government policies, directives, ICTPA requirements, and ITIL best practice.
* Lead the design of service‑management processes across incident, problem, change, request fulfilment, release, service‑level, knowledge, and configuration management.
* Develop the service‑transition strategy for new or migrated capabilities, including operational readiness criteria, cutover plans, and sustainment acceptance documentation.
* Coordinate with security, architecture, engineering, accreditation, and service‑operations stakeholders to ensure new cloud and on‑prem capabilities are supportable and compliant.
* Establish and maintain the mandated documentation suite, including SOPs, run sheets, service models, RACI matrices, support plans, and onboarding artefacts.
* Drive integration with existing service desks, monitoring platforms, CMDBs, SIAM constructs, and triage models to ensure seamless operational alignment.
* Maintain strong governance oversight of change, risk, and issue management for the service domain, ensuring traceability, audibility, and assurance.
* Lead operational readiness reviews, service‑validation activities, and acceptance testing to confirm that capabilities meet sustainment, availability, and security obligations.
* Provide authoritative ITSM advice to project leadership, vendors, and senior stakeholders, ensuring decision‑making is aligned with service‑delivery impacts.
* Oversee the transition to BAU, ensuring all support teams receive appropriate training, knowledge packages, escalation models, and performance metrics.
* Monitor service health, drive continuous improvement initiatives, and identify optimisations to enhance reliability, cost efficiency, and the end‑user experience.
* Act as the central point of accountability for service design, service transition, and operational governance across a multi‑agency or multi‑vendor environment.
Role Specifics
* Canberra based role (Reid) but can work virtually from other locations
* Starts Feb 26 (or earlier for the right candidate)
* Contract length: 12 months. Extensions available based on performance (multi‑year program)
* Team leadership and engagement skills
* Baseline security cleared, Ideally NV1 Security cleared
Seniority level
Mid‑Senior level
Employment type
Contract
Job function
Information Technology
Industries
Business Consulting and Services
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