SA Government -DEPARTMENT FOR HOUSING AND URBAN DEVELOPMENT – Adelaide SA
Department for Housing and Urban Development
Job reference:
Location: 5000 - ADELAIDE
Job status: Ongoing
Eligibility: Open to Everyone
Who are we:
Our department's primary objective is the delivery of homes and housing options for South Australians. In response to the national housing crisis, we are committed to accelerating the build of a diverse range of housing options. We strive to find solutions to the urgent demand for housing security. Our mission focuses on coordinating various portfolios related to housing, housing infrastructure, urban development, and planning. By ensuring sound decisions and efficient management, we strive to create sustainable, well-planned communities offering safe and affordable housing options.
Join us in our endeavour to address one of the most pressing challenges of our time and make a tangible difference in the lives of our community.
The Role:
The Information Technology Service Delivery Manager (SDM) is responsible for ensuring the efficient and effective delivery of I&T Operational Services. This role encompasses oversight of daily activities within an agile Service Delivery team, fostering high-maturity capabilities, and driving continuous improvement initiatives.
Reporting to the Chief Information Officer, the SDM role is pivotal in ensuring that I&T services meet organisational needs while maintaining high standards of effectiveness and cyber resilience. This role involves applying leadership skills and technical expertise to manage the delivery of a comprehensive operational service catalogue. It requires effectively balancing competing priorities within a small team. You will hold the following responsibilities:
* Lead, manage, develop and review the I&T Operational Services function, including general helpdesk services that incorporate comprehensive Level 1 to Level 3 incident response, problem management and resolution.
* Lead, manage, develop and review the integration of cyber security capabilities (including triage, containment/mitigation, and resolution) with Operational Service Models in collaboration with the Cyber Security Program.
* Apply very high level of expertise to define, establish and maintain a holistic Operational Service Catalogue, and monitor team performance in delivering the associated services.
* Manage competing demands associated with a small team with broad responsibility, ensuring effective utilisation of resources, appropriate prioritisation and achievement of customer service outcomes.
* Lead the identification of key metrics and drive the alignment of team activities to achieve meaningful targets.
* Guide and mentor the team to facilitate the achievement of organizational maturity uplift, while supporting individual professional development.
About You:
To be successful in this position, you must be able to demonstrate experience across the following key capabilities:
* Very high discipline-specific knowledge and expertise in ITIL principles or other relevant IT Service Management frameworks, with a focus on applying key concepts to promote capability maturity in the Department's specific context.
* Strong understanding of operational cyber security practices and incident response procedures, particularly in triage and initial response, with the ability to apply these principles in a generalized Service Delivery context.
* Very high level of expertise in utilizing enterprise-grade IT Service Management software to facilitate higher maturity processes and improve operational efficiency.
* Exceptional ability to analyse and investigate complex IT issues, coordinating resources to resolve root causes effectively.
* Proficiency in managing third-party vendors and delivery partners within a blended internal/external service delivery model, ensuring alignment of services.
* Demonstrates exceptional communication skills, with the ability to convey complex technical information clearly and concisely to both technical and non-technical stakeholders. Excels in engaging effectively, building relationships, and aligning IT service delivery with the agency's broader objectives.
Desirable Qualification:
* A bachelor's degree or higher, in Information Technology, Computer Science, or a related field is desirable.
Special Conditions
Successful applicants may be required to obtain a satisfactory Department of Human Services Criminal History Check or National Police Check prior to employment. A renewal will be required every 3 years.
Remuneration:
ASO8– $121,107 min – $125,679 max.
Enquiries:
For all confidential enquiries, please contact Rachel Richards, Senior HR Business Partner at ***************@sa.gov.au or telephone .
Application Instructions:
All applications must be submitted online.
If you are interested in this opportunity, please submit a covering letter (no more than 2 pages), outlining your skills and experience in relation to the key capabilities outlined in the role statement, a current CV and the contact information of three referees including your current line manager.
All applicants must complete a 'Pre-Employment Declaration in the SA Public Sector' form.
Applications close: 21/12/2025 6:00 PM
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