Manager Delivery Manager

The Manager, Operations & Service Management is responsible for the operational governance, performance, resilience, and continual improvement of GRDC's technology services and IT operations. Provide operational recommendations and reporting to the Head of Service Delivery and relevant governance forums.  The role provides leadership across operational service delivery, IT operations, service governance, supplier performance, and operational risk management to ensure technology services are reliable, secure, efficient, and aligned with business requirements.  Working closely with the Head of Service Delivery, Service Management Officer, service owners, operational teams, and managed service providers, the position ensures agreed service levels are achieved, operational risks are managed, service management practices are effective, and technology services deliver measurable business value.  The role acts as the primary operational escalation point for priority incidents, service disruptions, supplier performance issues, and operational risks while driving continual improvement, operational maturity, and service excellence across the technology environment.   Key duties and responsibilities Operational Service Leadership Provide leadership and governance for the operational delivery of enterprise technology services. Lead the operational performance of technology services to ensure availability, resilience, security, and reliability. Manage operational service delivery across internal GRDC teams, managed service providers, and technology partners. Ensure support models, operational standards, and governance frameworks remain effective and aligned to business requirements. Act as the senior operational escalation point for critical service disruptions and operational issues. Drive accountability for operational performance and service outcomes across support teams and suppliers. Lead operational review forums and oversee execution of agreed improvement initiatives. Promote a culture of operational excellence, customer focus, accountability, and continual improvement. IT Operations Management Ensure the effective operation and continuous improvement of technology platforms and services. Monitor, manage, and continuously improve operational health, capacity, performance, availability, and service reliability.Identify, assess, and coordinate the remediation of operational risks and service issues. Lead and coordinate operational response activities for major incidents and business-critical outages. Manage technology operational readiness activities for new services, technology changes, and business initiatives. Develop, maintain, and execute service continuity, disaster recovery, resilience testing, and operational preparedness activities.Implement and optimise automation, analytics, AI-enabled capabilities, and service improvement initiatives to enhance operational efficiency and service outcomes. Monitor operational expenditure, analyse service value, and provide recommendations to support investment and resource planning decisions. Maintain compliance with security, audit, risk, regulatory, and organisational policy requirements. Service Management Governance Provide leadership and oversight of IT Service Management practices to ensure effective service outcomes. Govern the effectiveness of Incident, Major Incident, Problem, Change Enablement, Service Request, Asset, Configuration, and Service Level Management practices. Ensure service management processes support service reliability, operational efficiency, and business outcomes. Review ITSM process performance and maturity outcomes and drive improvement initiatives. Ensure operational decisions align with established governance frameworks and risk management requirements. Drive adoption of ITIL-aligned best practices and continuous service improvement across operational teams. Promote automation and process optimisation opportunities that improve service quality and customer experience. Note: Administration, coordination, compliance monitoring, reporting production, and process maintenance activities remain the responsibility of the Service Management Officer. Major Incident, Problem & Operational Risk Management Provide leadership in managing operational disruption and reducing service risk. Lead response, coordination, and decision-making during major incidents and service disruptions. Chair operational reviews following critical service events. Ensure root cause analysis and corrective actions are implemented and tracked.Monitor recurring service issues and operational risks and drive remediation activities. Ensure lessons learned are incorporated into operational processes and service improvement plans. Oversee operational risk identification, assessment, mitigation, and reporting activities. Supplier & Operational Performance Management Ensure suppliers and service providers meet operational and contractual expectations. Manage operational relationships with managed service providers and technology vendors. Review supplier performance against contractual commitments, KPIs, and service obligations. Lead operational service review meetings with suppliers and service partners. Address performance concerns, operational risks, and remediation activities with suppliers. Support contract management, vendor governance, and service improvement initiatives. Ensure suppliers support GRDC security, compliance, and service management requirements. Performance, Analytics & Continuous Improvement Drive continual improvement through data-driven operational management. Review operational dashboards, service metrics, trend analysis, and performance reporting. Assess service performance, availability, customer experience, workforce effectiveness, and supplier outcomes. Identify emerging operational risks, performance concerns, and opportunities for optimisation. Sponsor and oversee continual service improvement initiatives aligned with organisational priorities. Leverage operational analytics and predictive insights to improve decision-making and service outcomes. Provide recommendations and operational insights to senior leadership and governance forums. Stakeholder Engagement & Operational Governance Build effective relationships that support successful service outcomes. Collaborate with the Senior Service Delivery Manager to support business service objectives and customer expectations. Engage with service owners, operational teams, suppliers, and business stakeholders regarding service performance and operational priorities. Participate in service governance forums and operational review meetings. Communicate operational risks, service performance issues, and improvement initiatives. Support organisational adoption of service improvements and operational change activities. Note: Executive stakeholder relationship management, customer engagement strategy, and business-facing service portfolio responsibilities remain primarily accountable to the Senior Service Delivery Manager. Leadership & Capability Development Build operational capability and organisational maturity. Foster a culture of accountability, service excellence, innovation, and continuous improvement. Mentor and develop team members responsible for operational and service management functions. Promote effective use of data, automation, AI-enabled technologies, and operational best practices. Support uplift in operational governance, service management maturity, and organisational capability. Encourage knowledge sharing and cross-functional collaboration across the technology function. Work Health & Safety Comply with GRDC WHS policies, procedures, and legislative requirements. Promote safe work practices and a positive safety culture. Support workplace wellbeing and safety initiatives. Lead by example in maintaining a safe and inclusive working environment. Financial Delegations and Procurement Authority The incumbent has no delegated financial approval authority. The incumbent may identify operational, licensing, asset management, supplier, service improvement, and technology investment requirements and provide recommendations to support planning and decision-making. The incumbent may participate in procurement activities, vendor evaluations, contract reviews, and budgeting processes from a technical and operational perspective. Approval of budgets, purchase orders, procurement activities, contract variations, renewals, supplier expenditure, capital investments, and operational expendi Criteria The buyer has specified that each candidate must provide a one page pitch to address all criteria specified. This is equal to 5000 characters. Essential criteria Weighting 1. Technical Service Management Capability: ITIL expertise; ServiceNow; CMDB and Asset Management; Microsoft 365; and Operational reporting and analytic. Weighting: 40% 2. Enterprise IT Operations and Service Delivery Leadership : IT Operations leadership; Service Delivery management; Governance; Incident, Problem and Change Management; Supplier management; Service performance; Continual improvement; and Risk management. Weighting: 40% 3. Leadership, Stakeholder Engagement and Continuous Improvement: Team leadership; Executive engagement; Managing competing priorities; Influencing stakeholders; Driving change; and Customer service culture. Weighting: 20% Desirable criteria 1. Tertiary qualification in Information Technology, Computer Science, Business Information Systems, or a related discipline. Demonstrated experience (8+ years) in IT Operations, Service Delivery, IT Service Management (ITSM), or a similar leadership role within a medium to large enterprise environment. Proven experience leading operational service management functions, including service delivery governance, incident, problem, change, asset, and configuration management. Strong understanding of ITIL-based service management practices and their application to operational service delivery. ITIL Intermediate Certification or higher highly regarded. Demonstrated experience managing technology service providers, vendor performance, contracts, and service level agreements (SLAs). Proven ability to analyse operational and service performance data, identify trends, and drive service improvements through data-driven decision-making. 2. Experience developing operational dashboards, service metrics, executive reporting, and performance scorecards. Strong leadership, problem-solving, and decision-making capabilities with the ability to manage complex operational issues and competing priorities. Demonstrated ability to lead organisational change, promote process adoption, and establish effective stakeholder feedback mechanisms. Excellent stakeholder management, communication, negotiation, and influencing skills, with the ability to engage effectively across technical and business audiences. Demonstrated commitment to customer service excellence and operational governance. Ability to exercise discretion and maintain a high level of confidentiality and professionalism. 3. ServiceNow Certified System Administrator (CSA) or equivalent ServiceNow certification. Experience with ServiceNow ITSM, CMDB, Asset Management, Service Performance Analytics, and reporting capabilities. Exposure or experience working with Microsoft Intune, Microsoft 365, Azure, or similar enterprise management platforms. Experience leading ITSM maturity, operational excellence, or service improvement programs. 4. Compliance Requirements Must comply with all GRDC policies, procedures, standards, and Code of Conduct. Commitment to promoting a safe, inclusive, and high-performing workplace environment. Opportunity summary Sellers can submit Up to 2 candidates Number of sellers invited Between 5 and 10 Number of candidates submitted Fewer than 10 Send us feedback About Accessibility Privacy Terms of use Disclaimer and copyright An initiative of the Digital Transformation Agency The Australian Government acknowledges the Traditional Owners of Country throughout Australia and acknowledges their continuing connection to land, waters and community. We pay our respects to the people, the cultures and the Elders past and present. © Commonwealth of Australia