Senior Service Delivery Manager

Service Managers oversee the delivery and support of IT tools and services to users throughout the organisation, and sometime to external users as well. They look for opportunities to improve service delivery support and ensure it meets user and business needs. Key duties and responsibilities A Technical Delivery/Service Manager is required for AUSTRAC’s CRM / Case/ Customer services solution using Pega. The role, while working independently in a collaborative setting, will be required to: Lead a product team, technical delivery management and be the agile scrum master for the Case Management, Customer Relationship Management (Case and CRM), Customer Services Pega solutions in AUSTRAC. Engaging with the full range of AUSTRAC teams to ensure that the functions provided meet the needs of AUSTRAC. Coaching, guiding and mentoring delivery team by developing a self-organising and self-managing team that is both outcomes-focused and customer-focused. Effectively removing obstacles and impediments to delivery and service operations. Ensure deliverables align with branch and agency priorities. Working, Communicating and negotiating effectively with different levels of stakeholders to achieve outcomes. Continually working towards improving the agile approach used in AUSTRAC and commit to sharing their experience and knowledge with colleagues in and outside the product team. Organising planning on system delivery, showcase and rollout in accordance with agile methodology. Organising delivery team resources with relevant Line Managers to meet delivery goals. Ensuring project work is delivered within the budget through regular monitoring and reporting. Establish and transition to a BAU team for the on-going support of the solution operations e.g. managing technology issue escalations. Updating relevant line management and executive sponsors on project and operational status. Promoting an engaging, knowledge-sharing, transparent culture that is aligned with APS values and APS code of conduct. Encouraging team members to share and document information to remove agency risks of having single-points of failure. Debating solutions and design in a healthy and constructive manner and adhering to AUSTRAC’s approved governance forums. E.g. Technology and project governance Working pragmatically and flexibly to changing needs. Managing delivery performance, team members to learn from mistakes and being accountable for work. Articulating agency benefits achieved through the delivery of the project and decisions made. Participating in the recruitment for new Business Applications and Services talents e.g. being a part of recruitment panels as an expert.  Declaring any conflicts of interest that are likely to arise or arise during the course of delivery.  Completing reporting and administration requirements of the role. Contributing to other work in Business Applications and Services as required. Supporting delivery management colleagues, Directors group in Applications and Services as required for broader agency/portfolio initiatives. Location of services: Sydney Clearance required:  NV1 or a minimum of Baseline with the ability to obtain their NV1, and be prepared to undergo an Agency Suitability Assessment (ASA) prior to engagement.   Criteria The buyer has specified that each candidate must provide a response to each criterion. Each response is limited to 3000 characters. Essential criteria 1. Extent to which the candidate’s response meets the Essential Skills and Experience outlined in the RFQ 2. The Seller's demonstrated capability and capacity to provide the requirement 3. Whole of life costs incurred by the Buyer. Considerations will include both the quoted price and any costs the Buyer will incur as a result of accepting the Seller's response 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