Role Overview
Own the end-to-end delivery management of Project Services under an outcome-based service model. The role is accountable for service performance, governance cadence, demand coordination, delivery planning, risk visibility, commercial discipline and continuity of capability across multidisciplinary teams. The Service Delivery Manager ensures work is authorised, planned, executed, reported and accepted in line with agreed governance and contractual obligations, while maintaining strong client engagement and a sustainable delivery model.
Key responsibilities
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Service delivery leadership: Lead the day-to-day management of approved project services, ensuring outcomes, deliverables, risks, dependencies, quality and acceptance criteria are actively managed across concurrent work.
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Outcome based delivery control: Manage delivery against agreed outcomes rather than resource inputs, ensuring tasking, delivery plans and reporting remain aligned to the approved scope and funding envelope.
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Demand and prioritisation coordination: Coordinate demand intake, sequencing, capacity visibility and delivery readiness, escalating constraints, conflicts and dependencies through agreed governance channels.
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Governance and reporting: Establish and run a practical governance cadence covering progress, service health, financials, risks, dependencies, forward planning and decision support.
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Project execution planning: Support the development and ongoing management of delivery plans, schedules, acceptance measures and transition activities for authorised work packages.
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Commercial management: Manage forecasts, margins, invoicing, cost controls and workforce plans to maintain a commercially sustainable account while protecting delivery quality.
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Team leadership: Lead multidisciplinary delivery, architecture, engineering, analysis, testing and assurance contributors through clear expectations, performance coaching, workload management and knowledge sharing.
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Client and stakeholder engagement: Build trusted working relationships, communicate clearly, influence senior stakeholders, manage expectations and provide clear recommendations when priorities or delivery conditions change.
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Risk, issue and dependency management: Maintain visibility of delivery risks, issues, dependencies and constraints, ensuring timely mitigation, escalation and resolution.
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Continuous improvement: Identify practical improvements to service catalogues, templates, tools, reporting, knowledge management and ways of working to improve consistency and efficiency.
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Compliance and ways of working: Ensure delivery is performed within approved governance, security, contractual, workplace and company requirements.
Essential criteria:
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Active Australian Government NV1 security clearance or higher, with the ability to work within Defence security, compliance and workplace requirements.
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Demonstrated experience leading service delivery or consulting delivery for enterprise or government clients, preferably within Defence or another complex regulated environment.
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Proven experience managing outcome-based services, including fixed price, outsourced or managed service delivery arrangements.
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Strong delivery governance experience, including running service or portfolio governance forums and preparing clear executive reporting covering progress, risks, dependencies, capacity, financials and forward demand.
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Demonstrated commercial management capability, including forecasting, margin management, invoicing, cost control, utilisation and workforce planning.
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Experience coordinating multidisciplinary technology teams, including project delivery, architecture, engineering, business analysis, testing, assurance and transition activities.
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Strong project and service delivery discipline, with demonstrated experience managing plans, schedules, scope, deliverables, risks, issues, dependencies, acceptance criteria and transition activities.
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Proven senior stakeholder management skills, including the ability to build trusted client relationships, manage expectations, influence decisions and escalate issues appropriately.
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Excellent written and verbal communication skills, including the ability to produce concise executive papers, governance packs, recommendations, decision materials and presentations.
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Demonstrated leadership capability, including workload coordination, performance management, coaching, capability continuity and knowledge sharing across dispersed teams.
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Experience using contemporary delivery and collaboration platforms, including SharePoint, Office and Microsoft Teams, or equivalent tools.
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Relevant tertiary qualification or equivalent substantial experience in technology, business, project delivery, service delivery or service management.
